Job Summary:

The Customer Service Manager will play a pivotal role in enhancing the customer experience and supporting the sales team to achieve their objectives. By managing the customer service team, optimizing sales support processes, and ensuring smooth sales operations, the CSM will contribute significantly to the company’s growth and customer loyalty.

 

Key Responsibilities:

1. Team Management:

– Supervise and train Sales Co ordinators.

– Develop and implement customer service policies and procedures.

– Conduct regular performance evaluations and provide feedback.

 

2. Customer Support:

– Customer information Alignment, on boarding in respsect of doors, agents, and segmentation

– SAP entry form completed to share with finance for final vetting and onboarding

– SAP Management including BP Maintenance

– VAS Management

– Wholesale Location Management

– Handle escalated customer inquiries and complaints.

– Ensure timely and accurate responses to customer inquiries.

– Maintain high levels of customer satisfaction through quality service.

3. Sales Support:

– Collaborate with the sales team to understand customer needs and provide appropriate solutions.

– Assist in the preparation of sales proposals and contracts.

– Facilitate communication between the sales team and customers

4. Sales Operations:

– Streamline order processing and ensure accurate order fulfilment.

– Monitor and report on sales metrics and performance.

– Manage CRM systems and ensure data integrity.

– Tax Invoicing |Credit Notes |Returns

– Ticketing |LPN |ASN |Booking Templates and Booking with Customers

– Returns Reporting

– OTIF

– Shipping Tracker

– Tracking of Marketed Styles

– Order Book Management

– Integration Alignment

– Reduction in bottlenecks

– Any other Reasonable and lawful Ad Hoc tasks or Duties which may be required from time to Time

5. Process Improvement:Customer Services Manager

– Identify and implement process improvements to enhance efficiency and improved reporting to

In order to keep the business pushing forward

– Manage and Report on 3rd party service providers (OTIF)

– Ensure cost effective 3^rd party service providers

– Develop and refine customer service and sales support procedures. (Agents)

– Conduct regular training sessions for staff on new processes and tools.

6. Collaboration and Communication:Customer Services Manager

– Act as a liaison between the sales team and other departments (Planning |Shared Services |

Shipping)

– Ensure alignment of customer service activities with overall sales objectives.

– Regularly update the sales team on customer service initiatives and feedback.

  Required Skills and Qualifications:

1. Education:

– Relevant tertiary qualification or related work experience to an equivalent level

2. Experience:

– 3 – 5+ years of experience in customer service, with at least 2 years in a managerial role.

– Experience in sales support or sales operations is preferred.Customer Services Manager

– Reporting Specialist

– SAP B1 and DTW Operations

3. Skills:

– Strong leadership and team management skills.

– Excellent communication and interpersonal skills.

– Proficiency in SAP software and sales support tools , Excel Guru (Data mapping , Auto

Refresh Dashboards, VLookUps , Albeits & Pivot Tables)

– Analytical and problem-solving abilities.

– Ability to multitask and manage time effectively.

– Deadline Driven

– Strong Analytical Skills

– Prioritise BY Importance

– Team Player

4. Personal Attributes:

– Customer-focused mindset.

– Ability to work collaboratively with cross-functional teams.

– High level of adaptability and flexibility.

– Professional

– Strong Sense of Ownership

Perks & Benefits

• You get to work for a rapidly expanding distributor with aspirational brands.
• Gym & Showers
• Personal Trainer
• Yoga
• Pension Fund
• Medical aid with Gap cover
• Staff Allocation (R10 000 Retail Value per annum).
• Staff discount (50% off for you and your family across all the brands within the group)
• Healthy Lunch subsidy
• Company performance incentive scheme
• Long-service incentives
• Holistic Employee Wellness programme
• The group prides itself in its effort to drive continuous employee engagement activities to enable a connected culture.

Should you not be contacted regarding this position within 2 weeks from the closing date, please regard your application as unsuccessful.