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JOB OFFER DETAILS


Reference : QR3830
Job Title : Customer Service Manager
Sector Title : Engineering
Area : Johannesburg

Supporting the business as a whole by improving customer service through studying evaluating and redesigning processes Establishing and communicating service metrics monitoring and analyzing results and implementing changes

Duties and Responsibilities
Strategic
Ensure extensive Customer Service Support to the business as a whole
Participate in overall strategy plan and development of the department
Understand the business strategy the customers and our products to communicate and deploy the vision in a meaningful way into the department
Constantly seek opportunities for improvement encompassing the areas of process people and technology to drive service in line with the strategy of the business
Creating an environment which drives ideas personal development product leadership while demonstrating the behaviors associated with a role model and a leader
Responsible for coaching and developing staff to achieve high levels of performance individually and as a team
Identify failing processes Develop and implement new processes to eliminate nonconforming processes
Determines customer service requirements by maintaining contact with customers
Conducting surveys forming focus groups and benchmark best practices Analyzing customer survey information develop improvement plans and implement changes
Develop and recommend appropriate instructions and procedures for the administration of the Customer Service Department
Monitor and continually improve Customer Service Department performance against set objectives

Operational
Ensure Customer Services Department operates professionally and that customers are provided with constant feedback on the status of their orders and enquiries
Manage backorders on a daily basis to accurately reflect OTIF and provide timeous feedback to customers on order delays
Maintain implement and enforce departmental policies procedures and processes to ensure compliance to corporate governance requirements and Group Internal Controls Ensure departmental compliance to Company Policies & Procedures
Use Business Information system to provide daily monthly and ad hoc orders and sales information as required Monthly reporting on KPIs for the department
Monitor and prepare measurement reports on a monthly basis for Missing Document Report Purchase Order Maintenance 10 Biggest Customers Successful leads for Reps and Expediting
Manage process of Customer Satisfaction Surveys and regular monitoring of complaints and trends
Evaluate the performance and proficiency of personnel in the department and recommend staff for necessary training to upgrade skills
Keeping abreast of new product lines and technology to be the information hub for your team
Manage and coordinate all Customer Service related functions eg
 Order Management to ensure timely order processing and invoicing
 Analyze and prepare credit note report on a monthly basis
 Coordinate and administrate PBS process from receipt of order to invoicing
 Support QA process
 Monitor accuracy of reporting and data base information
 Handling and manage overall complaints process
 Set and manage monthly budget for Service Center
 Carryout additional duties as may become necessary to ensure the successful operation of  the company

Requirements
Matric/ Grade 12
Relevant qualification or studying towards
6 Years experience in Customer Service environment with at least 3 years managerial experience
Motivational skills and an ability to supervise and lead a team of customer service representatives
Good personal presentation especially when working with customers facetoface
Indepth knowledge of customer service principles and practices
Indepth knowledge of customer service software databases and CRM tools
Current with relevant technology trends and applications
ERP knowledge
Have an understanding of how the Supply Chain is managed

Remuneration Basic Company Car Medical Aid Pension 13th Cheque

Please forward updated resume in MS Word as well as all previous employment references with your application Note if no correspondence is received within 6 weeks of your application please consider your application as unsuccessful


 

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