Customer Service Manager

Customer Service Leadership & Team Management

• Lead, coach, and develop the Customer Service Representatives to ensure a high-performing and customer-focused team.
• Monitor team performance, productivity, and service levels to ensure business objectives are achieved.
• Promote employee engagement, wellbeing, and continuous professional development.
• Facilitate ongoing training to ensure compliance with company processes, systems, and customer service standards.

Customer Relationship Management

• Build and maintain strong relationships with internal and external customers.
• Manage customer expectations through proactive communication and timely follow-up.
• Resolve customer queries, complaints, and disputes efficiently and professionally.
• Support customer retention and identify opportunities for business growth in collaboration with Sales and Cluster Managers.
• Ensure consistent communication of the company's brand, values, and service standards.

Order Management & Service Excellence

• Oversee the end-to-end order-to-cash process to ensure accuracy and efficiency.
• Ensure sales orders, invoicing, and credit notes are processed accurately and within agreed timelines.
• Monitor OTIF performance and implement corrective actions to improve service delivery.
• Ensure pricing accuracy and alignment with approved monthly pricing structures.
• Drive customer service initiatives that support divisional and business growth strategies.

Systems, Compliance & Process Management

• Manage customer service processes within SAP and ensure data integrity and transactional accuracy.
• Ensure compliance with company SOPs, ISO standards, quality requirements, and internal controls.
• Monitor adherence to established processes and implement continuous improvement initiatives.
• Support internal and external customer audits and ensure corrective actions are implemented where required.

Cross-Functional Collaboration

• Work closely with Sales, Supply Chain, Logistics, Operations, and Finance teams to ensure seamless customer service delivery.
• Support the achievement of OTIF objectives through effective coordination across departments.
• Contribute to operational efficiency and process improvement initiatives.
• Participate in business projects aimed at improving customer experience and service performance.

Performance Monitoring & Continuous Improvement

• Develop and implement customer service benchmarking initiatives.
• Monitor and report on key customer service KPIs and operational metrics.
• Analyse service trends and customer feedback to identify improvement opportunities.
• Drive a culture of continuous improvement and operational excellence.

·Customer Service Management Diploma / Business Administration Diploma

·5- 7 years’ Leadership experience within stock and warehousing industry

·5-7 years SAP experience

·Strong Leadership & Management Skills

·Sound Customer Relationship Management & Communication Skills (overall familiarity with the role)

·Ability to perform under pressure.

·Ability to collaborate with different divisions.

·Strong negotiation skills

·Planning & Organising

·Budgeting

·Sound experience in processes, procedures and operations management

·Ms Office

·ISO & Customer Audit Experience