Job title : Customer Service Manager
Job Location : Western Cape, Cape Town
Deadline : December 15, 2024
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Sales Operations On-boarding accounts including account setup, customer portals, reporting set up and CS training Provide accounts with seasonal information SAP Management including BP Maintenance, Account Set Up, VAS WHS Location Management Manage and set up VAS based on customer requirements and DSV Operational Order book Management | Shipping Order book Accounts in Arrears Risk Management Manage CS team by setting up KPI's to drive Customer Centrix as the main objective Work with S&OP and cross functional teams to drive alignment and transparency in relation to budget, stock on hand, inbound stock, orderbook and marketing
Procedures & Operations Create, Manage and Report on effective processes and procedures to drive the business forward Manage and report on 3rd service providers including claims (OTIF) Set up and manage Agent and CS SLA Ensure 3rd party service providers operate in a cost effective manner
Reporting Returns Report Adhoc reporting OTIF Top Seller per Segmentation Shipping Tracker Track marketing style vs purchase order intake Customer Seasonal Comp Report
General Maintaining a professional image whilst in the office or travelling Any other reasonable and lawful ad hoc tasks or duties that may be required from time to time
Requirements Relevant tertiary qualification or related work experience to an equivalent level 3 - 5 years' experience in a similar role Experience of SAP B1 & DTW operations Reporting Specialist (Set up and implementation) Process Automation Specialist Highly skilled in Excel (Vlookups/Xlookup, Sumif, Countif , IF, Pivot tables) Highly skilled Reporting & Analysis development Knowledge of Customer Service best practice Strong analytical skills Out the box thinker! Re-invent Customer Experience through streamlined processed Strong administration & organisation skills Highly skilled in Reporting & Analysis Highly numerate and able to deal with large volumes of data Organized and deadline driven with exceptional attention to detail Must be able to manage & develop a team and drive excellent customer service and team priorities Must be able to identify problems and have good problem-solving skills Enjoys working with a team Ability to prioritize tasks according to importance in a fast-paced environment Multi-tasking capability without compromising on quality Dependable, punctual and able to work flexible working hours Strong communication skills High emotional intelligence Strong sense of ownership and accountability
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