Customer Service Manager

SUMMARY:
Senior Customer Service Manager
Location: Kempton Park
 
NON-NEGOTIABLE REQUIREMENTS: 

• Relevant tertiary qualification essential.
• Minimum 10 years' experience in materials handling and management essential.
• Industrial or logistics industry experience essential.

POSITION INFO:
Minimum requirements: Bachelor's Degree in Business or a related field. MBA will be advantageous. Senior management experience in Customer Service or After Sales. Experience within the industrial or logistics industry. Strong leadership and team development skills. Experience working with CRM systems and customer service platforms. Excellent communication and stakeholder management skills. Strong analytical, organisational, and decision-making abilities. Personality Traits: Customer-focused and service-driven. Strategic thinker with strong business acumen. Excellent problem-solving abilities. Adaptable and resilient under pressure. Strong leadership and mentoring skills. Highly organised with exceptional attention to detail. Professional with excellent interpersonal skills. Duties and responsibilities: Develop and implement customer service strategies that improve customer satisfaction and operational efficiency. Lead, mentor, and motivate the customer service team to achieve business objectives. Build and maintain strong relationships with key customers to enhance loyalty and retention. Monitor customer service performance and analyse trends to drive continuous improvement. Improve after-sales processes, including warranty management, spare parts supply, and service delivery. Collaborate with Sales, Marketing, and Technical teams to ensure outstanding customer support. Develop and implement training initiatives to strengthen product knowledge and customer service skills. Manage the customer service budget and ensure effective cost control. Prepare and present customer service performance reports and strategic insights to executive management.