Customer Service Manager

SUMMARY:
Our client based in Cape Town is seeking the expertise of a Customer Service Manager. The role is responsible for maintaining and developing positive business relationships with its customer's key personnel involved in or directly relevant to business function thus ensuring customer retention. The Customer Service Manager is responsible for providing a productive and motivating working environment and addressing any issues/disputes from customers or clients.

POSITION INFO:
Education and Minimum Requirements
Grade 12 Senior Certificate (Matric)
Management qualification
Bachelor’s degree preferred
 
Competencies

• 5-7 years’ experience in Logistics, preferably in the ecommerce space / industry
• Experience in Webservice Interfaces – must have an understanding of how systems/ webservice interfaces work; knowledge of what the systems can and can’t do
• HR Policies and procedures
• Knowledge of business and logistics principles involved in planning, resource allocation, and coordination of drivers and resources
• Knowledge of principles and processes for providing customer and personal services. This includes customer needs assessment, meeting quality standards for services, and evaluation of customer satisfaction
• Experience with industry Transportation Management Software
• Knowledge of administrative and clerical procedures and systems such as word processing, managing files and records, and other office procedures and terminology
• Knowledge of spreadsheets – MS Excel
• Knowledge of principles and methods for moving goods by different modes of transport
• Valid driver’s license- Code 08.

• Setting and maintaining the automatic plate enveloping machines as per the suppliers operating manual.
• Customer Liaison
• Ensure that a professional customer service is given to ecommerce clients
• Develop an understanding of customer’s needs and take actions to ensure that such needs are met
• In the case of claims, minimize negative impacts on company and Customer
• Address customer dissatisfaction by efficiently and satisfactorily resolving issues
• Collaborate with other departments, as necessary, to meet customer requirements Provide a post sales service to customers
• Build and maintain solid relationships with customers thus ensuring that company retains customers
• Protect and control proprietary and customer sensitive materials and trade secrets
• Review logistics performance with customers against targets, benchmarks and service agreements
• Develop and implement technical project management tools such as plans, schedules and responsibility, and compliance matrixes
• Establish priorities, schedule and track all loads and work assignments.
• Provide information to personnel to ensure compliance with contract requirements
• Report project plans, progress, and results to Management and Customer personnel as required
• Human Resource Management
• Manage customer service controllers and clerks Set performance objectives for employees
• Ensure that all employees have signed performance agreements Conduct quarterly staff appraisals
• Put together action plans to address poor performance Identify training needs of all employees
• Ensure ongoing training and development for all employees
• General Operations
• Manage the customer operations centre effectively
• Ensure a good relationship with Operations and other divisions Manage the online call management report

NB! This job is now closed. You can apply for other jobs by uploading your CV.