SUMMARY:
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POSITION INFO:
Our client a leader in the steel industry is seeking a highly experienced Senior Customer Service Consultant to join their team based in Cato ridge
MINIMUM REQUIREMENTS
- Grade 12
- Bachelor's degree in Commercial or equivalent Diploma
- Qualifications: Data analytics or IT an added advantage
- 5 to 6 years in a Steel Industry or similar environment
MAIN JOB FUNCTIONS
- Oversee Customer Service Consultants on a day-to-day basis.
- Raise tickets for any changes needed on SAP.
- Follow up on and escalate outstanding tickets if need to the Customer Service Manager.
- Departmental database development and management
- Perform all system changes required, i.e. SOP updates, report updates, database changes.
- Develop and maintain departmental reports.
- Ensure a professional service is given to the entire department.
- Build and maintain strong relationships with all sales, business development and customer service personnel.
- Assist the Customer Service team with resolving customer complaints swiftly through the claims system.
- Maintain the Product Claims register.
- To development and maintain of Standard Operating Procedures (SOP’s) and other documentation to ensure uniformity across teams and processes.
- Develop and maintain entire sales department information systems.
- Assist the Departmental Management Team with daily information and forecasting.
- Assist Customer Service manager to improve customer service quality results by studying, evaluating, and re-designing processes; establishing and communicating service metrics; monitoring and analyzing results; implementing changes.
- Assist Customer Service Manager to maximize customer operational performance by resolving problems; disseminating advisories, and new techniques; detecting and diagnosing problems.
- To track & ensure closure of claims.
- Identify patterns, anomalies, and discrepancies across datasets.
- Develop dashboards and reports using tools like Power BI, SAP Analytics Cloud or Excel
- Present insights to department Management Team.
- Support predictive modelling and trend analysis for sales
- Assist in budgeting and process optimization.
- Work with IT and SAP teams to improve data workflows and reporting capabilities.
- Work all departments to align data strategies with business goals.
- Support ad hoc data requests and audits.
