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Customer Service Supervisor

3 months ago

Johannesburg, Gauteng, South Africa Qetello Holdings Full time

Duties and Responsibilities:

Overall Customer Service

  • Plan, coordinate and control the activities of the customer service team to maintain and enhance customer experience; and meet revenue and organizational objectives.
  • Develop and maintain customer service standard operating procedures.
  • Enhance and Encourage a culture of customer service. Define and communicate customer service standards to the team.
  • Direct the operations of the customer service team
  • Identify and implement strategies to improve customer experience
  • Ensure 100% resolution of inquiries and requests from Customers.

Other Responsibilities

  • Updating fridge and warehouse temperature chart twice daily
  • Assist with Adhoc duties assigned by Management
  • Checking and refilling diesel generator with oil, water, and fuel
  • Act as backup driver
  • Maintain a safe working environment in accordance with Occupational Health and Safety Act

Customer Order Processing

  • Develop and implement robust order processing flows to enhance the customer experience.
  • Accurate processing of and follow through of customer purchase orders (sales orders) into

SAP:
generate order acknowledgments, picking slips, delivery notes, post goods issue, invoices and all other relevant documentation.

  • Ensure accurate processing of invoices and related transactions with no audit findings
  • Daily backorder report review and action to ensure customers are informed and stock is delivered within lead times.
  • Liaison and excellent communication with customers and all relevant departments within Company on an ongoing basis to ensure maximum efficiency of AEC operation.
  • Develop and maintain a professional relationship with internal stakeholders in order to provide exceptional customer service.
  • Maintain regular contact with Sales personnel, Warehouse Manager and Customers regarding stock shortages/ backorders, deliveries, customer requirements and customer feedback information regarding service, products, etc.
  • Liaison with warehouse manager for all deliveries and/ or stock queries ensure deliveries within required timeframes.
  • Monitor all delivery notes for collection from AEC and NTP sites on a regular basis and ensure they are invoiced correctly and in due time.
  • Ensure consignment stock count sheets are submitted for counting at agreed frequency and that these are returned timeously, and invoicing completed.
  • Communicate effectively with external customers, representing the company very well to customers.
  • Manage the order processing staff.
  • Reduce customer complaints.
  • Collaborate with other departments such as NTP Production, Sales and Finance to achieve objectives.
  • Attend all internal meeting requests as and when required.

Financial Management

  • Prepare expense budget and obtain approval.
  • Communicate the budget to the department.
  • Monitor expenditure on a monthly basis and readjust as required.
  • Perform expense analysis and do a reforecast on a monthly and/ or quarterly basis.
  • Continuously work towards efficiency and best practice. Evaluate and implement cost containment measures.
  • Check and approve purchase requisitions as and when required according to delegations of authority.

Human Resource Management

  • Analyze the Company strategy to determine the applicable deliverables and resource needs. Determine the human resource requirements be it temporary or permanent and implement upon approval.
  • Implement performance scorecards for all members of the department.
  • Track and monitor performance and take the necessary actions as per Company Policy and Procedures.
  • Conduct performance reviews and appraisals in accordance with Company Policy & Procedures.
  • Provide support, coaching, mentoring and continuous feedback to the team members to ensure they perform at optimum productivity levels. Identify training needs of staff.
  • Ensure appropriate record keeping.
  • Liaise at all times with all team members and work as a team to reach targets set by the Company.

Cleaning

  • Liaise with the Line Manager on a daily basis regarding current tasks, and assist in the planning of future tasks.
  • Ensure all assigned duties are carried out, and that resources are efficiently utilized.
  • Ensure that the company's policies and procedures are adhered to by cleaning staff. Ensure housekeeping standards are met and maintained in all facilities, and report shortcomings/faults to the Manager.
  • Act as a communication conduit between management and staff. Work with members of other teams as required.
  • Maintain and control use of cleaning materials, equipment & consumables.
  • Timeously request purchase of consumables, equipment and materials.
  • Assist the company to maintain the equipment register.
  • Monitor and manage absenteeism. Report to the Line Manager.
  • Actively promote Health and Safety, and report any breach directly to the Compliance department.
  • Ensure that all cleaning staff wear all appropriate PPE.
  • Where required, gathe