Customer Service Manager

2 weeks ago


Cape Town, Western Cape, South Africa Crocs South Africa Full time

Sales Operations

  • Onboarding 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

Values

  • Delightfully Democratic
  • People-Purposed Design
  • Inherent Simplicity
  • Confidently Comfortable
  • Imaginative Innovation
  • Unapologetic Optimism

Requirements:

  • Relevant tertiary qualification or related work experience to an equivalent level
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 (Data mapping, Autorefresh dashboards, Vlookups, Ablebits, Pivot tables)
  • Highly skilled Reporting & Analysis development
  • Knowledge of Customer Service best practice
  • Strong analytical skills
  • Out the box thinker Reinvent Customer Experience through streamlined processed
  • Strong administration & organisation skills
  • Excel Guru
  • 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 problemsolving skills
  • Enjoys working with a team
  • Ability to prioritize tasks according to importance in a fastpaced environment
  • Multitasking 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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