Customer Service Manager

2 weeks ago


Cape Town, Western Cape, South Africa Newrest Full time



RESPONSIBILITIES:

You will be responsible for:


Sales:

  • Being the main customer interface, including for contract, pricing, service and concept changes as well as business development.
  • Secure new client accounts across South Africa
  • Develop commercial strategy (identify leads, main actors, valuable information, strategic contacts, trends, client strategy )
  • Develop bid strategy, sales approach and negotiating tactics for obtaining new contracts and retaining existing business
  • Manage company's strategy for invitations to tender & calls for bids
  • Lead contract and pricing negotiations with customers including developing term sheets, reviewing contract proposals, analyzing customer proposals, and developing recommended counterproposals.
  • Create accurate costings and implement pricing in line with company strategy.
  • Manage the Costing & CSM teams.

Customer Relationship Management:

  • Endorse and develop customer relationship with existing clients
  • Coordinate the Customer Service Department : manage a team of Customer Relationship Managers assigned to specific clients, ensure maintenance of high level of service, control contracts profitability, monitor and drive all SLAs and KPIs for the accounts, make sure that all standards are respected
  • Supervise marketing and product presentations

Analytics:

  • Conduct market analysis & product strategies to maintain up to date knowledge about industry influencers and key strategic partners.
  • Provide monthly detailed sales reports for the General Manager and the Board Meetings, putting together a concise sales strategy / action plan.
  • Ensure that a complete unit tour is done daily and check with the teams if everything is on the right track. Do a spot check on a specific area to report to Commercial / Production and Unit Manager, report to General Manager if critical.
  • Ensure that a complete food testing is done weekly on all major airlines first, then minor airlines, for the different classes.
- flight check on the floor to the final invoice weekly.

  • Ensure that the airline quality tracker must be updated on a weekly basis every
  • Ensure that a weekly account report is done and sent to the Commercial Manager, Unit Manager, Production and General Manager
  • Ensure that you do a minimum of two ramp visits per month with the airline operations staff
  • Ensure that a spot check is done monthly on specs, ensure that the right version of specs on a airline and a class is being distributed and used
  • Ensure that a menu change meeting is held by the 20th of the month for the next month's menu change
  • Ensure that a menu check is done on the floor 1 day before that change and 1 day after the change, this is to verify that all employees are aware of and using the new specs
  • Ensure that all inventories schedules are checked monthly regarding airlines requirements and all mains of work to count properly (labour, equipment)
  • Ensure that all inventories have been sent monthly to customers on time according to inventories schedule
  • Manage the tender process
  • To ensure all HSE rules & procedures are followed and hazards/near miss and accidents are properly reported.
  • Any other reasonable task that may be required by management

Qualifications:

  • Grade 1
  • Diploma in Marketing & Events
  • Diploma in Client Services
Experience

  • 3 Years' Experience

Skills:

  • Communication
  • Assertiveness
  • Customer Service
Competencies

  • Management
  • Planning & Organization
  • Leadership, Key Account Management


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