Customer Service Manager

3 weeks ago

Cape Town, 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
- 3 - 5 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, Auto-refresh dashboards, Vlookups, Ablebits, Pivot tables)
- Highly skilled Reporting & Analysis development
- Knowledge of Customer Service best practice
- Strong analytical skills
- Out the box thinker Re-invent 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 problem-solving skills
- Enjoys working with a team
- Ability to prioritize tasks according to importance in a fast-paced environment
- Multi-tasking 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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