Client Service Accounts Manager

2 weeks ago

Stellenbosch Western Cape, South Africa Finovate Full time

Position**:Customer Service Manager (Third Party)**

Our client, one of the largest wine cellars in the **Stellenbosch** area, is looking for a **Customer Service Manager (Third Party)** to join their team.

**Overall Job Description**:
Provide outstanding customer service to our clients by developing effective customer service procedures and setting customer satisfaction goals, ensuring that all internal logistics processes as well as external regulatory and legal requirements are consistently adhered to.

**Responsibilities**:
Customer Liaison
- Liaises with Clients in an account management capacity with regards to production and distribution Requirements.
- Establishes and maintains good customer relationships to ensure customer satisfaction.
- Capturing and updating of Sales Orders on SAGE with confirmed Loading date and Loading Site.
- An understanding of the customer contract status/forecasts and ensure all requirements are fulfilled accordingly.
- Monitoring of stock situation and keeping client informed.
- Compile and send weekly stock report (Finished and Dry Goods) to clients.
- Monitoring Bottling Request to Planner according to Sales Order/Production requirement.
- Audits the system (SAGE) to ensure that it is updated and reflects confirmed customer pricing as received from sales representatives. (Pallets & Container Loadings)
- Inform Finance timeously of any customer specific invoice related requirements.
- Manages and investigates customer complaints and takes corrective action to ensure customers are informed and complaints are promptly resolved to finality.
- Takes the lead in assisting and resolving any relevant quality issues.
- Completes and updates Client Profile with Specific Requirements (Organic Certificates, Packing List, etc.)
- Meeting with other managers to discuss possible improvements to customer service.
- Updates SAGE Sales order with confirmed Loading date, Loading Site and Vessel details.

Co-ordination of Production and Logistics Activities
- Liaises with planning, production and warehouse on a continuous basis to ensure orders are produced and distributed to meet the required delivery dates.
- Facilitates the distribution requirements planning process to insure timely and accurate product delivery, which includes product movement from warehouses.
- Weekly submit firm Production and Distribution to Clients, Warehouses/Loading Sites, indicating accurate site, date, time and quantities.
- Process documentation for export and domestic shipments, timeously and accurately.
- Establishes and maintains good relationships with our service providers (SAWIS, DAFF, FF, etc)
- Communicate with freight transport/freight forward companies on order status.
- Work with warehouses, freight forwarders and transportation providers to ensure streamlined procedures in line with our business and products.
- Ensure service providers are in compliance with company regulations (IFS, BRC, Health and Safety, etc).

Administration and Documentation Control
- Executes all required documentation according to strict timeline, with minimum errors.
- Assures compliance with SAWIS, DAFF, customs, export, applicable foreign trade/importation laws, as well as applicable transport regulations.
- Timely management of multiple lines of communication between suppliers, shippers, customers and internal parties, maintaining details, and relaying pertinent information to appropriate parties.
- Keeping accurate records of discussions or correspondence with customers
- Initiate timely invoicing and work closely with accounting department to ensure invoice accuracy.
- Processes distribution/freight claims and customer complaints.
- Reviews and prepares documentation.
- Audits export files for compliance and scan into database.

Quality Management Systems and Health, Safety and Housekeeping
- Follows QMS protocol as described by QMS procedures.
- Adheres to the set GMP protocol and participates in quality seminars when required.
- Participates in annual HACCP training when required.
- Ensures housekeeping is kept in order and meets required standards and that all areas of responsibility are clean and neat.
- Ensures compliance with company and statutory H&S policies and procedures.
- Works closely with the safety representative to ensure adherence to safe work practices.

**Requirements**:

- Must have Matric/ Grade 12
- Relevant tertiary diploma or degree will be advantageous.
- Minimum of 7 years’ experience in a Logistics Export, or Freight forwarding environment.
- Good understanding and knowledge of exports in the wine industry
- Sound computer literacy with extensive knowledge of Microsoft office, SAGE as
- Excellent interpersonal and communication Skills.
- Good Planning, Organisational and Problem-Solving Skills.

Ability to:

- multi-task and also pay careful attention to detail,
- influence others outside his/her own sphere of control,
- make decisions in a fast-paced, day-to-day operations environment,
- w

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