Customer Service Supervisor

3 months ago

Johannesburg, 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/ back-orders, 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 re-adjust 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

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