Customer Service Manager

2 weeks ago

Johannesburg, South Africa The Estée Lauder Companies Full time

**Overall Purpose of the Job**

Plan, co-ordinate and control the activities of the customer service team to maintain and enhance customer relationships and meet organizational and operational objectives. Responsible for the day-to-day activities of a centralized platform to enable the Company’s retail customers to have a single point of entry for queries/complaints and the resolution therein. Thereafter the incumbent will be responsible for ensuring the rapid resolution of queries/complaints, managing internal resources

**Key Accountabilities**
- Define and communicate customer service standards
- Develop and implement customer service policies and procedures
- Understand customer SLAs
- Oversee the achievement and maintenance of agreed customer service levels and standards while driving efficiencies in the order-to-invoice process
- Direct the daily operations of the customer service team
- Plan, prioritize and delegate work tasks to ensure proper functioning of the department
- Ensure the necessary resources and tools are available for quality customer service delivery
- Review customer complaints
- Track customer complaint resolution
- Handle complex and escalated customer service issues
- Monitor accuracy of reporting and customer master data information
- Co-ordinate and manage customer service projects and initiatives
- Evaluate and performance manage staff
- Identify and address staff training and coaching needs
- Collaborate with customers on supply chain topics
- Lead Order-to-cash UATs for projects

**Qualifications** Qualifications and Experience**
- Relevant qualification
- 5 to 7 years customer care experience at a Managerial level
- Proficiency in SAP ERP (not negotiable)
- 2 to 3 years team management experience
- In-depth knowledge of customer service principles and practices
- Cosmetics product knowledge (advantageous)

**Job**: Customer Service

**Primary Location**: Europe, Middle East, Africa-ZA-GP-Johannesburg

**Job Type**: Standard

**Schedule**: Full-time

**Shift**: 1st (Day) Shift

**Job Number**: 236033

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