Manager Customer Services

1 day ago

Germiston, South Africa Komatsu Full time

Komatsu is an indispensable partner to the construction, mining, forestry, forklift, and industrial machinery markets, maximizing value for customers through innovative solutions. With a diverse line of products supported by our advanced IoT technologies, regional distribution channels, and a global service network, we tap into the power of data and technology to enhance safety and productivity while optimizing performance. Komatsu supports a myriad of markets, including housing, infrastructure, water, pipeline, minerals, automobile, aerospace, electronics and medical, through its many brands and subsidiaries, including TimberPro, Joy, P&H, Montabert, Modular Mining Systems, Hensley Industries, NTC, and Gigaphoton.
Job Overview
The position will be based at Wadeville and the incumbent will report to the Contract Analyst.

Manage the customer service department including staff performance management.
Key Job Responsibilities
Job Specification (not totally inclusive)
- Manage the customer service department including staff performance management.
- Participate and contribute to relevant management meetings.
- Promote effective communication throughout all levels of Customer Service function.
- Directly interact with Internal / External customers - build good customer relations.
- Management reporting
- Feedback to external customer supply chain management team.
- Expediting parts and components through BUs, Operations Managers and Supply Chain.
- Manage the CEP pool of parts at a 95% availability rate for top 50 parts.
- Drive 90% delivery compliance on RPS and Components (OTD & Orders Loading).
- Meetings with internal / external customers and drive actions.
- Ensure service delivery is compliant with Customer Specific contracts.
- Manage complaints from both staff and customers.
- Setting, monitoring and drive performance targets / KPIs.
- Job Prioritization and changes thereof as well as to effectively delegate tasks.
- Resource Planning and Control.
- Recruiting staff and conducting performance appraisals.
- Training and Development of the department.
- Customer relations management
- Collaborate amongst the various departments in the organisation to drive shared purpose of the organization (including Service, BU, Operation, Supply Chain and Finance Mangers).
- Improve Customer Service standards with call enquiries and ordering processing.

Qualifications/Requirements
Minimum Skills and experience required
- Degree or Diploma in Finance / Marketing related or an equivalent qualification.
- Good knowledge of Microsoft packages (especially Excel).
- Knowledge of SAP 3RP, Ariba, Coupa systems.
- Must have at least a minimum of 3 years’ proven experience within a commercial customer service environment, which include customer relations management.
- Power BI
- Management Presentations
- Dashboards

Additional Information
Behavioural Competencies required
- Excellent written and verbal communication skills
- High standard of accuracy and attention to detail
- Analytical and efficient approach to work
- Excellent commercial acumen
- Must be a self-starter who takes control and accountability.
- May be required to travel to customer on site meetings from time to time
- Willingness to work additional hours as and when required

Key Performance Behaviors Leadership Effective Relationships Critical Thinking Service Orientation Drive for Results Accountability Culture Business Acumen Change Leadership Coaching Culture Collaboration Communication Courageous Authenticity Customer Focus Diversity Emotional Intelligence Empowering Others Essential Job Functions Influence Innovation Operational Excellence Problem Solving Results Driven Safety Leadership Strategy Deployment Technical / Functional Skills Zero Harm
Komatsu is an Equal Opportunity Workplace and an Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or protected veteran status.

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