Customer Services Supervisor
2 weeks ago
**Minimum requirements for the role**:
- Must have a Degree in Business / Supply Chain Management or related.
- An MBA degree will be an added advantage.
- Minimum 3 years experience in managing a team is essential
- Minimum 5 years operational experience in Customer Service, Commercial, Logistics, Supply Chain and Administration will be required
- Strong domain knowledge in agriculture is preferred
- Must be customer focused, have a strategic mindset, be results orientated and be able to collaborate with strong communication and interpersonal skills
- Knowledge of IT systems and tools, e.g., ERP, SalesForce and EDI preferred
- Must be fluent in English and proficiency in a second language will be beneficial
***
- Understanding customer needs, market specificities and commercial strategy in order to proactively develop targeted actions to ensure smooth business execution.
- Managing internal communication and alignment with various stakeholders like Commercial, Customer Operation, Supply Chain & Distribution and other support function teams.
- Being the Customer Interaction representative in alignment meetings with internal & external stakeholders
- Partnering with Commercial /Supply Chain team to drive sales and deliveries of products to achieve financial targets.
- Assisting in the onboarding of new team members, and supporting people processes and development.
- Proactively driving corrective action when performance gaps are identified. Supporting and coaching the team in the creation and execution of personal and business development goals, removing roadblocks where possible.
- Coaching the team through conflict, helping others stay focused on goals and resolving the conflict in a constructive and mutually beneficial manner.
- Ensuring KPIs and metrics are aligned with overall Customer Service vision and utilising KPIs and metrics to ensure that the team performs work in accordance with defined timelines and service level agreements.
- Communicating priorities to the team and ensuring the implementation accordingly.
- Acting on issues escalated by the team, e.g., regarding product shortages, etc.
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