Customer Care Team Lead

2 weeks ago

Kempton Park, South Africa DSM Full time

**DSM - Bright Science. Brighter Living.**

Are you excited by ensuring communication between customers/markets, banks, sales organization, finance, planning 3rd party logistic provider, forwarders, Distribution Centers and Premix Plants, innovation as well as new developments, and do you want to be part of a team with exciting challenges, then this might be the opportunity you are looking forAre you excited by ensuring communication between customers/markets, banks, sales organization, finance, planning 3rd party logistic provider, forwarders, Distribution Centers and Premix Plants, innovation as well as new developments, and do you want to be part of a team with exciting challenges, then this might be the opportunity you are looking for We are looking for a remarkable Customer Care Team Lead to join DSM Nutritional Products South Africa.

**The Challenge**

As the Customer Care Team Lead, you will be based in Isando and will report to the Customer Care Manager EMEA. You will lead the local customer care team for the HNC business by ensuring that they own the customer care process. You will ensure a high OTC service level to all markets/customers assigned and contribute to smoothen the operations by giving firsthand support and assisting in fixing any errors. You will assure all procedures are applied in case of a product recall according to the Management Directives.

**The Position**

**The key responsibilities in this position will be**:
Team Management
- Ensure that the team evolves to meet the business needs and helps to build dynamic and service-oriented culture within the customer care department, with the objective to achieve high and sustainable service level and customer recognition.
- Ensure communication and information exchange between CCSs and market manager, and build relationships.
- Organize and ensure onboarding of new hires according to the training template as well as define objectives and conduct annual performance review according to KPI’s with direct reports.
- Mentoring/ coaching / developing/ continuous training of direct reports.
- Ensure compliance to rules, procedures and manage consequences accordingly in collaboration with the Customer Care Manager.
- Manage resources: ensure availability and deputy functions of the direct reports.
- Ensure consistent and efficient use of the SAP system by the end users according to the defined business processes and SOP’s.

Operational Tasks
- Perform standard Customer Care duties and be the dedicated contact person to some key accounts.
- Guarantee the order to cash processes as defined, for local and export markets.
- Adopt and promote best practice as well as monitoring changes in the best practice standard.
- Ensure conformance to country specific regulations in close collaboration with the responsible markets and sales organizations.
- Promote and implement standardized processes wherever possible.
- Give support to Market Managers / GRLs regarding proper set up of customer hierarchies in SAP as well as increasing request of EDI connections and Vendor Managed Inventory.
- Coordinate all, matters pertaining to local and export transportation with our lead logistic provider and forwarders.
- Process and surveillance of Customer Complaints within the team and identify potential problems by means of root cause analysis and implementing corrective and preventive actions in close collaboration with the Customer Care Manager.
- Complaint investigator for logistic issues within the CCS team.
- Follow and develop SOP’s, assuring a uniform methodology and easy back-up between team members.
- Organize and lead review meetings with the markets.
- Interface internally to Finance & Administration to ensure fulfillment of all information needs and credit management requirements.
- Adherence to segregation of duties and SHE guidelines.

**The Ideal**

**The required qualifications, experience and competencies will be**:

- Matric and relevant Degree/Diploma
- 5 years’ experience in a Customer Care Specialist function
- Generalist background/commercial education followed by practical experience in Customer Care/distribution and/or transportation/ logistics/supply chain activities
- Understanding of OTC process and specific requirements for export countries
- Familiar with Incoterms, customs requirements, shipping documentation (local and export), liability matters pertaining to Insurance
- Computer Literacy
- MS Office (Outlook, Word, Excel, PowerPoint, Internet explorer)
- Very good understanding of SAP R3 SD Module
- Very good command (written & verbal) of English is a prerequisite.
- Innovative problem-solving ability
- Inspirational leader and effective team player
- Ability to work to a demanding work schedule and meet specific deadlines
- Strategic thinker
- Conflict management skills

**Procedure & Contact**

Reference check procedures are part of the DSM Recruitment & Selection Process. You will be contacted when these reference checks

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