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Customer Service Manager

1 month ago

Johannesburg, South Africa Newrest Full time

**RESPONSIBILITIES: You will be responsible for**:
**Sales**:

- Being the main customer interface, including for contract, pricing, service and concept changes as well as business development.
- Secure new client accounts across South Africa
- Develop commercial strategy (identify leads, main actors, valuable information, strategic contacts, trends, client strategy )
- Develop bid strategy, sales approach and negotiating tactics for obtaining new contracts and retaining existing business
- Manage company’s strategy for invitations to tender & calls for bids
- Lead contract and pricing negotiations with customers including developing term sheets, reviewing contract proposals, analyzing customer proposals, and developing recommended counter-proposals.
- Create accurate costings and implement pricing in line with company strategy.
- Manage the Costing & CSM teams.

**Customer Relationship Management**:

- Endorse and develop customer relationship with existing clients
- Coordinate the Customer Service Department : manage a team of Customer Relationship Managers assigned to specific clients, ensure maintenance of high level of service, control contracts profitability, monitor and drive all SLAs and KPIs for the accounts, make sure that all standards are respected
- Supervise marketing and product presentations

**Analytics**:

- Conduct market analysis & product strategies to maintain up to date knowledge about industry influencers and key strategic partners.
- Provide monthly detailed sales reports for the General Manager and the Board Meetings, putting together a concise sales strategy / action plan.
- Ensure that a complete unit tour is done daily and check with the teams if everything is on the right track. Do a spot check on a specific area to report to Commercial / Production and Unit Manager, report to General Manager if critical.
- Ensure that a complete food testing is done weekly on all major airlines first, then minor airlines, for the different classes.
- flight check on the floor to the final invoice weekly.
- Ensure that the airline quality tracker must be updated on a weekly basis every
- Ensure that a weekly account report is done and sent to the Commercial Manager, Unit Manager, Production and General Manager
- Ensure that you do a minimum of two ramp visits per month with the airline operations staff
- Ensure that a spot check is done monthly on specs, ensure that the right version of specs on a airline and a class is being distributed and used
- Ensure that the menu calendar is updated monthly, before the 10th of each month
- Ensure that all specs are checked monthly by the 19th latest, for the next month menu change
- Ensure that a menu change meeting is held by the 20th of the month for the next month’s menu change
- Manage P&L’s.
- To observe all safety rules and procedures.
- To ensure all HSE rules & procedures are followed and hazards/near miss and accidents are properly reported.
- Any other reasonable task that may be required by management

**Qualifications**:

- Grade 12
- Diploma in Marketing & Events
- Diploma in Client Services

Experience
- 3 Years’ Experience

**Skills**:

- Communication
- Assertiveness
- Customer ServiceCompetencies
- Management
- Planning & Organization
- Leadership, Key Account Management