Customer Services Team Leader

1 week ago


Cape Town, South Africa Cipla Full time

**Division - **Supply Chain

**Department -**Customer Services

**Type of Employment -**Permanent

**Job Purpose**

The responsibilities include but not limited to driving service excellence within Customer Services with particular focus on team leadership, managing customer services operations, developing procedures to enhance productivity, and overall improving customer experience while building a positive and engaged environment

**Accountabilities**

**Manage Daily Customer Services Operations**
- Ensure information systems and operating platforms within Customer Service are fully functional daily, and any issues/non-conformances are reported to the relevant person/s timeously
- Ensures high levels of customer satisfaction by measuring and tracking relevant customer satisfaction metrics & SLA’s
- Oversee Customer Services systems utilization
- Drive CS procedure adherence

**Order Fulfilment**
- Ensure that all incoming orders received in Customer Service are processed effectively within SLA and in line with Customer Services standard procedures
- Manage account “on hold” as per Customer Service standards
- Ensure that all export orders are in line with exports regulation/standards
- Improve order accuracy

**Customer Query Management**
- Ensure that all customer queries received are resolved effectively and accurately within the agreed timelines
- Ensure all credits approvals are in line with internal processes
- Manage customer accounts recons with the team
- Manage Clawback process

**Reporting**
- Compile accurate Customer Services Daily and Weekly and Monthly reporting
- Oversee back-order reporting to internal and external customers
- Track, manage and improve overall Customer Service accuracy and efficiency levels
- Manage daily Customer Service transactions
- Manage Customer Service performance

**Customer Engagement**
- Determine customer service requirements by building coalition with internal and external customers
- Oversee the management of customer’s delivery expectation through daily random telephonic updates to customers
- Build sustainable relationships and trust with customers through open communication

**Pricing & Filing**
- Oversee prices and discount in the system as agreed with the commercial team
- Distribute and communicate updated price lists amongst the team
- Oversee Customer Service teams daily and monthly filing

**Team Engagement**
- Ensure team perform in line with quality monitoring standards and Customer score metrics
- Ensure effective coaching can be delivered in both 1:1 and team-based sessions
- Demonstrating a strong understand of Customer Service
- Manages ongoing performance in line with Performance Management structure and Training

**Customer Service Standards**

Develop and Standardise Customer Service workflow and procedures

**Other**
- Drives and implements continuous process and technology improvements in collaboration with relevant stakeholders
- Acts as first point of contact to manage escalations and exceptions
- Drive and contribute to a culture of quality/excellence, through adherence to Customer Service standards and operational controls
- Perform standard Customer Service duties and be the dedicated contact person for some key accounts
- May be required to perform duties outside of this job spec

**Qualifications**
- National Diploma / Bachelor’s Degree (Business Administration / Supply Chain is preferred)

**Work Experience**
- Prior 3 - 4 years’ operational experience within Customer Service environment or similar related experience is essential.
- A minimum of 2 years people management experience is a prerequisite
- Experience in managing a hybrid work environment will be advantageous
- Digital savvy with solid knowledge/ hands-on work experience ERP & CRM systems
- Solid working experience MS Office (Word, Excel, Outlook Office, Power Point & Teams)
- Project management experience would be an added advantage
- Mature business ethics
- Previous work experience in the pharmaceutical industry or similar environment is strongly preferred

**Job Location**

Parklands



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