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Customer Service Supervisor

1 week ago

Johannesburg, Gauteng, South Africa MAPEI South Africa Full time
Job Description

The Customer Service Supervisor is responsible for leading a team of customer service representatives, ensuring high-quality service, resolving customer issues, and improving customer satisfaction.

Main duties and responsibilities:

  • Collaborate with the sales team to achieve sales revenue targets.
  • Delegate orders to the customer services team and manage them for efficient processing.
  • Assist the customer services team in processing orders when needed.
  • Resolve customer queries in a timely and accurate manner.
  • Perform tasks related to new customer discounts, discount amendments, and special contracts.
  • Verify customer and order information to minimize queries.
  • Deliver on sales revenue targets for the department.
  • Manage and report on quotations monthly, following up on outstanding orders to ensure closure.
  • Manage and report on samples monthly while adhering to company policies and provide feedback to management.
  • Manage and report on pricing claims, providing feedback to management.
  • Reduce and manage cash sales in line with company strategy.
  • Manage credit notes requests in collaboration with finance.
  • Ensure continuous communication across all channels is relevant and informative.
  • Log claims/complaints on the relevant system and ensure closure within agreed timelines.
  • Enhance product mix to demonstrate value to customers and align with company objectives.
  • Offer technical expertise and advice on the advantages of the MAPEI product range.
  • Attend product training (self and staff) to maintain product knowledge.
  • Load new customer accounts as required.
  • Operate D365 and act as the superuser of the system.
  • Process product returns in a timely manner.
  • Provide a monthly report on the department's KPIs to the direct manager.
  • Lead and supervise the Customer Service team, ensuring the department meets company objectives, strategies, and KPIs.