Customer Service Team Lead

3 weeks ago

Johannesburg, South Africa AVI Limited Full time

The Coffee Importers and Roasters Organisation (CIRO) is a true coffee emporium. As the preferred one-stop
solution, CIRO offers expert services in sourcing, roasting, blending, packaging, training, equipment, technical support, national and international distribution and market trend analysis. As the largest manufacturer of pure coffee in South Africa, it is easy to understand why CIRO is a noteworthy front-runner within the coffee service industry and renowned for consistent quality, innovative product formats and extra value offering.

An exciting 6 month contract exists for a Customer Service Team Leader at CIRO in Bryanston. The Customer Services Team Leader will be responsible for the management and administration processes used by the National Coffee Squad team. The Coffee Squad is the team that is responsible for the training of Barista's and other service staff in the outlets that sell Ciro products.

Line Manager: National Customer Services Manager

Job Specification:

Key Performance Areas:
Deliver customer excellence

- Ensure Coffee Squad evaluations meet the requirements of CIRO and the Customer demands
- Forward planning and scheduling of customer visits
- Email confirmation of scheduled visit to customer prior to visits
- Track achievement of planned schedule
- Ensure Coffee Online Review Evaluation (CORE), and SAP (Electronic Reporting Program) is configured to achieve coffee squad evaluations
- Ensure Coffee Squad members have the correct tools and spares available and stock take is done on a regular basis

Team Management

- Leave planning for the team
- Continuous training of team members on customers, products, cleaning, machine configurations
- Ensure the team are well presented for customer visits
- Approve overtime requests

Inventory Management

- Define boot stock requirements
- Weekly cycle counts in place and investigate variances
- Monitor spares consumption by customer per cycle
- Ensure tools and tablets are accounted for and in good working order
- Ensure Coffee Squad Electronic Service Order (ESO) job cards are to be closed timeously and accurately in SAP (Electronic reporting program)

Professional business reporting

- Report on costs by customer per audit cycle
- Prepare monthly review for Executive Team
- Professional reporting to the Key Account Managers as well as customers upon completion of each audit cycle

Execute corrective action request from audit cycles

- Review Coffee Squad Electronic Service Order (ESO) job cards and Coffee Online Review Evaluation (CORE) reports and ensure all corrective actions are reported to the correct department
- Track execution of correction action by Customer by timeline

Departmental meetings

- Meet with the Key Account Managers and Coffee Squad to identify customer demands in the market.
- Prepare quotations
- Prepare invoices and quotations for Training and Events
- Process invoices in SAP (Electronic reporting program)

Prepare and Process monthly expenses

- Process journals for filter consumption from Technical Call Centre to Key Account Manager
- Validate the accuracy of the Business Uber account
- Ensure all expenses are processed on time for inclusion in monthly expenses
- Review and authorize Coffee Squad overtime and cash card payments for meals and sleep out allowances
- Process purchases requisitions on SAP (Electronic reporting program) for Coffee Squad and Training department

Qualifications and Experience:

- Matric / Grade 12
- Supply Chain and Technical qualification – Advantageous
- 4 years of management experience in a technical environment
- 2 years of customer service management
- 2 years of experience within the coffee Industry – preferable
- Experience of working in a unionized environment

Competencies:

- Challenging views
- Making decisions
- Planning and Organising
- Taking initiative
- Building relationships
- Documenting facts
- Recovering from setbacks
- Meeting deadlines

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