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Customer Services Manager

2 weeks ago

Springs, South Africa McCain Foods (S Africa) Full time

**Position Title**:Customer Services Manager (Orders)

**Position Type**: Regular - Full-Time

**Position Location**: Springs

**Grade**: Grade 05

**Requisition ID**: 15917

**PURPOSE OF THE JOB**:
To manage and oversee all aspects of the Company’s Customer Service Order department’s policies, objectives and initiatives to provide excellent Customer Service, including;
- Customer Order processes including TMS planning management to shipment creation.
- Customer Service Level (CSL) and OTIF reporting and monitoring
- Customer complaints and escalations across the customer base
- Incident Management and root cause analysis, objectives and initiatives.
- Analyse Customer Service related information and evaluate results to choose the best resolutions and alternatives to Customer Service challenges and to identify opportunities to improve the overall Customer Service by developing productive the relationships with TMS providers, commercial and supply chain warehouses.

**KEY PERFORMANCE AREAS**:
**Customer Order Management**
- Manage the team in terms of Order receipts and capture to ensure that customer orders are processed accurately and timeously and in accordance with the defined Order process and lead times.
- Monitor and manage timeframes for Order Capture process and customer NDDs.
**Customer Complaints**
- Manage and motivate the team to ensure customers are dealt with in a friendly, consistent and professional manner.
- Monitor and manage timeframes for corrective action reports and complaint resolution.
- Provide Customer Service personnel with guidance in handling difficult or complex issues so they can be resolved effectively and efficiently.
- Provide guidance on how to escalate complaints / disputes within the organization.
- Manage and resolve escalated customer complaints (major incidents with potential legal, food safety or health implications).

**Order Desk & Delivery Incident Management**
- Ensuring that the best possible levels of Customer Service are maintained.
- Oversee the process to identify and restore normal Customer Service operations as quickly as possible to minimize the adverse impact on business operations and customers.
- Manage TMS transportation planning service providers and ensure the SLAs on load planning and shipment creation in the system is maintained.
- Regular engagement with the TMS teams to ensure orders are planned and converted into an achievable load plan.

**Oversee all aspects of the Customer Service department’s systems, policies, objectives and initiatives**:

- SAP & Sales force, to ensure that:

- accurate record keeping (all correspondence with customers) is maintained
- ensure any required System maintenance or upgrades is undertaken
- Implement and maintain standard procedures and templates for customer complaint handling, order management and incident management.
- Implement and manage the process for investigations and solving of customer complaints (corrective actions) and incidents (non-conformances).

**Prepare reports and analytics related to the Customer Service Order Desk function**:

- Provide reports that will be utilized by the department and business to highlight and focus on areas that need improvement (weekly, monthly, quarterly and annual reports).
- Evaluation of the data gathered will guide the department and business to make decisions that improve the quality of Customer Service delivered and decrease the overall volume of incidents reported.
- Establish Customer Order, Complaint, Delivery and Incident trends.
- Provide regular Customer Service level reports to both customer and business.

**Manage, lead and develop Customer Service department team**:

- Perform annual Performance Reviews
- Upskilling and development of the Customer Service Order team

**EXPERIENCE REQUIREMENTS**
- Minimum 5 years’ experience in customer service management or similar role within Supply Chain / Commercial environment.

**QUALIFICATIONS**
- Matric
- Tertiary degree / Diploma or industry equivalent

**PERSON SPECIFICATIONS**
- Ability to deal calmly and effectively in high stress situations
- Prepare correspondence and reports.
- Ability to communicate effectively and to deal with customers in a courteous and tactful manner
- Ability to develop and maintain good working relationships and networks
- Good leadership capabilities with ability to influence, persuade and motivate at all levels
- Excellent planning and organization ability
- Results orientated
- Self-driven with a high level of initiative
- Ability to work well in a team, with a high degree of responsibility / accountability
- Ability to work well under pressure and to demonstrate high levels of flexibility and adaptability
- Valid driver’s license
- Able to work without close supervision
- Above average verbal and written communication skills
- Strong interpersonal, communication, organisational and follow-through skills

LI-SAF1
- McCain Foods is an equal opportunity employer. We see