Customer Service Manager
1 week ago
A retail company is looking to employ a Customer Service Manager at their head office. This position is required to work closely with the Senior Planner and Merchandising Manager to analyze customer activity, forecast sales, select forward-trending merchandise, and replenish stores optimally to maximize trading opportunities and minimize stock holdings in store. Ownership of the Wholesale Orderbook with regards to operations & shipping while working with all other departments - logistics, marketing, planning, merchandising and finance.
**_Key Performance Area _**
- Sales & Operations_
- Onboarding accounts including account setup, customer portals, reporting set up and CS training
- Provide accounts with seasonal information
- SAP Management including Price lists, Excel Seasonal Order Forms, Sku set up, Wholesale Segmentation and Door Count
- WHS Location Management
- Manage and set up VAS based on customer requirements and DSV
- Operational Order book Management | Shipping Order book
- Accounts in Arrears Risk Management
- Manage CS team by setting up KPI's to drive Customer Centrix as the main objective
- Work with S&OP and cross functional teams to drive alignment and transparency in relation to budget, stock on hand, inbound stock, orderbook and marketing
- Procedures & Operations_
- Create, Manage and Report on effective processes and procedures to drive the business forward
- Manage and report on 3rd service providers including claims (OTIF)
- Set up and manage Agent and CS SLA
- Ensure 3rd party service providers operate in a cost-effective manner
- Reporting_
- Returns Report
- Adhoc reporting
- OTIF
- Top Seller per Segmentation
- Shipping tracker
- Track marketing style vs purchase order intake
- Customer Seasonal Comp Report
- General_
- Maintaining a professional image whilst in the office or travelling
- Any other reasonable and lawful ad hoc tasks or duties that may be required from time to time
- Requirements _
- Tertiary Qualification
- 3 - 5 years of experience in a similar role
- Experience in SAP B1 & DTW operations
- Experience with a B2B system
- Process Automation Specialist
- Highly skilled in Excel (Data mapping, Auto-refresh dashboards, Vlookups, Ablebits, Pivot tables)
- Highly skilled Reporting & Analysis development
**Job Types**: Full-time, Permanent
**Salary**: R25,000.00 - R30,000.00 per month
**Education**:
- Bachelors (preferred)
**Experience**:
- Customer Service Management: 3 years (required)
- SAP: 1 year (preferred)
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