Customer Services Manager

2 weeks ago

Modderfontein, South Africa AECI Full time

Implementation of CRM (Customer relationship Management) system to increase reporting capabilities, increase efficiencies and automate the query resolution and escalation process.
- Driving performance to ensure that KPI’s, service levels and deliverables are being achieved.
- Ensure that the team displays good customer service principles in their dealings with customers and other internal team members/departments/subsidiaries.
- Creating effective customer service procedures, policies, and standards.
- Ensure the full implementation of the Customer Services strategy across the business and an active business process lead for the Sales & distribution module.
- Actively promote and manage the process of continuous improvement in Customer Service standards within enquiries and order processing.
- Ensure the accurate processing of customer quotations, orders and order confirmations within agreed timescales.
- Participate and contribute to relevant management meetings.

**Qualifications & Experience**:

- Bachelors degree in Logistics / Supply Chain Management/Business administration.
- Minimum of 5 years’ recent and proven experience within customer service environment.
- Knowledge of analytical instrumentation
- Good understanding of pricing, margins and good general business acumen.
- Accustomed with SAP functionalities (with preference for SAP S/4HANA/or ECC

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