Customer Services Manager

2 weeks ago


Johannesburg, South Africa IFF Full time
Job title : Customer Services ManagerJob Location : Gauteng, JohannesburgDeadline : December 06, 2024Quick Recommended Links
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Job Summary

  • The role is responsible for the end-to-end Order To Cash process in order to ensure on-time order fulfilment in Business-to-Business support at sub-regional level, and direct people management of country or sub-regional Customer Service organization.

Responsibilities/Description

  • Supervise the end-to-end Order to Cash process based on Sarbanes-Oxley Act compliance policy and customer complaint and service case management in daily operations of sub-regional customer service organization
  • Participate in Order to Cash complaint investigation at sub-regional level
  • Manage sub-regional Customer Service Organization’s service level towards internal and external customers
  • Build a strong partnership with regional and global stakeholders
  • Drive continuous improvement in Order to Cash process and Service Level KPIs: on-time delivery, order entry accuracy, monthly compliance performance, customer complaint lead time, etc.
  • Participate in internal/external audit as needed
  • Translate Global Operations objectives and strategies into sub-regional Customer Service organization objectives and strategies based, and actively participate in Global/Regional Order to Cash projects
  • Manage sub-regional operational cost and customer service budget
  • Develop sub-regional Customer Service Organization capability and career succession 

Requirements

  • Bachelor’s degree or above in Supply Chain or Business Administration
  • 8-10 years' experience in Customer Service or Supply Chain of business to business
  • 5 years’ experience in direct people management
  • Knowledge in Supply Chain Management or end-to-end Order to Cash process
  • Expert knowledge of MS Office tools
  • Knowledge in SAP
  • Knowledge in basic finance
  • Fluent business English communication skills
  • Effective communication skills across all levels of the organization
  • Highly collaborative and team player
  • Cross cultural awareness
  • Ability to lead change and deliver results

Training / Certifications

  • SAP training
  • Microsoft Office tools training (Word, Excel, PowerPoint)
  • Incoterm and Payment Term training

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