Customer Service Team Lead

Why do we need you?

• Monitoring of key metrics (Service Charter Compliance; Backorder Management, CSi and OTIF) to drive compliance, implement corrective actions and to deliver on customer and business expectations. Attend various weekly/monthly meetings as required.
• Coaching, developing, supporting and motivating a team of consultants daily including performance reviews (One on one, annual and midyear performance reviews), implementation and monitoring of development plans.
• Ensure the team is adequately resourced to meet daily expectations and to minimise disruptions.
• Managing delivery against business targets including adherence to policies, procedures and processes, inbound/outbound calls and turnaround timescales for internal and external customers.
• Conduct regular team meetings to feedback on challenges, workable solutions, forward planning, general business and customer updates.
• To monitor general housekeeping and ergonomics to ensure conducive work environment and high levels of team performance.
• Understand each business strategy, their customers and products to align our service offering to the customers’ needs.
• Analyse all customer service-related reporting (Genesys, SAP, Qlikview, CSI) to seek opportunities for innovation and to suggest improvements.
• Stakeholder engagement – internal departmental meetings as set out, but not limited to: GIM Order Review Sessions, Debt Reduction meetings, Claims meetings, CSI meetings, Commercial Export meetings, Raw Material Review sessions.

Is this job for you?

The ideal candidate must have completed a Matric or equivalent, the candidate must also possess a Diploma in Imports & Exports, International trade or in Business Economics. Must have three to five years total work experience, of which at least two years must be demonstrable supervisory experience, it would be ideal should the candidate have experience in a manufacturing environment and leading a team in customer service or call centre environment. It would be advantageous should the candidate have Export & Import knowledge - Procedures, Finance, Payment Methods & Terms, Cargo Movement methods, Incoterms, Tariff Codes, insurance etc. Must be computer literate – Specifically SAP, QlikView, & MS Office.

To make sure nothing is forgotten

This role will be required to deliver excellent levels of service to customers by coaching, supporting and developing a team of Customer Service Consultants to complete tasks supporting the objectives and targets set by the businesses while adhering to and complying to legislation.

Legal Statement***“We value the importance of a diverse workforce as a cornerstone of our business success. Our primary focus in selecting the most suitable candidates for our roles is based on their skills, qualifications, and experience. We wholeheartedly embrace the principle of equal opportunity in our employment processes and are committed to eliminating any unlawful discrimination in our hiring practices”.***

Job Reference: ZAF00658