Customer Care Manager - Manufacturing

SUMMARY:
Wadeville, Germiston

POSITION INFO:

•                   PURPOSE OF THE ROLE -                          Leads the Sales Administration / Customer Care function for the Company''''''''s  Internal Sales Department. Coordinates all aspects of customer quoting, forecasting, and order processing from order placements and acknowledgment through scheduling, shipping, and follow-up. Provides leadership to the Internal Customer Care Representatives.

                  JOB FUNCTIONS:

• Collates and enters material forecast into SYSPRO for rolling monthly of sales activities.
• Maintains sales revenue forecast by customer across sales teams and categories.
• Manages and/or enters customer orders as received via various methods if required.
• Queries and reports sales figures as required from various ERP/Reporting systems.
• Provides local leadership to all Sales Admin and Customer Care teammates.
• Overseas scheduled pickup and delivery dates based on customer request 
• Monitor customer and manufacturing orders to accommodate and communicate any changes
• Balance the needs of our customers while optimizing our manufacturing efficiency
• Communicate with customers and manufacturing to help resolve manufacturing scheduling constraints, conflicting customer priorities, and product availability constraints
• Participate in  scheduling/customer order review meetings
• Coordinate  consignment &  inventory shipments
• Maintain and report on customer service metrics for example on time deliveries, order backlog etc. Generates complex reports
• Print customer orders and communicate with dispatch to provide direction on priorities/workloads
• Coordinate delivery details between the customer and the logistics department
• Monitor sales activities that are different from product forecasts
• Communicate with the customer to ensure we are fully supporting their needs
• Maintain customer-specific account information such as delivery preferences, transit times, and customer-specific instructions
• Discuss/recommend any changes that need to be made to future forecasts
• Appraises performance and development with Internal Sales Manager and Customer Care reps in workgroups.
• Perform other duties as required by Sales Executive.

                         INHERENT REQUIREMENTS:

•  Diploma in Sales Management or equivalent qualification & Recognized Prior Learning
• 10+ years of experience in customer service, sales, and or marketing.
• Prior direct management of staff required.

Knowledge, Skills & Attributes

• Knowledge or demonstrated ability to work with forecasting
• Strong communication skills both written and verbal
• Open to participate in customer visits and interact directly with Buyers, Procurement Officers, Dealers, Intercompany, and large  or direct customers
• Proficient in Microsoft Office tools
• Experience with manufacturing ERP Software
• Strong leadership, supervisory skills

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