Customer Service Supervisor

SUMMARY:
Manage the information accuracy, consistency and on-time flow of sales orders and associated customer requests to logistics. Ensures the team of Customer Service Representatives complies with the policies and procedures of the organization

POSITION INFO:

Manage the information accuracy, consistency and on-time flow of sales orders and associated customer requests to logistics. Ensures the team of Customer Service Representatives complies with the policies and procedures of the organization. This includes monitoring them to ensure the quality of work is aligned to maintaining the positive image, brand, and reputation of the company’s commitment to excellent customer service. Maintain document integrity, approved processes, policies, and organizational levels that supports the logistic planning and activation functions required to maintain excellent service levels.

Key Result Areas:

• Hit and exceed relevant sales and margin targets.
• Daily customer service audit
• Order processing accuracy to budget
• Maintaining accurate outstanding order report
• Maintaining accurate records and documents of all associated customer request forms
• No customer service complaints
• No collective order duplications, delivery of cancelled orders, duplications and back orders going missing.
  • Maintain clean, organized and well-functioning work areas at all times

KEY TASKS & RESPONSIBILITIES

• Maintain a professional, polite, and attentive attitude while also being accurate. Always be prepared and responsive to customers, suppliers, and colleagues in line with the company’s vision and mission statement below.
• Liaising efficiently with other departments on administrative matters of mutual importance.
• Assist and track the sales and logistics team''s communication with customers to ensure the company delivers consistent high-quality service levels and accuracies.
• Accurate and organized handling of office tasks, such as filing, document handling and data capturing.
• Receive customer queries or information request and then ensure these requests are fulfilled as a matter of urgency. Handling customer complaints and processing returns effectively while keeping accurate records of all customer interactions.
• Listen to customer concerns and provide information, answers, or responses in line with the company’s commit to excellent customer service.
  • Adhering to all company policies and procedures.
  • Control the accurate and comprehensive movement of all sales orders and related documentation between the customer service department and logistics. Ensure all documents are accounted for and checked for inaccuracies.
  • Maintain accurate and organized logistics planning structures, documents and information that are aligned to all company policies and procedures.
  • Collate and check information prior to performing daily customer service department audit in line company policies and procedures.
  • Receive and check daily routes from logistics. Check and distribute to Customer service department for invoicing and route sheet processing.
  • Update and distribute the daily stock exception report.
  • Provide quality support and back up to the external sales team to assist them in the achievement of their key result areas and targets.
  • Respond, track and provide feedback to the sales team on urgent customer service requests.
  • Maintain the branch outstanding order book to ensure it is accurate at all times. This includes setting up and maintaining a daily region by region check to ensure that all active sales orders are accounted for.

Qualifications and experience:

• 2 – 3 Years’ experience a telesales / order processing position liaising directly with logistics.
• Min Matric – any tertiary sales / customer service qualifications will be an advantage.
• Customer service passion and a dedication.
• Previous experience supervising a team.
• Previous order capturing experience using business / accounting software.
• Proficiency in all Microsoft Office applications and accounting software.
• Excellent organizational, multi-tasking and time management skills.
• Excellent written and verbal communication skills.
• Detail-oriented and high accuracy levels.
• Good data entry and typing skills.

REPORT TO

 Accounting Manager, Regional Sales Manager, General Manager and or Logistics Manager

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