Customer Service Team Lead

• Minimum Grade 12 Certificate.
• Education: Grade 12 (Sales qualification - Diploma / Degree will be an advantage)
• 4 to 6 years experience in Customer Service and with a strong Logistics background.
• Manufacturing or Retail sector being a prerequisite
• Language: Fluent in English & Afrikaans
• Systems: Sage Line 500, MS Excel, Google slides, TMS and Google Sheets
• Supervisor for Gauteng and Brits region with 3 subordinates
• Strong customer services mindset
• Proactive individual with a strong work ethic and professional attitude
• Process and deadline driven individual
• Excellent interpersonal skills and the ability to work in a team
• Ability to work accurately under pressure
• Excellent communication skills (verbal and written)
• Good conflict management skills (internally and with customers)
• Feedback driven, Persuasive
• Ability to adapt quickly in a changing environment
• Continuous improvement mindset

Key Responsibilities

• Lead and develop customer service agents and transport planner in the region
  • To monitor and evaluate performance to enhance individual results in line with departmental KPIs
  • Support team with product and process training
  • Build positive relationships with customers and transporters
  • Ensure transporters and transport planners provide excellent customer service according to the company standards and within the parameters of applicable legislation
  • Facilitate customer queries within the region.

Duties:

Order Management

• Provide centralised point of contact regarding customer orders
• Daily interface with sales team regarding new orders, changes to existing orders, cancellation requests and delivery dates
  • Daily communication with transport planner to schedule priority orders, confirm status of current orders, provide customer feedback, follow up on missed deliveries and escalation to appropriate parties
  • Maintain the order book paying particular attention to any peculiarities
  • Daily communication with customers
  • Order quality maintenance and accuracy
  • Manage walk-in customers and cash sales
  • Advise team of any stock urgencies
  • All goods received/ returned to be processed on a weekly basis
  • Liaise with the Credit Controllers regarding overdue accounts
  • Support with POD management where applicable

Customer Experience

• To manage the end to end process of all related complaints (including support to the technical and sales departments for complaints)
• To ensure all customer complaints are dealt with within company policies
• To be the primary customer liaison / point of contact for complaint updates, including quality
  • Work with and influence various departments within the business to reduce the level of complaints through feedback to the relevant functions
  • To ensure complaint resolutions are reached within agreed timeframes and escalate where necessary asking for advice where needed but full ownership lies with the customer service agent
  • Compile and present complaint data (reports) on regular basis, including working with colleagues to produce customer response letters or reports

Customer Service

• Handle all customer queries (phone and email) efficiently and effectively each day and deliver exceptional customer experience.
• Calls will be of a varied nature and will include answering questions regarding stock availability, delivery dates, pricing enquiries, quotations and complaint notifications
• Follow up on quotations submitted
• Ownership and accountability for the service provided to customers
• Proactively make outbound customer care calls to ensure continuous improvement of service levels and minimise risk and potential queries and complaints.
• Proactively check status and progress for orders and inform customers ahead of time of any changes/ amendments
• Monitor customer accounts and activity and follow up / engage with customers
• Build key professional working relationships with customers and internal stakeholders
• Full ownership and accountability for your order book ensuring daily checks are completed, including advising customers of their collections & the process
• Full accountability and responsibility for end to end customer experience for their full accounts
• Support other regions if required with order capturing and processing in the event of resource constraints to maintain customer satisfaction
• Adhere to the company’s safety standards
• Maintain and safeguard company property and the confidentiality of company information
• Any other ad hoc duties as required by the department

Logistics

• Support transport planner with queries or escalations relating to transporter non-delivery
  • Cost analysis on transportation costs to understand overspend and identify opportunities for savings
  • Understanding of the customer delivery locations in order to optimise the model
  • Hold transporters accountable to meet the required service levels and agreed contractual terms and conditions
    • Develop solutions with internal stakeholders and transporters on issues impacting customer service
    • Support procurement team with rate negotiations through market information on changing conditions on cost indicators

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