Customer Services Manager (JHB)

Location: Lanseria, Johannesburg, Gauteng, South Africa
Date Posted: 17-07-2018
Job Title : Customer Services Manager
Grade: Middle Management
Department: Sourcing & Trading

CRITERIA:
1. Purpose of the Role
- To lead a team of Customer Service Representatives in delivering the company promise to customers on a consistent basis
- To deliver business objectives in CoC and Aviation segments
- Be the champion of Customer Service in the organisation
2. Key Responsibilities and Duties
- Ensure that customer orders are processed daily
- Engage with customers daily to sustain and develop business relationships
- Deliver volume and margin targets in CoC and Aviation segments
- People management – develop, mentor and coach staff members to ensure consistency of service delivery
3. Dimensions of Role (example: Sales Revenue, Operating Expenditure, Capital Expenditure, No. of Employees Reporting to Position)
- Volume
- Margin
- Customer Satisfaction feedback
- Leading a team of 3 CSR’s
4. Knowledge/Experience and Education
Excellent communication skills. Must be fluent in English and Afrikaans
- Service orientation
- Numeric ability
- Attention to detail
- Ability work under pressure
- Computer literacy
- Fuel Industry knowledge will be an advantage
- Tertiary Business Related Qualification
5. Core Competencies Required
- Excellent communication skills
- Exceptional customer service orientation
- Advanced numeric skills
- Excellent attention to detail
- Ability to work under pressure
6. Most Important Contacts
- Daily interaction with customers and suppliers
- Strong internal influencer – interacting with Finance, Operations and Sales
- To a large degree, the operational effectiveness of the organization is determined by the efficiency of this role
7. Level of Authority
- The role is part of the Middle Management and reports to the GM : Sourcing and Trading
8. Anticipate Major Difficulties 
- Multiple deliverables – ability to prioritize
- Pressure situations do occur and need to managed calmly but efficiently
9. Value Set
- A people oriented individual who always places the customer first
- Honesty is a non-negotiable – both in terms of behavior set and communication style
- Needs to have a player – coach leadership style
10. Key Results
- Margin
- Volume
- Customer Satisfaction Score
- Lead measures on company scorecard
 
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