Hey Dude is looking to appoint someone in the role of a Customer Service Manager within their team.
Responsibilities
- On-boarding accounts including account setup, customer portals, reporting set up and CS training
- Provide accounts with seasonal information
- SAP Management including BP Maintenance, Account Set Up, VAS
- WHS Location Management
- Manage and set up VAS based on customer requirements and DSV
- Operational Order book Management | Shipping Order book
- Accounts in Arrears Risk Management
- Manage CS team by setting up KPI's to drive Customer Centrix as the main objective
- Work with S&OP and cross functional teams to drive alignment and transparency in relation to budget, stock on hand, inbound stock, orderbook and marketing
Procedures & Operations
- Create, Manage and Report on effective processes and procedures to drive the business forward
- Manage and report on 3rd service providers including claims (OTIF)
- Set up and manage Agent and CS SLA
- Ensure 3rd party service providers operate in a cost effective manner
Reporting
- Returns Report
- Adhoc reporting
- OTIF
- Shipping Tracker
- Customer Seasonal Comp Report
General
- Maintaining a professional image whilst in the office or travelling
- Any other reasonable and lawful ad hoc tasks or duties that may be required from time to time
Requirements
- Relevant tertiary qualification or related work experience to an equivalent level
- 3 - 5 years’ experience in a similar role
- Experience of SAP B1 & DTW operations
- Reporting Specialist (Set up and implementation)
- Process Automation Specialist
- Highly skilled in Excel (Vlookups/Xlookup, Sumif, Countif , IF, Pivot tables)
- Highly skilled Reporting & Analysis development
- Knowledge of Customer Service best practice
- Strong analytical skills
- Out the box thinker! Re-invent Customer Experience through streamlined processes
- Highly numerate and able to deal with large volumes of data
- Organized and deadline driven with exceptional attention to detail
- Must be able to manage & develop a team and drive excellent customer service and team priorities
- Must be able to identify problems and have good problem-solving skills
- Enjoys working with a team
- Ability to prioritize tasks according to importance in a fast-paced environment
- Multi-tasking capability without compromising on quality
- Dependable, punctual and able to work flexible working hours
- High emotional intelligence
- Strong sense of ownership and accountability
Benefits
- Gym & Shower facilities
- Personal Trainer
- Yoga
- Pension Fund
- Medical aid with Gap cover
- Staff discount (50% off for you and your family across all the brands within the group)
- Company performance incentive scheme
- Long-service incentives
- Holistic Employee Wellness programme
- The group prides itself in its effort to drive continuous employee engagement activities to enable a connected culture.
Should you not be contacted regarding this position within 2 weeks from the closing date, please regard your application as unsuccessful.
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