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Customer Care Manager

Сфера деятельности: Operations

Тип должности: Permanent

Тип занятости: Full - Time

Место расположения: Johannesburg

Страна: South Africa

  • Identify our customer's needs or customers segments and define the related strategy
  • Define in accordance with the Business Unit and the Operations Director the Customer Care policy and priorities
  • Set out and follow the performance objectives through the dashboards (customer's service, cost to serve)
  • Ensure the smooth execution of the order to cash cycle in full conformity with the Supply Chain  Management Standards of the group ( cut-off, tariff, sales terms and conditions)
  • Ensure the execution of credit policy defined with finance and Operations Director
  • Collaboration with our clients (data exchanges, shared KPI, flows optimization, cost flow up, OSA, stock in trade, B to B portal etc)
  • Recruit, Develop and manage his/her team taking care of the know-how, transfer and the development of expertise. Implement organizational changes.
  • Contribute to the improvement of processes and information systems related to Customer Care
  • Share best practices and tools related to Customer Care

PERSONAL&PROFESSIONAL COMPETENCIES REQUIRED

  • Consumer centric & Service orientated
  • Operations and Supply Chain business acumen
  • Highly collaborative and have proven track record of being collaborative and working across functions within the Divisions and across the Supply Chain
  • Able to identify risk and work out mitigation plan independently
  • Excellent communication skills, both verbal & written ( fluency in English)
  • Presentation skills
  • Accounting/Controlling expertise advantageous
  • Management Software ( SAP preferable)

EXPERIENCE & QUALIFICATIONS

  • Supply Chain Qualification or equivalent
  • Minimum 5 years of industry experience in Customer Care environment
  • Advanced computer literacy, with emphasis on MS Excel skills
  • Advanced Analytics and problem solving
  • Analytical & systemic work style
  • Capacity to monitor projects
  • Ability to lead and enable teams to deliver high performance and KPI Objectives