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Customer Services Manager

4 months ago

Cape Town, Western Cape, Saudi Arabia Ares Holdings Full time

Key Responsibilities:

Team Management:

  • Supervise and train Sales Co ordinators.
  • Develop and implement customer service policies and procedures.
  • Conduct regular performance evaluations and provide feedback.

Customer Support:

  • Customer information Alignment, on boarding in respsect of doors, agents, and segmentation
  • SAP entry form completed to share with finance for final vetting and onboarding
  • SAP Management including BP Maintenance
  • VAS Management
  • Wholesale Location Management
  • Handle escalated customer inquiries and complaints.
  • Ensure timely and accurate responses to customer inquiries.
  • Maintain high levels of customer satisfaction through quality service.

Sales Support:

  • Collaborate with the sales team to understand customer needs and provide appropriate solutions.
  • Assist in the preparation of sales proposals and contracts.
  • Facilitate communication between the sales team and customers

Sales Operations:

  • Streamline order processing and ensure accurate order fulfilment.
  • Monitor and report on sales metrics and performance.
  • Manage CRM systems and ensure data integrity.
  • Tax Invoicing |Credit Notes |Returns
  • Ticketing |LPN |ASN |Booking Templates and Booking with Customers
  • Returns Reporting
  • OTIF
  • Shipping Tracker
  • Tracking of Marketed Styles
  • Order Book Management
  • Integration Alignment
  • Reduction in bottlenecks
  • Any other Reasonable and lawful Ad Hoc tasks or Duties which may be required from time to Time

Process Improvement:

  • Identify and implement process improvements to enhance efficiency and improved reporting to In order to keep the business pushing forward
  • Manage and Report on 3rd party service providers OTIF
  • Ensure cost effective 3rd party service providers
  • Develop and refine customer service and sales support procedures. Agents
  • Conduct regular training sessions for staff on new processes and tools.

Collaboration and Communication:

  • Act as a liaison between the sales team and other departments Planning, Shared Services, Shipping
  • Ensure alignment of customer service activities with overall sales objectives.
  • Regularly update the sales team on customer service initiatives and feedback.

Required Skills and Qualifications:

Education:

  • Relevant tertiary qualification or related work experience to an equivalent level

Experience:

  • years of experience in customer service, with at least 2 years in a managerial role.
  • Experience in sales support or sales operations is preferred.
  • Reporting Specialist
  • SAP B1 and DTW Operations