The Customer Service Manager will manage the existing and potential Export customers requirements and expectations are fulfilled in terms of purchase orders, delivery, timeliness, efficiency and quality through the supervision of the customer services team while constantly striving to maximise the business return.

JOB ACCOUNTABILITIES

a) Customer Focus: Understands who the customer is and is willing and able to deliver high quality services; which meets the needs and exceeds the expectations of all customers. Constantly strives to find new ways to increase customer satisfaction.
b) Planning and Organising: Organises own and teams time effectively, creates work schedules, prioritises workload, prepares in advance and sets realistic timescales. Monitors progress towards operational or strategic objectives. Makes sure all activity and resources are used efficiently and effectively.
c) Teamwork and Collaborative Working: Works with colleagues in own and other departments to achieve the overall company goals. Facilitates effective team interaction. Acknowledges and appreciates each team member’s contributions. Effectively utilises each team member to his/her fullest potential. Understands and is tolerant of differing needs and viewpoints.
d) Solution Development and Delivery: Applies knowledge of industry trends and developments to improve service delivery. Demonstrates focus, initiative and tenacity to achieve goals and objectives, using experience and judgement to make decisions and overcome barriers.
e) Communication: Facilitates team meetings effectively. Communicates proactively with other functions. Delivers engaging, informative, well-organised presentations. Resolves and/or escalates issues in a timely fashion. Understands how to communicate difficult/sensitive information tactfully.
f) Continuous Improvement: Strives to continuously improve systems/processes and practices in response to internal and external customer needs.
g) Functional Expertise: Highly proficient in a customer services capacity. Ability to supervise, direct and motivate the team. Remains abreast of best in class industry practice and ensure the function aspires to operational excellence at all times.

JOB KNOWLEDGE, SKILLS, QUALIFICATIONS AND EXPERIENCE

a) High self-motivation, results driven, with analytical problem-solving ability.
b) Ability to work under time constraints, proactivity & anticipation skills.
c) Ability to supervise, coach and lead the team.
d) Strong customer service skills & ability to develop customers satisfaction.
e) Solid written and verbal communication skills.
f) Strong business acumen and commercial awareness skills.
g) Continuous Improvement focused. Can do positive attitude, mindset & extra miles effort approach.
h) Working knowledge of MS Office / SAP, IT tools environment

Please refer the Job description for details