Customer Service Team Leader

Job Description
Main Responsibilities:
External stakeholders

• Act as main link between the company and the customers.
• Ensure an effective communication and mutual understanding.
• Focus on understanding our customer’s needs and regularly updating customers where there is a need.
• Communicating any pricing updates with customers on time and ensuring the update is reflected on JDE for all customers.
• Manage customer escalation and claims issues effectively and resolution within a week.
• Ensure an effective response to customer requests, problems, and special needs.
• Ensuring that all issued local and export documentation including Proforma invoices and Invoices is accurate.

Internal stakeholders

• Working with the Sales team to address any issues they may have regarding their orders.
• Implement specific payment terms together with the Finance team on JDE for each customer; align all necessary documentation to the specific payment methods and align the system to reflect these payment terms.
• Partnering with Finance to ensure orders are serviced as per customer credit status. Most importantly to maintain a clear audit record related to department activities.
• Creating and maintaining customer accounts in the system as per Sales’ request and approval from the Finance team.
• Liaise with the Supply and Co-packing planner to support on the orders that can be serviced based on stock availability.
• Support the commercial strategy and ensure the same is cascaded to the Customer Service team.
• Liaise with Logistics and Transportation departments to reduce order cycle times and improve fill rates while controlling the cost of serving customers

Order processing

• Ensuring that orders received from Customers are received on email and are legible
• Ensuring that orders are entered are accurate and as per customer requests and that all lines that require cancelling are cancelled with the correct reason code
• Coordinate with the Warehouse team to ensure orders are loaded and dispatched within timelines requested by customer
• Liaising with Supply and Co-packing planner to confirm what orders can be serviced based on stock availability
• Ensure a close follow up of daily order entering and guarantee strict order entry accuracy, review orders entered to ensure this.
• Overseeing order tracking to ensure orders are processed for delivery on time and as per customer requests.
• Monitor the process from order receipt to delivery, ensuring any credit notes are done on time.

People

• Plan and manage activities of the customer service and team to meet the needs of customers and support areas of operations.
• Motivate the Customer Service team to ensure they execute their roles diligently and as per the BIC values.
• Lead weekly meetings with the Customer Service team to review tasks and ensure completion of tasks on time.
• Address issues the team may have and advise on any areas that we require improvement.
• Manage the Customer Service team’s development areas.

Reporting

• Attend weekly meetings with line manager to review Customer Service-related topics.
• Daily update the business on OIS (off invoice sales) number and explain changes.
• Maintain a weekly shipment outlook to review order status, priorities, and challenges and highlight any issues that may affect the OIS (off invoice sales) number.
• Share weekly reports with the Sales team with an update on open orders and their credit status.

Educational And Professional Experience

• University degree completed in relevant field.
• Minimum experience of 3 years’ experience in Customer Service.
• Business oriented mindset.
• Strong organization and time management skills.
• Efficient and can prioritize workload.
• Process oriented, solution driven and a continuous improvement mindset.
• Be able to perform in a Lean organization.
• People Management skills.