Cato Ridge: Senior Customer Service Consultant posted by Tower Group

Our client a leader in the steel industry is seeking a highly experienced Senior Customer Service Consultant to join their team based in Cato ridge

MINIMUM REQUIREMENTS

• Grade 12
• Bachelor’s degree in Commercial or equivalent Diploma
• Qualifications: Data analytics or IT an added advantage
• 5 to 6 years in a Steel Industry or similar environment

MAIN JOB FUNCTIONS

• Oversee Customer Service Consultants on a day-to-day basis.
• Raise tickets for any changes needed on SAP.
• Follow up on and escalate outstanding tickets if need to the Customer Service Manager.
• Departmental database development and management
• Perform all system changes required, i.e. SOP updates, report updates, database changes.
• Develop and maintain departmental reports.
• Ensure a professional service is given to the entire department.
• Build and maintain strong relationships with all sales, business development and customer service personnel.
• Assist the Customer Service team with resolving customer complaints swiftly through the claims system.
• Maintain the Product Claims register.
• To development and maintain of Standard Operating Procedures (SOPs) and other documentation to ensure uniformity across teams and processes.
• Develop and maintain entire sales department information systems.
• Assist the Departmental Management Team with daily information and forecasting.
• Assist Customer Service manager to improve customer service quality results by studying, evaluating, and re-designing processes; establishing and communicating service metrics; monitoring and analyzing results; implementing changes.
• Assist Customer Service Manager to maximize customer operational performance by resolving problems; disseminating advisories, and new techniques; detecting and diagnosing problems.
• To track & ensure closure of claims.
• Identify patterns, anomalies, and discrepancies across datasets.
• Develop dashboards and reports using tools like Power BI, SAP Analytics Cloud or Excel
• Present insights to department Management Team.
• Support predictive modelling and trend analysis for sales
• Assist in budgeting and process optimization.
• Work with IT and SAP teams to improve data workflows and reporting capabilities.
• Work all departments to align data strategies with business goals.
• Support ad hoc data requests and audits.