Customer Service Team Lead Brits Salary: R500-550K Per Annum, Permanent with benefits Purpose of Position: Complement Recruitment are recruiting for a Customer Service Team Lead for a permanent position based in Brits, North West, Gauteng. Apply Directly for this Job by clicking here – [Click here to apply] Minimum Requirements Qualifications And Skills Minimum Grade 12 Certificate. Education: Grade 12 (Sales qualification – Diploma / Degree will be an advantage) 4 to 6 years experience in Customer Service and with a strong Logistics background. Manufacturing or Retail sector being a prerequisite Language: Fluent in English & Afrikaans Systems: Sage Line 500, MS Excel, Google slides, TMS and Google Sheets Supervisor for Gauteng and Brits region with 3 subordinates Strong customer services mindset Proactive individual with a strong work ethic and professional attitude Process and deadline driven individual Excellent interpersonal skills and the ability to work in a team Ability to work accurately under pressure Excellent communication skills (verbal and written) Good conflict management skills (internally and with customers) Feedback driven, Persuasive Ability to adapt quickly in a changing environment Continuous improvement mindset Key Responsibilities Lead and develop customer service agents and transport planner in the region To monitor and evaluate performance to enhance individual results in line with departmental KPIs Support team with product and process training Build positive relationships with customers and transporters Ensure transporters and transport planners provide excellent customer service according to the company standards and within the parameters of applicable legislation Facilitate customer queries within the region. Duties: Order Management Provide centralised point of contact regarding customer orders Daily interface with sales team regarding new orders, changes to existing orders, cancellation requests and delivery dates Daily communication with transport planner to schedule priority orders, confirm status of current orders, provide customer feedback, follow up on missed deliveries and escalation to appropriate parties Maintain the order book paying particular attention to any peculiarities Daily communication with customers Order quality maintenance and accuracy Manage walk-in customers and cash sales Advise team of any stock urgencies All goods received/ returned to be processed on a weekly basis Liaise with the Credit Controllers regarding overdue accounts Support with POD management where applicable Customer Experience To manage the end to end process of all related complaints (including support to the technical and sales departments for complaints) To ensure all customer complaints are dealt with within company policies To be the primary customer liaison / point of contact for complaint updates, including quality Work with and influence various departments within the business to reduce the level of complaints through feedback to the relevant functions To ensure complaint resolutions are reached within agreed timeframes and escalate where necessary asking for advice where needed but full ownership lies with the customer service agent Compile and present complaint data (reports) on regular basis, including working with colleagues to produce customer response letters or reports Customer Service Handle all customer queries (phone and email) efficiently and effectively each day and deliver exceptional customer experience. Calls will be of a varied nature and will include answering questions regarding stock availability, delivery dates, pricing enquiries, quotations and complaint notifications Follow up on quotations submitted Ownership and accountability for the service provided to customers Proactively make outbound customer care calls to ensure continuous improvement of service levels and minimise risk and potential queries and complaints. Proactively check status and progress for orders and inform customers ahead of time of any changes/ amendments Monitor customer accounts and activity and follow up / engage with customers Build key professional working relationships with customers and internal stakeholders Full ownership and accountability for your order book ensuring daily checks are completed, including advising customers of their collections & the process Full accountability and responsibility for end to end customer experience for their full accounts Support other regions if required with order capturing and processing in the event of resource constraints to maintain customer satisfaction Adhere to the companys safety standards Maintain and safeguard company property and the confidentiality of company information Any other ad hoc duties as required by the department Logistics Support transport planner with queries or escalations relating to transporter non-delivery Cost analysis on transportation costs to understand overspend and identify opportunities for savings Understanding of the customer delivery locations in order to optimise the model Hold transporters accountable to meet the required service levels and agreed contractual terms and conditions Develop solutions with internal stakeholders and transporters on issues impacting customer service Support procurement team with rate negotiations through market information on changing conditions on cost indicators Find Us on Social Media
