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Cato Ridge: Senior Customer Service Consultant posted by Tower Group

Cato Ridge: Senior Customer Service Consultant posted by Tower Group

Company
Tower Group

Location
Kwazulu-Natal

Job Type
Manufacturing Production

Job Description

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.
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