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Job description Lead the customer service department and function to achieve the company’s goals and implement the General sales and commercial strategy.
Responsibilities • To manage staff within the department, set and agree objectives, monitor activities and performance and provide the necessary support and training to enable staff to meet their objectives and develop their full potential.
• Recruit, mentor, develop, supervise and appraise the performance of staff, interview and recommend selection of employees; coordinate and arrange for appropriate training of subordinates.
• Instruct and train personnel in customer service policies and procedures including company’s software training.
• Plan annual vacations for the team as well as ensuring proper cover and handover during vacation period.
• Review and amend Customer Service Manual as and when new process and procedures are introduced and make sure that all customer service team adhere to CS manual.
• Review Cash Sales Price List every 3 months to ensure that the selling prices are in line with the agreed sales margins. Final selling price should be approved by the General Sales Manager.
• Performs liaison functions between various departments to ensure efficient service.
• Determine priorities with sales and CSR’s for all orders received and arrange weekly meeting with the Production team to plan production accordingly.
• Oversee daily cash receiving and deposits, credit notes. Ensure reconciliation with finance and accounting.
• Communicate courteously with customers by telephone, email, letter and face to face.
• Investigate and solve customers' complaints, which may be complex or long-standing problems that have been passed on by customer service assistants.
• Demonstrate customer relations skills that include handling stressful situations.
• Take ownership of customers’ issues and follow problems through to resolution.
• Regular meetings with the Operations staff; planning, production and purchasing, on the sales and customers’ requirement. Support and actively get involved in materials planning.
• Plan with the RSMs on monthly basis, prepare and analyse the collections and overdue status of the customers against the placed orders and/or regular business to plan the deliveries and/or actions.
• Support sales and marketing staff in tailoring the design and use of the CRM system to their needs.
• Works with Sales and credit controllers to resolve escalated issues pertaining to collection.
• Prepare and analyse statistics and compile accurate reports.
• Keep accurate records and document customer service actions and discussions.
• To decide on distribution of limited stock considering priority and its importance.
• To distribute factored products based on forecast.
• Ensure sufficient stock is available for fast moving items in all cash sales outlet by having regular communication with the cash sales representatives.
• OTIF Ownership, monitor and improve OTIF.
Skills required Min 5 Yrs. Experience in construction industry
Strong interpersonal
Problem solving & Decision making
Knowledge of customer ordering process.
Products knowledge
Well versed in ERP and MS office applications
MS Package
Educational requirements BSC. In any related field
DETAILS TO REGISTER FOR THIS JOB:
NOTE: ATS-friendly CV is COMPULSORY!
https://fosrochr.my.salesforce-sites.com/xcdrecruit__PositionDetails?id=a1zTw0000013QQRIA2NOTE: ATS-friendly CV is COMPULSORY!
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