Customer Service Manager

JOB PURPOSE
Summarise why this job exists and how it contributes to the organisation. Be specific; do not write a general statement which may
apply to other jobs in the organisation.
The Customer Service Manager is responsible for strategic management of all Divisional customer service
operations within the order management process. Position will interact daily with customers, production,
Planning, Logistics, Quality, and sales staff to effectively meet customer service standards and support the
Divisions strategic initiatives.
MAIN DUTIES
A general summary of the major activities and responsibilities (which represents the key tasks) of the jobholder.
(A sample of day-to-day actions.)
Manage the daily customer service department workflow to ensure customers are serviced in a satisfying manner and
company goals are met.
Intervene in and directly manage challenging customer situations through research, direct communication, and any
other means necessary to resolve outstanding issues.

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Monitor customer relationship management strategy and outcomes for key customers.
Works with customers and other functional leaders to address systematic customer service problems.
Responsible for reporting customer service metrics and action planning when issues are identified
Monthly Sales & Order Intake Forecast (In Communication w/ Sales & NSM)
Weekly Sales & Order Intake Forecast (In Communication w/ Sales & NSM)
JDE order Intake Report to all Sales Team
Pending order Review with team
Siebel Claim Review with team
Domestic Demand for Subsequent month + next 6 months
Tracking of material: Deposition vs Date plan
Ensuring OTR/OTP and CX performance
Driving CRM Activities / Review with team day to day basis
Supporting AR issues Resolution
Tracking TTA/TTR performance in Salesforce.
Providing MIS / Sales Analysis on requirement from Sales
KEY ACCOUNTABILITIES
All jobs are accountable for producing a range of outputs (end results).
List 6 to 8 outputs of the job.
Please describe what needs to be achieved (output) and what needs to be done to achieve it (action)
(What is done to what with what outcome. Examples: Recruit and train sales staff to provide a competent sales force, or
Manually Check recorded data against system to resolve variances.)
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Track, report, and analyze customer service metrics, including OTR, OTP, CX, Open Siebel
Claims, TTA, and TTR performance, and develop action plans where gaps are identified.
Drive day-to-day CRM activities and conduct regular reviews with the team to maintain customer
data accuracy and follow-up discipline.
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Prepare and communicate monthly forecast for OTR/OTP and LBL and share it with Finance.
Collaborate with customers, Sales, National Sales Managers, and cross-functional leaders to
identify and resolve recurring customer service issues.

JOBHOLDER REQUIREMENTS
List the requirements necessary for a MINIMUM PROFICIENCY in the job. (skills, knowledge and experience)
-Minimum of 10 years experience in a manufacturing environment with the majority of those years in a
supervisorial and/or managerial role within customer service.
-4 year college degree in business or related discipline with Post graduate degree in Management.
-Possess analytical and technical skills required to understand business practices and processes.
-Must possess advanced computer and Analytical skills and understand electronic processing.
-Excellent written, verbal, and interpersonal communication skills for effective interface with all internal
and external contacts.
KEY COMPETENCIES
List here the competencies, which are critical in order to be successful in the job. (communication skills, customer orientation etc.)
Communication skills
Problem solving
Capability to manage forecasts, pending orders, reviews, reports, and priorities in a structured manner.
Data analysis and Reporting.
Stake holder management.
CRM and Systems knowledge (ERP).