Customer Service Manager Job Vacancy at ALAF

KEY RESPONSIBILITIES:

A. Customer Service Operations

• To ensure the SLA Targets are met within planned time, cost and quality norms by ensuring effective utilization of the allocated resources.
• Achieve customer service objectives by contributing customer service information and recommendations to strategic plans and reviews; preparing and completing action plans; implementing quality and customer-service standards; resolving problems; completing audits; identifying customer service trends; determining system improvements; implementing change.
• Meet customer service financial objectives by forecasting requirements; preparing an annual budget; scheduling expenditures; analyzing variances; initiating corrective actions.
• To ensure the development and maintenance of Standard Operating Procedures (SOP) and other documentation to ensure uniformity across teams and processes.
• Responsible for process deliverables as per agreed SLA’s and quality.

B. Order Management:

• Oversee the accurate processing of customer orders, ensuring timely delivery.
• Coordinate with production and supply chain teams to manage lead times and address delays.
• Resolve order discrepancies and ensure invoicing accuracy.

C. Process Improvement 

• Improve customer service quality results by studying, evaluating, and re-designing processes; establishing and communicating service metrics; monitoring and analyzing results; implementing changes

D. Customer Relationship Management

• Determine customer service requirements by maintaining contact with customers;
• Maximize customer operational performance by providing help desk resources and technical advice; resolving problems; disseminating advisories, and new techniques; detecting and diagnosing problems.

E. Team Leadership

• Performance Management: Set performance goals and regular performance reviews.
• Participate in recruitment, training and mentorship of customer service representatives\

F. Communication:

• Serve as the primary point of contact for escalated customer issues.
• Coordinate with other departments (e.g., production, logistics) to ensure timely resolution of customer issues.

G. Net promoter Score

• Ensure NPS targets align with broader customer experience and business objectives.
• Use feedback from detractors and work with cross functional departments such as Production, Supply Chain and Credit control etc.
• Responsible for developing initiatives aimed at improving customer satisfaction and service delivery efficiently.

H. Reporting and Analytics:

• Prepare reports on customer service metrics, trends, and team performance as required by Head of Commercial.
• Utilize data analytics to drive decision-making and process improvements.

Qualifications required:

• Minimum academic qualification: Bachelors of Business Administration
• Qualifications as an added advantage: MBA – Business Administration
• General work experience (years):7 – 10 years
• Specific to the position (level/discipline/years): 6 years
• Industry: Manufacturing, Service Sector