Customer Service Manager

Description

About Verdant Specialty Solutions

Job Overview and Responsibilities

• Oversee the customer services team and maintain a professional environment for the customer service team to thrive, solve problems and increase customer satisfaction, leading to an increase in sales
• Train, coach and mentor the Customer Service Representatives to deliver best in class service
• Establish working relationships with internal and external stakeholders to drive continued performance improvements and efficient processes.
• Co-ordinate with Commercial and sales teams to incorporate plans to increase customer satisfaction.
• Set targets and KPI’s to ensure customer satisfaction levels are aligned with business objectives, and provide management reports about department performance.
• Hold regular meetings with Customer Service Representatives to discuss expectations and manage performance.
• Establish Customer Service Policies and procedures.

Customer Service Representative position has 2 primary purposes;

• The Customer Service Representative will engage with and develop relationships with their customers and be focused on providing best in class customer service whilst balancing the company’s policy’s and business needs.  To support the commercial and Technical teams in delivering the business objectives by providing a focused and dedicated support to our customers via telephone, email and other required communication methods and be proactive in driving improvements in the servicing of our customers and building positive relationships. 
• To be responsible for delivering customer service by managing the order fulfillment process supporting the Order to Cash process. Interact closely with the Scheduler(s), Operations and the commercial team to respond to enquiries internally and externally with regard to scheduling, raw material inventory, and shipments.    Supports the SOP forecasting process by acquiring forecasts from customers.

Client Relationship Management

• Build strong customer relationships to meet and exceed sales targets
• Share market intelligence / customer information with relevant stakeholders.
• Proactively engage with the customers via phone in relation to topics such as forecasts, orders and samples and sample follow up etc
• Ensuring the timely turnaround of new enquiries.
• Providing price quotation with guidelines set by the business, an d follow up accordingly.
• Contribute to the SOP process by providing customer forecasts.
• Participate in weekly and monthly meetings with key customers as required.
• Build strong effective relationships with customers to pre-empt all their needs.
• Maintain contact with inactive customers to understand their future needs and gain market information.
• Provide support to the commercial function as required.
• To achieve KPI’s set for the department and individuals

Duties/Responsibilities :

Primary order fulfillment

• Customer service contact for assigned customers and partner to Business Development Team
• Create, update, modify orders in the ERP and respective customer systems as required
• Review: Open Order book regularly/daily to ensure there are no orders in the past, orders without dates, pricing errors, and no issues v/s production dates
• Create and maintain accurate customer master data
• Ensure accurate pricing flows to the orders and facilitate updates as required, ensuring final dispatch invoices are accurate and timely.  Price accuracy is critical.
• Post dispatch, ensure additional charges such as demurrage are entered and invoice re-triggered.
• Compile and communicate accurate and timely information to both internal and external customers, as required.
• Proactively communicate with assigned customers regarding future holidays/plant closures etc to ensure orders processed in advance where necessary.
• Proactively participate in daily planning meetings, and other meetings as required
• Facilitate requests for product samples and maintain follow up tracking process.
• Provide documentation (SDS, CofA, etc) to customers, as required or requested
• Collects data and prepares reports on customer and departmental for input into KPI’s as required.
• Invoicing and month-end close, while enforcing applicable standards, policies, and procedures in regard to pricing
• Identifies opportunities to update or improve customer service procedures and makes recommendations to the Line Manager.
• Ensure all required documentation is filed appropriately for future inspection/audit.
• Supports the customer complaints procedure and other policies and processes.
• Special projects, as assigned
• To achieve KPI’s set for the department and individuals
• Performs other related duties as assigned.

Requirements

• Excellent verbal and written communication skills.
• Demonstrated experience in a customer service management role with solid experience in coaching, mentoring and motivating a team
• Knowledge of customer service procedures and principles in a manufacturing environment.
• Good understanding of Supply Chain Principles and Practices.
• High attention to detail and strong organizational skills with the ability to prioritize heavy workload and multi-task in a time sensitive environment.
• Ability to resolve customer complaints and issues while maintaining a professional and calm demeanour.
• Self motivated to use their initiative and to innovate when required
• Proficient in Microsoft Office Suite or related software.

Benefits