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Customer Care Manager – FMCG

Customer Care Manager – FMCG

Johannesburg North

The main purpose of your job is to manage and direct a team of customer service specialists in their daily operations. Thereby you ensure continuous improvement of performance to meet or exceed our customers’ expectations and build long and trustworthy business relationships (both with internal partners and external customers). You participate in the planning, development, and execution of strategies to drive best practices adoption and sustainable value creation.
 
Essential Qualifications, Experience and Skills:
  • 5 years operational experience in Customer Service in a similar market environment or trade structure
  • Operational experience in the luxury goods Retail/FMCG sector
  • Project management skills in a Customer Services related area
  • Experience in dealing or working with/for Customers or Suppliers (Distributors, Retailers, Suppliers, etc.) and affinity with the FMCG/Retail world
  • Strong people skills
  • A professional level of communication is English
 
Key Role Responsibilities
  • Effectively manage and assist the Customer Service Office team to ensure full support to all customers (internal & external) and timely and correct end-to-end administrative flows.
  • Optimise the Order cycle, reducing Cost-to-Serve and increase operational efficiencies.
  • Drive value added sales and supply chain initiatives by continuously analysing data and taking corrective action.
  • You recognize customer specific opportunities that will enhance the company Supply Chain performance.
  • Organise team/department activities to ensure optimal efficiency and productivity of team members. Ensure proper backups for each job.
  • Develop, coach and support team members to help them reach their full professional potential and to solve issues and support a continuous improvement culture.
  • Set clear objectives and perform periodic evaluations according to the company cycle.
  • Establish and manage budget for the unit.