Global Manufacturer of Bearings and Seals is looking for an experienced Customer Experience Manager, to lead, direct and drive the strategic and operational development activities within the South African customer services department, with the aim of achieving continuous, accurate and timely product supply to customers and ensure the company is well positioned to enable and achieve significant sales growth. A tertiary qualification in Business Management, minimum 8 years service-management in a multi-national company and minimum 5 years in a general management role with proven leadership experience in a multi-national company is required. The position will be based on the East Rand, Gauteng.

Requirements:

• A formal tertiary qualification in Business Management/relevant is essential
• Minimum of 8-10 years with proven customer service management within a multi-national company.
• Minimum of 5-7 years in a generalist management role with proven leadership experience within a multi-national company.
• Extensive knowledge of ERP systems including DOH, COH, and Syspro.
• Knowledge of customer service principles and practices.
• Ability to develop processes and systems to improve operational efficiencies.
• Product and industry knowledge advantageous - bearings and seals manufacturing
• Systematic, logical, analytical approach to problem solving and decision making.
• Ability to present findings and recommendations to leadership team, management team, regional management team and structures within an international group matrix.
• Ability to analyse and interpret relatively complex data in a logical manner
• Emotionally intelligent with a hands-on attitude and an ability to manage managers

Duties:

• Customer Service responsibilities - in charge of delivering seamless customer experience
• Identify causes of problems, bottlenecks and non-value added activities and initiate corrective and preventative actions
• Establish performance metrics, quality of order book management,
• People management ( Direct reports: 2 x Customer Service Managers, 1 x Digital Support representative)
• Responsible for the overall complying and adjusting of working capacity to meet customer expectations, business requirements and
  targets.
• Decision making and Effective communication, driving a high performance culture
• Develop Team targets and strategy
• System owner of Common Systems and managing Common System access
• Releasing bank payments
• Part of Customer Service Council Community
• Ensure adherence to audit requirements

If you have not heard from us within 3 months of applying, please consider your application unsuccessful.

Only online applications will be considered.

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