Job Description

The Customer Service Manager within our Energy Storage OEM is a crucial position focused on delivering exceptional service to clients, ensuring their satisfaction, and fostering long-term relationships. This role is instrumental in supporting, addressing concerns, and coordinating efforts across various departments to guarantee a superior customer experience.
Reporting to the General Manager- Sales and Marketing

Key Responsibilities:

Customer Relationship Management

Develop and nurture strong relationships with new and existing clients, serving as the primary point of contact for their inquiries, concerns, and service needs. Understand client requirements and work collaboratively with internal teams to ensure prompt and practical solutions.

Service Excellence and Support

Oversee and lead the customer service team to ensure a high standard of service delivery.

Provide guidance and support to team members, resolve escalated issues, and ensure efficient handling of customer inquiries and complaints. Implement strategies to improve customer service processes and standards continually.

Client Communication and Engagement

Communicate proactively with clients to inform them about new products, services, and enhancements. Conduct regular follow-ups to gather feedback, assess satisfaction levels, and identify areas for improvement.

Coordination and Collaboration

Collaborate cross-functionally with sales, operations, engineering, supply chain and finance teams to address customer needs promptly and effectively. Ensure seamless coordination between departments to deliver on customer commitments and resolve issues efficiently.

Performance Monitoring and Reporting

Establish metrics to measure customer service effectiveness and team performance. Generate reports analysing customer service data and trends, providing insights to drive improvements in service quality.

Essential Requirements

• Proven experience in a managerial role focused on customer service, preferably within manufacturing.
• Strong leadership skills with the ability to motivate and develop a customer service team.
• Excellent communication and interpersonal abilities.
• Proficiency in CRM systems and other relevant software applications (Oracle Netsuite beneficial)
• Analytical mindset with a focus on continuous improvement and problem-solving.
• A customer-centric approach with a commitment to delivering exceptional service.

The Customer Service Manager plays a crucial role in ensuring the satisfaction of our clients within the Energy Storage OEM. This position requires a strategic thinker with excellent leadership and interpersonal skills dedicated to enhancing customer experiences and driving the success of our organisation.

All applications must reach our Human Resources Department by no later than 13 December 2023

Correspondence will be conducted with shortlisted candidates only.

Freedom WON is an employer of equal opportunity and supports the philosophy of regional demographic representation.

Freedom WON respects your privacy and will treat your personal information in compliance with applicable data privacy and protection laws. By applying to this job vacancy, you agree to Freedom WON using and sharing your personal information as described in the Privacy Notice.

Freedom Won (Pty) Ltd