Job Description

Our client, a leading pharmaceutical company based in Johannesburg, is recruiting a Customer Service Supervisor. The ideal candidate must have at least 5 years of experience in a customer services environment and 2 years of experience in a supervisory role. The ideal candidate must have a Qualification in Customer service management or Business Management. or Equivalent

Duties and Responsibilities:

Overall Customer Service

• Plan, coordinate and control the activities of the customer service team to maintain and enhance customer experience; and meet revenue and organizational objectives.
• Develop and maintain customer service standard operating procedures.
• Enhance and Encourage a culture of customer service. Define and communicate customer service standards to the team.
• Direct the operations of the customer service team
• Identify and implement strategies to improve customer experience
• Ensure 100% resolution of inquiries and requests from Customers.

Other Responsibilities

• Updating fridge and warehouse temperature chart twice daily
• Assist with Adhoc duties assigned by Management
• Checking and refilling diesel generator with oil, water, and fuel
• Act as backup driver
• Maintain a safe working environment in accordance with Occupational Health and Safety Act

Customer Order Processing

• Develop and implement robust order processing flows to enhance the customer experience.
• Receiving of customer orders xe2x80x93 via e-mail, phone, sales rep, customer website and other channels. Daily check of all channels, ensuring no orders are missed.
• Accurate processing of and follow through of customer purchase orders (sales orders) into SAP: generate order acknowledgments, picking slips, delivery notes, post goods issue, invoices and all other relevant documentation.
• Ensure accurate processing of invoices and related transactions with no audit findings
• Daily backorder report review and action to ensure customers are informed and stock is delivered within lead times.
• Liaison and excellent communication with customers and all relevant departments within Company on an ongoing basis to ensure maximum efficiency of AEC operation.
• Develop and maintain a professional relationship with internal stakeholders in order to provide exceptional customer service.
• Maintain regular contact with Sales personnel, Warehouse Manager and Customers regarding stock shortages/ back-orders, deliveries, customer requirements and customer feedback information regarding service, products, etc.
• Liaison with warehouse manager for all deliveries and/ or stock queries - ensure deliveries within required timeframes.
• Monitor all delivery notes for collection from AEC and NTP sites on a regular basis and ensure they are invoiced correctly and in due time.
• Ensure consignment stock count sheets are submitted for counting at agreed frequency and that these are returned timeously, and invoicing completed.
• Communicate effectively with external customers, representing the company very well to customers.
• Manage the order processing staff.
• Reduce customer complaints.
• Collaborate with other departments such as NTP Production, Sales and Finance to achieve objectives.
• Attend all internal meeting requests as and when required.

Financial Management

• Prepare expense budget and obtain approval.
• Communicate the budget to the department.
• Monitor expenditure on a monthly basis and re-adjust as required.
• Perform expense analysis and do a reforecast on a monthly and/ or quarterly basis.
• Continuously work towards efficiency and best practice. Evaluate and implement cost containment measures.
• Check and approve purchase requisitions as and when required according to delegations of authority.

Human Resource Management

• Analyze the Company strategy to determine the applicable deliverables and resource needs. Determine the human resource requirements be it temporary or permanent and implement upon approval.
• Implement performance scorecards for all members of the department.
• Track and monitor performance and take the necessary actions as per Company Policy and Procedures.
• Conduct performance reviews and appraisals in accordance with Company Policy & Procedures.
• Provide support, coaching, mentoring and continuous feedback to the team members to ensure they perform at optimum productivity levels. Identify training needs of staff.
• Ensure appropriate record keeping.
• Liaise at all times with all team members and work as a team to reach targets set by the Company.

Cleaning

• Liaise with the Line Manager on a daily basis regarding current tasks, and assist in the planning of future tasks.
• Ensure all assigned duties are carried out, and that resources are efficiently utilized.
• Ensure that the companyxe2x80x99s policies and procedures are adhered to by cleaning staff. Ensure housekeeping standards are met and maintained in all facilities, and report shortcomings/faults to the Manager.
• Act as a communication conduit between management and staff. Work with members of other teams as required.
• Maintain and control use of cleaning materials, equipment & consumables.
• Timeously request purchase of consumables, equipment and materials.
• Assist the company to maintain the equipment register.
• Monitor and manage absenteeism. Report to the Line Manager.
• Actively promote Health and Safety, and report any breach directly to the Compliance department.
• Ensure that all cleaning staff wear all appropriate PPE.
• Where required, gather and provide information on a daily, monthly and annual basis, including schedules, consumable issues and usage etc.
• Report faulty equipment to the Line Manager same day of breakdown.
• Monitor and assist in planning for annual cleaning work.
• Monitor standards and compliance of work performed by outsourced contractors/ cleaners.
• Perform other duties as assigned.

Operational Compliance

• Achieve SHEQ targets as set by the Board/ Shareholder.
• Implement regulatory compliance related to the effective achievement of the department goals.
• Review customer complaints, investigate, and track their resolutions.
• Maintaining and keeping accurate records

Knowledge and skills:

• Knowledge of business and management principles involved in planning, resource allocation, human resources, leadership techniques, and coordination of resources and people.
• Knowledge of principles and methods for moving products by air, sea and road including the relative costs and benefits.
• Knowledge of principles and processes for providing customer and personal services. This includes customer needs assessment, meeting quality standards for services, and evaluation of customer satisfaction.
• Knowledge of economics and accounting principles and practices and analysis and reporting of financial data.
• Knowledge of principles and procedures for personnel recruitment, selection, training, disciplinary procedures.
• The ability to determine the capacity requirements of an organisation and to plan accordingly resulting in achievement of business goals and objective
• The ability to proactively detect changes required in the business interest and to implement the necessary mechanisms to manage the change without negative impact on the organisation
• The ability to communicate effectively and efficiently at all levels in the organisation
• The ability to manage resources in accordance with the terms and conditions of a contract to ensure on time delivery of outputs
• The ability to coordinate actions in such a way that the components work together in sound relation to each other
• The ability to guide, direct, and influence people in such a way that outputs are performed at an excellent level
• The ability to manage human, tangible, and non-tangible resources to achieve business targets and objectives
• The ability to conduct presentations at all levels in the organisation with and without presentation aids
• The ability to order things according to their importance or urgency
• The ability to apply the principles of problem-solving techniques to identify and resolve a problem in the best interest of all stakeholders

Qualifications and Experience:

• Grade 12
• A Qualification in Customer service management or Business Management. or Equivalent
• Customer Service Management certificate or Call Centre certificate
• More than five (5) years of experience in a customer services environment in the pharmaceutical, chemical, or life sciences industry.
• At least two (2) years in a supervisory role.
• Excellent business communication skills
• Excellent attention to detail.
• Excellent planning and organizational skills to ensure workload is managed effectively.
• Excellent problem-solving skills.
• Knowledge of the SAP system will be an added advantage.
• Experience in radiopharmaceuticals industry will be an added advantage.

Remuneration

• Market-Related

Only candidates who meet all the requirements stipulated in this advert will be considered. If you donxe2x80x99t receive feedback from us within 2 weeks of your application, please consider your application unsuccessful.

To apply please send your CV and supporting documents to recruitment1@qetello.co.za with REF: Customer Service

Qetello Holdings