Full-Time Customer Excellence Manager – Tiger Brands Vacancies
Job Description
Tiger Brands Vacancies – Customer Excellence Manager
Job Description:
As a Customer Excellence Manager, you will be responsible for delivering outstanding customer service within a specific group of customers in the channel. Acting as the primary point of contact for escalations from the Customer Service Hub, you will collaborate with the Customer Interface Manager to ensure top-notch service delivery aligned with the company’s service catalogues. By managing operational teams, you will drive performance excellence, resolve customer issues, and implement continuous improvement projects that enhance the overall customer experience across the supply chain.
Responsibilities:
- Customer Service Management: Handle customer service complaints, inquiries, and requests while driving service excellence. Address root causes of customer issues and manage escalations effectively.
- Customer Service Improvement: Analyze and leverage cross-functional insights to improve the customer service experience, and provide feedback to enhance product management and service quality.
- Customer Service Strategy: Define and manage customer service requirements, policies, and procedures across the enterprise. Establish target service levels for each customer segment.
- Customer Interface Processes: Identify cross-sell and upsell opportunities and share insights with the sales team. Oversee order inquiries and post-order fulfillment, ensuring high-quality product delivery.
- Supply Chain Collaboration: Align supply chain resources by validating customer orders with supply chain partners to ensure seamless fulfillment. Translate customer service requirements into actionable supply chain activities.
Qualifications:
- Education: Degree in Business, Logistics, or a related field.
- Experience: Minimum of 7+ years in supply chain management, with at least 5 years in logistics, planning, customer service, or continuous improvement within the FMCG industry.
- Core Competencies: Strong knowledge of customer service, CRM, key account management, supply chain collaboration, and sales strategy.
- Leadership Competencies: Proven leadership skills, including managing change, driving results, and influencing others with integrity and respect.
- Personal Skills: Excellent communication, interpersonal, and negotiation skills, with the ability to make data-driven decisions and solve problems effectively.
Key Competencies:
- Customer Service Excellence
- Supply Chain Management
- Project Management
- Analytical and Financial Acumen
- Effective Communication and Collaboration
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