Position Vacant:                        Customer Service Manager
Function:                                    Logistics Department
Location:                                    Port Moresby 
 

We have an immediate requirement for Customer Service Manager, reporting to the Logistics and Customer Service Manager. 

Main Duties will include: 
•    Understand the End-to-End Market to Cash and Order to Cash process. Ensure issues raised are resolved in a timely manner, ensuring key stakeholders are informed of progress. 
•    Monitor Global performance dashboards for Market to Cash stream, implementing action plans to drive performance of KPIs.
•    Lead Annual performance discussions with Regional CSLP on Customer Service Maturity Assessment.
•    Create and implement action plans to improve maturity assessment scoring.
•    Leads the process of the Customer Service Strategy development and deployment
•    Ensures execution of Customer Service Strategy in line with customer satisfaction, service delivery KPIs.
•    Monitoring and enforcing cross functional Service Level Agreements.
•    Responsible for Customer Master data maintenance in BASE JDE 
•    Responsible for Full Goods Material Set up in Mendix.
•    Responsible for managing the Customer Life Cycle in BASE JDE. 
•    Liaising with Regional Sales Managers on new customer set up in BASE JDE.
•    Lead Daily CS& Logistics Operations calls 
•    Plan and Implement Performance and Development objectives for Customer Service Team.
•    Plan and implement training for Customer Service Team. 
•    Monitor weekly/monthly housekeeping of orders.
•    Supports the Customer Service team to escalate issues cross functionally for operational support. 
•    Monitor the weekly Case Fill Rate (CFR) deployment calls with CS & Logistics Team.
•    Present Monthly CS Department performance review to CSLP Leadership Team.
•    Present Service delivery performance update in weekly S&OP meetings.
•    Back Up the Customer Service Officers with Sales Order Management as and when needed.
•    Monitor the execution of Request Queries and Complaints (RQC) - case resolution within SLA.
•    Work with cross functional teams to drive improvement.

Qualification & Experience: 
•    Minimum University Degree in Business with relevant experience.
•    Minimum of 5 years’ experience in similar role.
•    Project Management Skills 
•    Leadership skills
•    FMCG industry background is ideal.
•    Communication skills.
•    Excellent level of Computer literacy, experience with ERP system desired.
•    Knowledge of sales and customer service
•    Experience managing a team is desired.
 

                                                                                                             How to Apply

To apply, please forward your CV’s and Letter of Application to the link provided HERE & note that ONLY shortlisted applicants will be contacted.