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

 

 

 

 

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

 

Main duties 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 Customer Service Logistics and Planning (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 Service Level Agreement (SLA).
• Work with cross functional teams to drive improvement.

 

Qualification and 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.

                                                                        ONLY shortlisted applicants will be contacted.
                                                                     APPLICATION DEADLINE: Friday 14th February 2025.