CUSTOMER SERVICE MANAGER JOB

Job Detail

Job ID 6979
0

Job Description

JOB TITLE	CUSTOMER SERVICE MANAGER
NATURE OF JOB	FULL TIME
INDUSTRY	PRINTING COMPANY
SALARY	KSHs 100,000.00
JOB LOCATION	NAIROBI

Job Summary

Our client a printing company in Nairobi, is seeking to recruit a suitably qualified and experienced individual for the role of Customer Relations Manager. The Position will be responsible for overseeing the customer service flow of all jobs from the AE/AM in liaison with the production team and dispatch ensuring a smooth flow of all processes giving feedback to all parties in a timely manner. This will involve ensuring outstanding customer service in line with customer service guidelines so as to maintain the current customer portfolio and grow business.

Duties and responsibilities:

To provide excellent customer service in sales and after-sales situations
Lead and direct a B2B Operations Customer Support team in a 360 degrees business environment.
Scheduling of team members to cover deliver value to both internal and external customers.
Prepare training materials, documentation and Standard Operating Procedure to meet team needs.
Develop and implement service plans to meet and exceed service level agreements.
Provide executive level visibility to operational performance, incident and outage, resources assigned, project activity, and service level performance.
Implement process for performance management and continuous improvement against established key performance indicators.
Collaborate and build strong relationships with internal technical resolution team to build cross-team effectiveness and remove organizational barriers for strong teamwork, collaboration, and excellent service delivery.
Effectively drive change initiatives targeted at decreasing the lifecycle of Chromes WIP.
Provide clear direction on yearly objectives to the operations support team ensuring the team understands the vision and the benefits to providing efficient Customer support.
Prepare, review, interpret and analyze a variety of information, data and reports to recommend & implement tactical procedures to improve service efficiencies & enhancements.
Supervise, plan, organize, direct and evaluate the work of the Customer Service team. Coach/train/mentor & monitor team activities for execution of the vision, strategy, and goals of the Chrome Customer Service team
Build and maintain a systemic approach to Knowledge Management within the Customer team
Thought leadership to identify opportunities for automation and standardization across the landscape for continuous improvements through service & operations excellence.
Be committed to improving customer service experience with client satisfaction a top priority.
Have strong organization, analytical, problem-solving and project management skills with incredible attention to detail.
Possess the ability to research, analyze and formulate best-case solutions and resolutions to complex issues regarding the print industry.
This position will also be called upon to manage special projects. As a result, you must demonstrate good project management skills including: analyzing requirements, planning, organizing, execution of plan, tracking progress, and communicating status to the appropriate audience;
Client site visits may be required from time to time.

Key Competencies, Qualifications and Skills:

Degree in Business Administration or equivalent
5+ years’ experience as a customer service Manager, within a printing industry or manufacturing company
Must be knowledgeable and capable of working in a 24×7 environment.
Knowledge of customer company relationship and dispute resolution mechanisms with cost-aware attitude toward business;
Working knowledge in records management;
Strong team player with a “roll up your sleeves and get the job done” attitude;
Decision making and problem-solving skills;
Ability to work well under pressure and execute in a fast-paced work environment;
Experience leading and developing remote team structures.
Extremely detail-oriented, efficient and able to multi-task, prioritize, manage and follow projects through to completion;
Strong customer service orientation with excellent networking and relationship building abilities; and
Must have high standards of integrity, ethics and confidentiality.

HOW TO APPLY

If you meet the above qualifications, skills and experience send CV urgently to recruitment@britesmanagement.com quoting the job title as the subject line.
Interviews will be conducted on a rolling basis until the position is filled.
Only the shortlisted candidates will be contacted.

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