Customer Care Team Lead at Epiroc

Main Responsibilities or Functions of Job

• Supporting the Epiroc business as a whole by delivering and maintaining extraordinary customer service through making it easy for customers to do business with us, recognizing our customers and solving their problems
• Oversee and manage the customer care day to day operations
• Resolve escalated customer service delivery issues
• Create intervention and improvement plans to enhance customer experience in the
• Track and analyse customer care performance measures
• Develop and implement process improvements to increase efficiency in customer service operations
• Communicate with the Regional Customer Care Manager on the achievement of performance goals, improvement initiatives and concerns
• Manage Customer B2B Portals (e.g., Ariba, Coupa and other customer portals)
• Respond to customer order enquiries and concerns with professionalism and speed
• Identify failing internal processes and collaborate with the relevant business areas to drive processes that are customer centered
• Carry-out additional duties as may become necessary to ensure the successful operation of the company
• Ensure that Epiroc rules, policies and code of conduct is always adhered to

Educational Qualifications and Experience

• Grade 12
• Marketing, Logistics/Supply Chain Qualification (Certificate, Diploma or Degree)
• Experience within an aftermarket service-oriented business environment either within Supply chain/Logistics and/or any other customer facing industry
• Proficient in Microsoft Office
• Excellent knowledge of ERP systems and Order Management
• Excellent knowledge and understanding of Supply Chain principles
• Excellent verbal and written communication skills

Required Skills and Capabilities

• Proven customer engagement experience
• Excellence coaching and mentoring skills
• Must be able to resolve both customer and team member concerns with empathy and efficiency
• High emotional intelligence and interpersonal skills
• Must be able to communicate to people professionally and have good email etiquette
• Ability to manage difficult situations calmly and effectively
• Must be a good listener and have a good sense of self-awareness
• Exceptional analytical ability and strong attention to detail
• Must be able to perform root cause analysis, solve customer problems and formulate appropriate corrective actions
• Must have good work ethic and demonstrate behaviours of respect, helpfulness and genuine passion towards building strong customer relationships.

Roles available

• Customer Care Team Lead Northern Cape
• Customer Care Team Lead Rustenburg
• Customer Care Team Lead Eastern Limb

Closing Date: 08 March 2023