Customer Excellence Manager at Tiger Brands

Job Description

• You are accountable for delivering customer excellence for one group of customers within the channel and are the point of contact for customer
• escalations from the Customer Service Hub. You will work with Customer interface manager for customer service delivery based on agreed service
• catalogues and coordinating execution across end-to-end supply chain. You will manage operational teams to produce performance excellence by
• responding to customer queries, complaints and resolving root causes of customer issues and returns. You will define customer im provement projects
• within a group of business / categories through collaborative planning, innovation and pack changes.

Responsibilities

• Manage customer service complaints, problems, request and inquiries
• Deliver customer service excellence based on cross functional aligned insights
• on understanding common customer complaints to improve customer service
• execution. Solicit and provide customer feedback on product management for
• customer service experience and devise improvement opportunities.
• Define and Manage Customer Service Define customer service requirements
• across the enterprise along with definition of customer service (CS) experience.
• Define and manage CS channel strategy, CS policies and procedures. Establish
• target service level for each customer segment.
• Customer Interface processes Share any cross sell / up sell opportunities
• identified and share with the information with sales team. Handling of order
• inquiries including post order fulfilment process. Oversight and monitoring of
• quality of product delivered to customer.
• Plan and align supply chain resources Interpret customer service
• requirements by validating customer orders with other supply chain players by
• overseeing the required customer orders while ensuring that the supply chain
• partners can translate the requirements into distinct supply chain activities.

Qualifications

Key Professional Competencies

• Core knowledge Customer Service, CRM, Key
• account management, Supply Chain collaboration,
• Order handling, Channel and Sales strategy

Key foundational competencies:

• Academic Analytical skill, Financial acumen,
• Commercial acumen, Project management, Problem
• solving, Decision making.
• Degree in Business, Logistics or related field
• Leadership Leading with Integrity and respect,
• Influencing others, Managing change, Driving long term
• results, Taking the Tiger perspective, Thinking
• Innovation, Embracing Diversity, Staying a Step Ahead
• Personal Effectiveness Effective communication,
• persuasive Interpersonal skills, negotiation skills

Experience

• Function: 7+ years experience in supply chain
• management of which 5+ years logistics, planning,
• customer or continuous improvement agenda
• Industry Experience in FMCG supply chain