Customer Service Manager

Research, understand, lead and manage the overall Customer and Consumer Service and the overall Outbound and Logistics Process;

THIS POSITION IS OPEN ONLY TO NATIONALS OF TRINIDAD AND TOBAGO AND THOSE HOLDING VALID AUTHORIZATION TO WORK IN THE COUNTRY.

Our client in East TRINIDAD, is looking to recruit a Customer Service Manager capable to work in a fast pace environment.

SALARY: $16,000.00 TO $18,000.00 

THIS CANDIDATE MUST HAVE: experience of a minimum of three  (3) years experience as Customer Service Manager and Minimum 2 years’ experience in business process mapping

Core Skills:

Strategic thinking skills

Leadership skills

Analytical skills

Excellent people and communications skills

Motivator and Team Player

Key Areas:

Customer & Consumer Service Planning, Monitoring and Management

Building & Management of Customer Relationships

Plan for and manage, Distribution and Outbound Logistics

JOB SUMMARY: 

  Oversees the daily operations of the customer service department, leading customer service representatives in successfully achieving objectives

 Supporting the sales order process by accurate and timely order entry and
confirmation
 Managing of the Customer; Consumer Complaints & feedback process
 Managing the Logistics functions of the Returns Policy by coordinating product
retrieval from the trade
 Have the CS team function as product ambassadors, easily able to provide basic
product information to customers and consumers alike
 Maintain & update customer information so as to ensure effective communication to
trade customers

 Conducting Customer surveys to establish our service levels and making
recommendations to improve
 Maintain & update Customer profiling information database
 Communication of sales promotions and deals information to customers at the point
of order entry.
 Compiling, analyzing and reporting on customer service metrics
 Reporting on department performance and insights from data collected, for
continuous improvement
 Conducting market research to stay up to date on customer data changes
 Enabling the automation of key business processes on ERP system
 Establishing department standards and procedures
 Setting customer service objectives and goals
 Effective performance management of CS Team
 Participates in monthly meetings with Transformation Team
 Train CS Team

Essential Competencies required:

 Communication skills
 Motivational skills
 Customer-centric attitude
 Patience & empathy
 Problem-solving skills
 Product knowledge
 Organizational skills

Qualifications & Experience:

 A bachelor’s degree in business administration, industrial engineering or a related
field
 3 years of experience in a customer service role, preferably in a Retail or Distribution
environment, supporting the sales and Logistics functions
 Proficiency in Microsoft Office Suite, ERP & BI systems
 Minimum 2 years’ experience in business process mapping and continuous
improvement initiatives
 Highly organized and detail-oriented
 Demonstrated ability in project management

PLEASE NOTE: INTERESTED, QUALIFIED PERSONS PLEASE SUBMIT YOUR RESUME IN MICROSOFT WORD FORMAT (DOC) AND NOT IN A PDF OR ANY OTHER FORMAT