Customer Service Manager

Position Objective: The primary responsibility is to lead the Customer Service Unit to provide excellence in customer care and to move the business to a position of global strength through continuous improvement.
Team Management
Leads, coaches and manages the Customer Service team
Operates as a centre of Excellence and Value Add profit generator for the organisation
Coordinates and ensures compliance on Customer Service excellence training for the CS team members
Monitors Global Customer Service KPIs: Customer Service Credits, Welcome Calls, Audit Adherence and as directed by the Global Leadership Team
Leads the various best practices and global initiatives rolled out from management
Manages escalations for the team, from internal & external customers
Manages the workload balance, including acting as a backup as required
Customer/Stake Holder Management
Builds relationships with key customers and utilize that relationship to manage requests from the customer for mutual benefit.
Develops tools to enhance customer service levels
Minimum Job Requirements
Bachelor's Degree Holder
3 years job related experience particularly in order and customer managerment, in a manager or supervisor role in a matrix organizaiton
Excellent communication skills, both in writing and in speaking
Systems and process improvement oriented
SAP system working knowledge is an advantage