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Service Lead

Service Lead
Company:

Jobleads


Details of the offer

Location:Pretoria, South Africa
Salary:R35k - 38k per month + 50% Medical Aid
Recruiter:HR Genie
Job Ref:IASLL
Summary:Managing the Customer Service Department at a Logistics Company.
Job Description

Our client, A well-established multinational logistics company, is looking for a Service Lead to support their company''s customer service activities by directing and overseeing team members, Pretoria.
Key Function: resolving customer questions or complaints, and developing programs and procedures.

Coordination and management of the Service Team to provide 24-hour support to customers.
Customer & Supplier Service Centre (Support) managed, monitored, and improved by ensuring quality, fast and reliable service.
Staff Management, HR Functions.
Track and monitor service levels at sites, stations, and customer service centers to ensure customer satisfaction, volume growth, and economies of scale.
Maintenance of the admin site from a service perspective.
Deal with and resolve escalated queries from customers while maintaining great relationships and service levels.
Liaison between IT, Finance, Sales, and Business.
Ordering and distribution of POS devices.
Reporting.
Key client account management.
Omnibus & FICA Management.
Onboarding of new customers.
Daily cash forecast management.
Development/design of Service-related best operating practices and processes.
Procedures, policies, stock planning, and service level monitoring and management.
Develop and implement automated tracking (with support from the IT Manager), monitoring, management, and improvement of stock levels and cash-up accuracy to eliminate stock-outs and minimize theft and risk.
Monitoring and completing an annual audit to ensure compliance to Accounts and Service-related business best-operating practices, processes, procedures and policies.
Development/design of Service-related best practice service level agreement.
Monitoring and completing an annual audit to ensure up to date service level agreements are in place for all service stations and ensuring adherence and compliance to those.
Tracking and monitoring of Service-related service levels at both sites and stations to ensure customer satisfaction, volume growth, and economies of scale.
Track and monitor Service-related input costs at sites, stations, customer & supplier service center (support) and accounts (suppliers/debtors & customers/creditors) to improve profitability and competitiveness.
Plan and schedule a minimum of 1 annual visit to the Pareto service stations, branches, and diesel truck parks (with Regional/Area/Sales & Marketing/Operations Services Managers) based in the country of duty station or where possible when traveling to other countries (20% of customers that does 80% our volume).
Lead and direct people in the team for optimal performance.
Conducting one on one meetings for performance assessment and developmental purposes.
Enforcing company policies and procedures.
People administration including leave and overtime approval.
Key Skills
Strong Logistics industry knowledge.
Knowledge of operational functions in Logistics.
Excellent leadership, communication, sales, and customer service skills.
Computer literacy and good organizational skills.
Strong creative thinking and problem-solving skills.
The ability to work under pressure and handle stress.
Knowledge of health and safety standards.
Key Qualifications:
A Bachelor''s degree in Business Management, Logistics, or related field.
At Least 3 years of proven management experience in a Call Center Environment.
1-2 years of experience leading teams is not negotiable.
Operational experience in logistics (e.g Fleet Control / Operations Support).
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Job Function:

Requirements

Service Lead
Company:

Jobleads


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