Customer Service Manager at Ares Holdings

Sales Operations

• On-boarding accounts including account setup, customer portals, reporting set up and CS training
• Provide accounts with seasonal information
• SAP Management including BP Maintenance, Account Set Up, VAS
• WHS Location Management
• Manage and set up VAS based on customer requirements and DSV
• Operational Order book Management | Shipping Order book
• Accounts in Arrears Risk Management
• Manage CS team by setting up KPI's to drive Customer Centrix as the main objective
• Work with S&OP and cross functional teams to drive alignment and transparency in relation to budget, stock on hand, inbound stock, orderbook and marketing

Procedures & Operations

• Create, Manage and Report on effective processes and procedures to drive the business forward
• Manage and report on 3rd service providers including claims (OTIF)
• Set up and manage Agent and CS SLA
• Ensure 3rd party service providers operate in a cost effective manner

Reporting

• Returns Report
• Adhoc reporting
• OTIF
• Top Seller per Segmentation
• Shipping Tracker
• Track marketing style vs purchase order intake
• Customer Seasonal Comp Report

General

• Maintaining a professional image whilst in the office or travelling
• Any other reasonable and lawful ad hoc tasks or duties that may be required from time to time

Requirements

• Relevant tertiary qualification or related work experience to an equivalent level
• 3 - 5 years’ experience in a similar role
• Experience of SAP B1 & DTW operations
• Reporting Specialist (Set up and implementation)
• Process Automation Specialist
• Highly skilled in Excel (Vlookups/Xlookup, Sumif, Countif , IF, Pivot tables)
• Highly skilled Reporting & Analysis development
• Knowledge of Customer Service best practice
• Strong analytical skills
• Out the box thinker! Re-invent Customer Experience through streamlined processed
• Strong administration & organisation skills
• Highly skilled in Reporting & Analysis
• Highly numerate and able to deal with large volumes of data
• Organized and deadline driven with exceptional attention to detail
• Must be able to manage & develop a team and drive excellent customer service and team priorities
• Must be able to identify problems and have good problem-solving skills
• Enjoys working with a team
• Ability to prioritize tasks according to importance in a fast-paced environment
• Multi-tasking capability without compromising on quality
• Dependable, punctual and able to work flexible working hours
• Strong communication skills
• High emotional intelligence
• Strong sense of ownership and accountability