Customer Service Supervisor - Dispute Management Lead at Haleon

In this role you will…

• Daily oversight, monitoring, management, and any other task associated with the Dispute Management Process to support the business objective of processing claims correctly the first time, in as short a time as possible.
• Business reporting & communication (daily, weekly, or monthly).
• Managing Business Compliance and Audit Requirements of whatever nature.
• Build and manage a participative team environment through training, coaching, development, and performance management.
• Drives continuous improvement within the Dispute Management Function, whether system, process, tools etc. to meet evolving business and customer needs.
• Develop and implement proactive problem-solving techniques within the team to ensure speedy reactions to situations, as they arise, with the least cost/time impact to the business.
• Develop, implement, monitor, and report on KPI’s conducive to the achievement of overall business objectives.
• Providing support to other Customer Service Team roles as required as and when required (i.e., acting as relief when other team members are off work).
• Any other task as defined by the Line Manager.

Basic Qualifications/Skills:

• Tertiary or Customer Service/Logistics /Data Analytics/Supply Chain Qualification (NQF level 6 minimum).
• Excellent understanding of the business environment and ability to solve problems and Supply Chain issues with Sales team, customers and LSP Teams.
• At least 5 years’ experience in Supply Chain, Customer Service, Call Centre, or Customer Logistics Management role.
• At least 5 years’ experience in Customer Service, Finance and/or Supply Chain operations in an FMCG environment.
• Strong leadership and management skills.
• Proactive self-starter with minimal supervision.
• Ability to manage multiple business priorities simultaneously.
• Excellent communication and inter-personal skills.
• Excellent analytical and problem-solving skills.
• SAP Order To Cash Workstream.
• PC Literacy, Microsoft Office Skills.
• Conflict management and negotiation skills.

Preferred Qualifications/Skills:

• Tertiary or Customer Service/Logistics/Supply Chain Qualification (NQF level 6 minimum) would be an advantage.