Customer Service Team Leader at Essity

About The Role

• There is a fixed term contract opportunity for a Customer Services Team Leader to join our team based in Pinetown, South Africa. In this role the incumbent will be responsible for leading the team and cross functional collaboration to ensure excellent service delivery to internal stakeholders and external customers. This role reports to the Customer Service and Logistics Manager.
• We're looking for people who embody our values, aren't afraid to challenge, innovate, experiment, and move at a fast pace. We're always looking for ways to improve our products and ourselves. If this is you, we'd love to talk.

What You Will Do

• Coaching, motivating and leading the team to deliver on operational requirements;
• Provide support to all internal stakeholders and external customers;
• Ensure compliance to business policies, sales terms and conditions and customer service procedures;
• Managing systems and tools used for order entry to ensure optimal functioning of order processing;
• Liaise with the warehouse, demand planning and supply planning on stock availability and exceptional demand;
• Report and maintain aged and blocked orders, work closely with the Accounts Receivable team;
• Responsible for operational and KPI reporting;
• Weekly orderbook updates to the sales and internal team;
• Liaise with Tenders and Pricing Administrator and regular meetings with the sales team;
• Master data management - coordinate creation of new accounts with global MDM and maintain local master data files on SAP B1;
• SAP B1 system maintenance and troubleshooting;
• Timeous communication of operational challenges to all stakeholders;
• Key contact for all customer complaints and escalations;
• Coordinate and execute onboarding program for new customers and sales team;
• Drive continuous improvement projects.

Who You Are

• Must have matric. Preferably with a post matric qualification in relevant field of Customer Services, Supply Chain or Business Administration;
• Minimum of 3 years’ leadership experience in Customer Services within Medical Device, and or Personnel Care FMCG industry;
• Proficient in Microsoft Office and advanced Excel, with numerical reasoning and analytical skills to extrapolate, analyze and present data for effective business decision making;
• SAP experience and exposure to Data Entry Tools - B1, BW and AP1 (or similar);
• E-commerce experience front and backend;
• Experience in order entry tools (EDI), online ordering portals operational activity and troubleshooting;
• Must be customer centric and be service delivery focused;
• Excellent communication skills (listening, written and verbal) and be fluent in English;
• Must be punctual, organized with excellent attention to detail with strong time management skills as the role is deadline driven.