Customer Services Manager - VANS - Cape Town at Ares Holdings

Key Responsibilities:

Team Management:

• Supervise and train Sales Co ordinators.
• Develop and implement customer service policies and procedures.
• Conduct regular performance evaluations and provide feedback.

Customer Support:

• Customer information Alignment, on boarding in respsect of doors, agents, and segmentation
• SAP entry form completed to share with finance for final vetting and onboarding
• SAP Management including BP Maintenance
• VAS Management
• Wholesale Location Management
• Handle escalated customer inquiries and complaints.
• Ensure timely and accurate responses to customer inquiries.
• Maintain high levels of customer satisfaction through quality service.  

  Sales Support:

• Collaborate with the sales team to understand customer needs and provide appropriate solutions.
• Assist in the preparation of sales proposals and contracts.
• Facilitate communication between the sales team and customers 

 Sales Operations:

• Streamline order processing and ensure accurate order fulfilment.
• Monitor and report on sales metrics and performance.
• Manage CRM systems and ensure data integrity.
• Tax Invoicing |Credit Notes |Returns
• Ticketing |LPN |ASN |Booking Templates and Booking with Customers
• Returns Reporting
• OTIF
• Shipping Tracker
• Tracking of Marketed Styles
• Order Book Management
• Integration Alignment
• Reduction in bottlenecks
• Any other Reasonable and lawful Ad Hoc tasks or Duties which may be required from time to Time

Process Improvement:

• Identify and implement process improvements to enhance efficiency and improved reporting to In order to keep the business pushing forward
• Manage and Report on 3rd party service providers (OTIF)
• Ensure cost effective 3rd party service providers
• Develop and refine customer service and sales support procedures. (Agents)
• Conduct regular training sessions for staff on new processes and tools.

Collaboration and Communication:

• Act as a liaison between the sales team and other departments (Planning, Shared Services, Shipping)
• Ensure alignment of customer service activities with overall sales objectives.
• Regularly update the sales team on customer service initiatives and feedback. 

  Required Skills and Qualifications:

Education:

• Relevant tertiary qualification or related work experience to an equivalent level

Experience:

•  3 - 5+ years of experience in customer service, with at least 2 years in a managerial role.
•  Experience in sales support or sales operations is preferred.
•  Reporting Specialist
•  SAP B1 and DTW Operations