Head of Customer Services at Ntice Sourcing Solutions

Head of Customer Services

Reporting to the Chief Commercial Officer, the incumbent of this role will head up, and lead the existing Customer services department, with the current Customers Services manager reporting directly into the Head of Customer Services. This is a newly created position and you will be required to identify customers' needs to achieve customer centricity; and will ensure management of order to cash process, production planning, customer service inquiries and generate cross-selling.

Education: Essential

• Minimum Bachelor's Degree with a Commercial specialisation
• Valid driving license

Job Experience:

• Minimum of 7 years' experience in a Senior Customer service / Commercial role
• Minimum years relevant experience: 7-10 years management experience.
• SAP and Microsoft Office knowledge and experience

Key Performance Areas:

• Develop and manage a high performing team of approximately 20 pax
• Customer order handling and reduction of order entry error rate
• Transactional contact management
• Up & cross-selling (within defined framework)
• Invoicing and Claims management
• Continuous improvement of production planning systems, processes, and operations
• Manages stock according to defined service levels
• Dedicated point of contact for day to day customer interaction across all customer
• requirements
• Continuous review of credit limits
• Overall management of pricing master
• Manages outcome and actions of employee satisfaction survey
• Aligns with key stakeholders
• Sales and Operations facilitation through the order board

Job Competencies/ Attributes/Skills- Essential:

• Ability to work-independently and under pressure and ensure all reporting deadlines are met
• Continuous improvement mind-set and ability to identify opportunities for continuous
• improvement of systems and processes
• Self-motivated and self-starter
• Strong work ethic
• Structured, articulate
• Must be a customer services specialist
• High attention to detail
• Good communication, leadership and interpersonal skills
• Team player