Manager Customer Service Polymers Local - Sandton at Sasol

Purpose of Job

• Direct the customer service team to enable the provision of operational excellence.
• Manage the customer relationship, CSR team and processes related to the capturing of customer orders and query and complaint resolution.
• Manage order processing to ensure accuracy and full on time delivery to customers
• Ensure that the customer experience with Sasol is satisfactory
• Manage and direct internal resources to meet the required on time delivery of customer orders.
• Develop and implement procedures, policies, and standards.

Recruitment Description / Key Accountabilities

• Manage the development of effective customer service procedures, policies, and standards and advise on improvements. Apply best practices in line with the BU’s mission and strategy.  
• Improve continuously the Business Unit’s customer service overall experience to achieve the highest level of customer satisfaction. 
• Coordinate with the team to achieve satisfaction consistently. 
• Recruit, onboard, and train new customer service agents. 
• Lead workshops and seminars to enhance customer service agent skills (e.g. communications and dispute management). 
• Respond to and take ownership of customer issues in a timely manner and follow up until resolved. 
• Investigate re-occurrence of customer specific incidents, initiate root cause analysis, and enforce corrective and preventative measures. 
• Provide formal feedback to the customer as and when required. Collaborate with internal relevant functions (e.g. manufacturing, accounting, human resources, project management, shipping, purchasing, and engineering) to address and resolve issues. 

Formal Education

• University Bachelors Degree

Min Experience

• Experience: 6+ relevant years