Customer Services Manager - Domestic at Roche

The Role

Roche Diagnostics in Midrand is seeking a Customer Services Manager to manage the Domestic team. The role will involve being accountable for the logistics management of customer orders, for the domestic SA market, from order entry to delivery to ensure that the customers receive their orders within the expected time period as well as the management of the logistics relationship between third party providers, the customer and the Management Centre.

Key Responsibilities

• Develop and implement customer services strategies, policies and procedures for the Domestic SA market that enhance and support business objectives, are relevant and meet global and local requirements and are adhered to through the implementation of appropriate controls to ensure customer order management meets required business standards.
• Ensure that customer queries are addressed speedily and in accordance with relevant SOPs.
• Manage intermediary relationships between internal business partners, external customers and 3rd party logistics providers.
• Provide operational solutions to internal business partners and external customers that are aligned to business processes and requirements.
• Provide inputs into and/or generate management reports around customer service logistics management areas to measure efficiencies
• Continuously drive projects that enhance business processes, and customer service delivery and ensure implementation of agreed improvements in areas of responsibility.
• Oversee the different claims management and recording operations (for both customer and 3PL claims) in accordance with relevant Global and Local claims SOPs and requirements.
• Oversee the accuracy, reliability and timeous data capturing and management process applicable to functional area.
• Remain up to date with business, industry, product, SOPs knowledge regarding functional requirements within Roche local or global structures (complete IDP objectives for period).
• Manage team member/s through effective recruitment, induction, skills development, performance coaching and evaluation in line with HR policies and procedures and customer services KPI metrics.

You, as an ideal candidate, will have the following skills, experience and education:

• Qualifications: National Diploma in Logistics Management or related diploma (NQF 6)
• Experience: 5-7 years customer management experience in a logistics environment with 3 years senior/supervisory experience.