Customer Service Supervisor

Do you want to be part of an award winning Team, Does future growth and business development inspire you, Kingfield Galvanizing proudly protecting the future not just steel..

Customer Service Supervisor Role

 

General

• Ensure great customer experience while being agile, lean and cost effective
• Responsible for managing order fulfillment process including, online customer ordering
• Create, standardize, optimize business processes and tools with KPI's based on data-driven metrics across the functions
• Work directly with accounts, sales and operations to jointly develop tightly coordinated plans
• On boarding of new customers.
• Collaborate with sales and accounts teams to educate customers on supply contracts and operational details around product deliveries, pricing and lead times.

Order Management and customer care

• Lead an efficient and customer centric order management function from pipeline, quotation to invoicing
• Use industry leading tools and measurements to continuously improve customer service and relationships
• Directly develop key customer relationships to establish KG as the undisputed premium galvaniser

Planning & Scheduling

• Work with the Operations Manager to ensure that the production plan is in line with customer expectations/orders and where varies, understand why and if necessary notify customers of any revised delivery dates.
• Monitor Delivery in full and on time (DIFOT) having regard to the business target of 95%
• Ensure order entry is maintained to a high level of accuracy, enabling an efficient production scheduling process

Logistics and Distribution

• Oversee a cost effective and service focused customer transport function.
• Build a sustainable transport network, working cross functionally with sales and operations.
• Review annually transport/freight contracts.

After Sales and Tech Support

• Work closely with QA Manager to understand any after sales issues and if necessary, liaise with customers regarding issues.
• Maintain a Customer case resolution system, ensuring a high quality of customer care with metrics to support

Essential Qualifications

• Leadership skills in a multicultural organization
• Strong analytical and planning skills.
• Identify and meet the needs of diverse customers
• Track record of delivering products on time  with high customer satisfaction.
• Attention to detail and proven track record of problem-solving abilities
• Strong interpersonal skills, excellent written and oral communication skills and a reputation as a team player
• Strong IT skills
• Knowledge of Netsuite is an advantage but not essential
• Professional fluency in English

If you wish to apply for this position please forward your cover letter and  resume.