Customer Service Manager (GMG/SEG2)

The incumbent is responsible for managing and continually improve customer service for the company’s customers, by providing a productive and motivating working environment, developing effective customer service policies and procedures and setting customer satisfaction goals.

NUTRITION PRODUCTS LIMITED

Summary:            The incumbent is responsible for managing and continually improve customer service for the company’s customers, by providing a productive and motivating working environment, developing effective customer service policies and  procedures and setting customer satisfaction goals.   Additionally, the incumbent is responsible for graphic design creations for the Company’s website, and public relations on social media platforms.

 Key Outputs:

¨      Operational, work plans and budget

¨      Seminars, workshops and meetings

¨       Policies and procedures

¨      Strategies/initiatives

¨      Reports

¨      Visits

¨      Competent staff

¨      Complaints investigated

¨      Data base of clients

¨      Products developed

¨      Product processing monitored

¨      Website maintained

¨      Maintain social media presence

Duties and

Responsibilities:

Management/Administrative Responsibilities:

¨      Prepares operational and work plan for the department

¨      Prepares annual budget for the Department

¨      Plans, priories, delegates, coordinates and controls the activities of the customer service team to maintain and enhance customer relationships and meet the company’s objectives

¨      Participates in the development of the Company’s Strategic Business and Operational Plans

¨      Liaises with management to support and implement growth initiatives

¨      Manages the approved budget for the department

Technical/Professional Responsibilities:

¨      Plan and initiate activities in developing seminars, workshops and meetings with schools to address concerns and minimize any dissatisfaction.

¨      Meet with representatives from the Ministry of Education Youth and Information to determine seminar schedules, and also to consult on issues, concerns and areas of dissatisfaction.

¨       Analyzes feedback reports collected from customers to make sure that the customers are satisfied and take corrective measures where necessary

¨      Develops and implements customer service policies and procedures

¨       Handles/resolves complex and escalated customer service issues

¨      Develops and maintains excellent working relations with the schools and with the Ministry of Education Youth and Information

¨      Ensure that customers are dealt with promptly and in a courteous manner at all times.

¨      Ensures that product quality and nutrition standards are being maintained

through the Quality Control Supervisor

¨      Visits various targeted schools, with respective Customer Service Officers,  

island wide on a monthly basis in support of the Customer Service functions.

¨      Travels to rural locations (Petersfield and Annotto Bay to meet with respective Customer Service Officers on a monthly basis to ensure the required service is being provided to the schools in each zone.

¨      Have periodic seminars with Principals, Regional Officers, the Jamaica Teachers Association and Parent Teachers Associations with the assistance of the School Feeding Unit of the Ministry of Education

¨      Identifies and implements strategies to improve quality of service and productivity

¨      Communicates courteously with customers by telephone, email, letter and    face-to-face

¨      Handles customer complaints or any major incidents, such as spoilage issue or a customer being taken ill

¨      Keeps accurate records of discussions or correspondence with customers

¨      Analyzes statistics or other data to determine the level of customer service the company is providing

¨      Meets with other managers to discuss possible improvements to customer service

¨      Keeps abreast of the company’s products and up to date with changes

¨      Keeps ahead of developments in customer service by reading relevant journals, going to meetings and attending courses

¨      Develops products to diversify and increase supplies to customers

¨      Ensures that a database for all clients is developed and maintained

¨      Ensures all graphic layouts for the Company’s website are created and designed to maintain the Company’s image

¨      Ensure Company presence on social media platform such as Instagram, twitter, are maintained

¨      Monitors products processing by

• Maintaining products testing schedules, in order to verify the safety and nutritional content of the products,
• Maintaining daily product monitoring exercise and formulation audits
• Conducting microbiology testing and nutritional analysis to verify quality of product and nutritional content
• Supervision of the Quality Assurance team
• Overseeing research and development of new products

Human Resource Responsibilities:

• Monitors and evaluates the performance of direct reports, prepares performance appraisals and recommends and/or initiate corrective actions wherever necessary to improve performance and/or established personal and/or organizational goals;

• Participates in the recruitment of staff for the Department and recommends transfers, promotion, termination and leave in accordance with established Human Resource Policies and Procedures;

• Develops and implements in collaboration with the Human Resource Department, a programme of Succession Planning for the Department to facilitate continuity and the availability of required skills and competencies to meet the needs of the Department;

• Provides leadership and guidance to direct reports through effective planning, delegation, communication, training, mentoring and coaching;

• Ensures the welfare and developmental needs of staff in the Department are clearly identified and addressed;

• Establishes and maintains a system that fosters a culture of teamwork, employee empowerment and commitment to the Department’s and Company’s goals

• Enforces Human Resource Policies and Guidelines

.

Other Responsibilities:

¨      Other such duties and responsibilities as may be determined by the CEO from time to time;

Performance Standards:

•  Operational/work plans and budget prepared and submitted within established timeline
• Policies, procedures initiatives developed and implemented within established timeline
•  Customers’ complaints investigated in accordance with established format and timeframe
• Reports are comprehensive, accurately prepared, and submitted within the established timeline
• Seminars, workshops and visits convened within established timeline
• Strategies/initiatives to improve productivity and reduce delinquency are identified and implemented within established timeline and result in the desired outcomes
• Staff exposed to high quality training that supports the Company’s objectives and career path development
• Data base developed and accurately maintained within established timeframe
• Product processing monitored in keeping with established guidelines
• Products developed in keeping with company’s policies and guidelines
• Website accurately maintained in accordance with established standards

Required Competencies:                                                                                    

Core:

• Excellent written and oral communication skills
• Excellent interpersonal skills
• Proficient in the relevant computer applications
• Excellent Integrity/ethics exercise in the execution of duties

Functional:

• Excellent presentation skills
• Excellent planning, organizing and decision- making skills
• Excellent problem analysis and problem-solving skills
• In-depth knowledge of customer service principles and practices
• In-depth knowledge of customer service software. Databases...
• Excellent leadership skills
• Sound people management skills
• Sound strategic planning skills
• Good listening and counseling skills
• Excellent knowledge of industry trends and techniques

Minimum Qualifications:

First Degree in Business Administration or Management Studies or relevant field from a recognized tertiary institution

Minimum Experience:

Three (3) years experience in a management position

Two (2) years experience in a customer service environment

 Experience in the use of social media platform

Liaison

Internal:

• Chief Executive Officer
• Human Resource Manager
• Financial Controller
• Warehouse and Distribution Manager
• Plant Managers

External:

•  Ministry of Education, Skills, Youth and Information
• Principals

Authority:

• Recommends reassignment/deployment of staff
• Recommends leave, training, disciplinary action and promotion
• Recommends amendments to policies and procedures

Working Conditions Associate With the Job:

• Long working hours;
• High level of stress
• Office environment

REMUNERATION

Basic Salary: $4,266,270.00 - $5,737,658.00 p.a.