Customer Service Manager

JOB DUTIES & RESPONSIBILITIES

Telesales & Revenue Generation  

• Collaborate with the sales team to deliver of sales targets.
• Analyze sales reports to identify gaps for Customer Service reps to target customers to achieve category sales across all brands.
• Train and coach the team on effective upselling, cross-selling, and objection-handling techniques during both inbound customer inquiries and outbound sales calls.
• Establish, monitor, and report on telesales KPIs daily.
• Collaborate with the Marketing and Sales teams to push specific product deals, seasonal promotions, and new product launches via phone outreach.

Customer Service & Order Processing

• Oversee the end-to-end processing of high-volume orders, ensuring absolute accuracy in pricing, SKU codes, and quantities to prevent costly returns.
• Monitor the release of orders to ensure no bottlenecks occur during order processing.
• Ensure orders are accurately entered and released in the S2k system.
•  Establish and strictly observe all procedures and controls related to the Customer Service and Telesales functions.

Team Leadership & Development

• Clearly define and communicate department objectives.
• Promote, create and enforce company policies and Standard Operating Procedures (SOPs) at all times
• Set departmental objectives/KPIs, review and assess ongoing performance of direct reports
• Prepare monthly report on the departments’ operations based on set KPIs.
• Ensure that the function operates in accordance with all health, safety and environmental policies and procedures to ensure the safety and wellbeing of self, staff and visitors
• Develop and execute strategic plans for the department.
• Establish and enforce service delivery standards for each role and member within the department.
• Develop team programs to support the organisation’s business strategy.
• Provide a motivating work environment to support the team and other departments where necessary.
• Ensure all relevant training is carried out in a timely manner and recorded by employee acknowledgements.
• Lead and manage team performance through effective personnel practice including:
  • Delivering relevant inductions and continuous SOP training
  • Identifying training needs and coordinating development and training schedule with HR
  • Setting clear objectives, coaching, evaluating and rewarding performance
  • Managing grievances and the disciplinary process as required
  • Fostering a customer-centric environment by developing and implementing performance standards to enhance productivity of each employee.
• Oversee the following employee administration through the HRIS:
• Ensure all department job descriptions for direct reports are kept up-to-date and that each employee is knowledgeable of his/her JD and KPI.
• Ensure employee performance objectives are kept up-to-date and that each employee is knowledgeable of his/her KPIs.
• Performance management; conduct performance assessments, probation and annual, within set deadlines. Manage staff KPOs in accordance with Performance Management tools and with the guidance of the HR Department to ensure set objectives are consistently met by the team.
• Manage vacation leave process and ensure that direct reports take their vacation leave within the year of eligibility.
• Approve and track all leave requests.
• Execute the coaching and disciplinary process through uploading documents on employee profiles

• Bachelor’s Degree in Business Administration, Communication, Logistics, or a related field.
• Minimum of 5-7 years in Customer Service or Sales Operations, specifically within the FMCG, Food & Beverage, or Wholesale Distribution sectors.
• At least 3 years in a supervisory or management capacity, leading a team of at least 5–10 representatives.