Customer Service Manager- Seprod

See Job Description Below

The Customer Service Manager is responsible for leading and optimizing the customer service function within a fast-paced FMCG environment. This role ensures excellent service delivery to all stake holders while managing order fulfillment, customer satisfaction, and service-level performance. The position plays a critical role in supporting sales growth, operational efficiency, and brand reputation.

 Key Responsibilities

Customer Service Leadership

• Lead, coach, and develop the customer service team to deliver high-quality, consistent service
• Set clear mission and service standards, KPIs, and performance targets aligned with business objectives
• Foster a customer-centric culture focused on speed, accuracy, and responsiveness

• Reviews and updates the service procedures, policies and standards
• Recruit, mentor and develop customer service representatives and nurture an environment where they can excel through encouragement and empowerment
• Conduct performance reviews for reporting personnel on a quarterly basis
• Ensure observance of customer service procedures by team through constant coaching
• Ensure the team adheres to professional standards at all time of the team at office behaviour and decorum of reporting personnel.

Order Management & Fulfillment

• Oversee end-to-end order processing, from order receipt to delivery and invoicing
• Ensure accurate order entry, timely submission, and adherence to agreed service level agreements (SLAs)
• Collaborate with logistics, warehouse, and planning teams to resolve supply or delivery issues

Customer Relationship Management

• Act as the primary escalation point for internal and external customers
• Build strong relationships with sales teams and external partners to support customer satisfaction
• Manage customer complaints, claims, returns, and credits in line with company policies

Performance & Continuous Improvement

• Monitor and analyze service metrics such as OTIF (On-Time In-Full), order accuracy, and customer satisfaction
• Identify process gaps and implement continuous improvement initiatives

• Prepare and present service performance reports to senior management
• Keep accurate records and document customer service actions and discussions

Cross-Functional Collaboration

• Work closely with Sales, Finance, Supply Chain, and Marketing to support promotions, launches, and demand fluctuations
• Support forecasting, demand planning, and promotional execution to minimize service disruptions
• Ensure alignment between customer service activities and commercial strategies Communicates with the warehouse and the  data team on items which are being invoiced and are out of stock

Key Customer Interface

• Liaises with the Customer to ensure optimal inventory
• Submits price changes to the stores
• Submits Buy docs to the stores
• Ensure adequate inventory is secured for the customer
• Conducts surveys as per guidelines
• Liases with the warehouse on delivery challenges

Government

• Manages the bidding process for key bids, submitting the same timely

         Support forecasting, demand planning, and promotional execution to minimize service

Functional Collaboration

• Work closely with Sales, Finance, Supply Chain, and Marketing to support promotions, launches, and demand fluctuations

Systems & Compliance

• Ensure effective use of ERP and order management systems
• Maintain accurate customer and order data
• Ensure compliance with company policies, internal controls, and industry regulations
• Analyse statistics and compile accurate reports, which adds value to the operation
• Meets with staff once per month in a formal manner
• Control resources and utilise assets to achieve qualitative and quantitative targets
• Maintain an orderly workflow according to priorities

General Support

• Manages the productivity of the team, ensuring orders, credit notes etc. are done based on the objectives of the department
• Assigns cold call/telesales targets to the team and follows through on same.
• Monitor and ensure adequate stocks of PROMO items to facilitate efficient billing.
• Communicate price changes, deals and other pertinent information when necessary.
• Checks the prices of Key stores and communicates variances to the other departments- Marketing and Sales
• Physically check orders to be processed/completed constantly i.e. assessing order flow especially during peak hours and at the end of the day.
• Coordinate with the Sales dept. the allocation of scarce products.
• Initiate rebilling of items on invoices not delivered by the warehouse (See Undelivered/Amendment Report prepared by warehouse).
• Participate fully in the administration of quarterly stocktaking.
• To efficiently and accurately check credit notes in particular accounting for cancelled invoices.
• Monitoring of customer service equipment e.g. fax, copy machines and computer hardware, following up on service agreements and tracking same to minimize down time and maximise useful life of such equipment

 Key Skills & Competencies

• Strong leadership and people management skills
• Excellent communication and stakeholder management abilities
• Analytical and problem-solving skills
• Ability to work under pressure in a fast-moving environment
• Strong organizational and time-management skills
• Customer-focused mindset with commercial awareness

 Requirements

• Bachelor’s degree in Business Administration, Supply Chain, Logistics, or related field
• 5+ years’ experience in customer service or supply chain roles within the FMCG industry
• Previous experience managing teams and key customer relationships
• Strong knowledge of order-to-cash processes and service-level management

Benefits

• Health Insurance
• Life Insurance
• Pension
• Lunch Subsidy
• Others