Cape Town - Manage all post-sale customer interactions, to ensure the highest level of quality service is delivered consistently - to ultimately achieve the desired customer experience.
Build a sustainable culture of continuous improvement by streamlining processes, quality monitoring of processes and building customer relationships.
Contribute to the development and implementation of strategies, to enhance customer service, increase sales and efficiency and the overall profitability of the business.
RESPONSIBILITIES : Reports to and acts under the direction of the Business Development Manager and accepts limited direction from the Sales Manager.
All other decisions must be in accordance with the company’s policies and procedures, and those of the company’s customersActs as the primary point of contact for customer and key customer staffAcknowledge receipt of all Purchase Orders (PO)Check all PO for correctness and completenessInform customer of key company contactsFollow-up on all outstanding Purchase OrdersCheck all Order Confirmation (OC) for accuracy, before dispatch to customerFollow-up on work in progress status orders at factory levelRespond to customer requests and enquiriesInterpret and communicate customer’ requirements to Sales Support and Technical TeamsLiaise with OPA on all customer related matters and / interaction requiredNegotiate deviations from the Purchase Order with customerActively manage the Change Request ProcessCommunicate all changes to customerPrioritise activities, to meet changes in manufacturing and deliveryInvestigate and evaluate alternative solutions to improve the overall customer experienceAttend daily Operations meetings and contribute in a meaningful wayMaintain a high level knowledge of customer markets and productsBuilds trust relationships with key customer staffParticipate in regular face-to-face customer meetingsCollaborate with relevant departments, to ensure a seamless process, from first contact to deliveryContinuously review work processes and implement changes, to improve efficiency and cost effectivenessIdentify efficiencies and cost savings in work processesParticipate in business improvement initiatives and projectsQUALIFICATIONS AND EXPERIENCE REQUIRED : Relevant technical qualification, supported by 4-5 years’ experience in a similar roleGood understanding of PC Board’ production processesTrack record of success in managing client relationshipsProven negotiation skillsTrack record of success in the achievement and improvement of the customer experienceDemonstrated commercial acumenThorough understanding of CRM and ERP systemsExcellent written and spoken skills in EnglishHigh degree of professionalismCompetent in the use of Microsoft Office productsPERSON SPECIFICATION : Strong communication and interpersonal skillsPossess confidence and authority to interact and build rapport with key customer personnelStrong influencing, empathy and listening skillsMeticulous and highly organisedForward thinking with a high degree of initiative and focused on resultsAble to analyse complex situations and formulate structured action plansApplies logic and commercial reason to decision makingAccepts responsibility for own actions and the achievement of intended outcomesAble to work independently and complete tasks within deadlinesSelf-motivated, displays resilience and persistenceAble to manage competing priorities to commercial effectCommunicates information effectively, in a friendly and supportive mannerEnthusiastic team playerAvailable to work on a full-time flexible basis