Customer Service Manager

Job Advert

Customer Service Manager

Location: Riyadh

Competitive salary and benefits package

About the Role

Unipart Logistics is seeking a Customer Service Manager to take full responsibility for its KSA based Customer Service operation, providing excellence in customer care for our clients and building on new and existing networks to grow our relationships.

Key Responsibilities

1. Manage prioritisation, escalation and resolution of support incidents to the development team.
2. Lead, supervise and develop a team of dedicated customer service and logistics representatives.
3. Ensure the team follows customer service processes; from order entry to the delivery of goods.
4. Monitor the team for the achievement of the best results as per the set KPIs.
5. Determine best solutions for the issues, if any, escalated by the customers.
6. Provide backlog analysis and ensure accuracy of data provided to customer service manager and/or Finance team for forecasting process.
7. Manage the generation of open tickets to ensure all orders are generated for picking and packing.
8. Communicate and follow-up with the Operation team and other stakeholders.
9. Comply with the company's standard operating procedure (SOP) and quality policy.
10. Communicate with superior to improve department processes.
11. Perform any other tasks as and when assigned by the superior.
12. Develop, recommend and implement local strategies and plans for supply chain development to meet current and future business and customer needs, cost and productivity targets.
13. Oversee the process work to ensure time and quality standards are met in accordance with SLA and within standard turnaround time with zero error.
14. Identify critical business issues and develop workable solutions, consolidating, evaluating and implementing the development processes.
15. Set customer satisfaction targets and work with the team to meet targets consistently.
16. Analyse statistics and compile accurate reports.
17. Perform order processing through various operations departments.
18. Perform shipping documentation and coordination.
19. Direct responsibility for the Unipart Customer Service team.
20. Perform shipping instruction submissions before cut-off timings.
21. Indirect responsibility with Operations and other departments to ensure top class customer service to the customer.
22. Indirect support provided by the Operations department.

About You

We'd like you to have the following skills and experience, but please apply if you think you'd be able to perform well in this role!

1. Degree in Business Administration, Engineering or Management Information System.
2. Minimum of 5 years experience in a leadership role managing a team.
3. Good interpersonal, communication and analytical skills.
4. Preferably specialised in Logistics/Supply Chain or Project Management.
5. High level understanding of all aspects of management, including client relationship.
6. Ability to identify opportunities and project manage these into deliverable improvements in service, cost or revenue for either Unipart or the client.
7. Excellent communicator, at all levels and through all mediums - ability to interface and manage relationships at all levels in all markets across the territory.
8. Balancing service levels and client expectations with budget and Unipart corporate plan commitments.
9. Analytical thinking and problem solving.
10. Negotiation and persuasion skills.
11. Customer service skills.
12. Excellent verbal and written communication skills.
13. Attention to detail.
14. Strong report-writing and presentation skills, together with a familiarity with popular software packages such as Microsoft Office and applications such as Google Docs.
15. Excellent knowledge of management methods and techniques.