Job Description
Are you ready to lead a team of dedicated professionals in the pursuit of customer service excellence? If you are an experienced leader in the FMCG industry, comfortable making key decisions, improving SOP’s and analysing effectiveness of supply chains; we invite you to apply for the role of Head of Customer Services today !
This is not the sort of role that comes along too often, as you will be pivotal in shaping the future of our international customer services function
Key Duties and Areas of Responsibility:
Customer Service:
- Lead and inspire the Customer Services team to provide exceptional customer service, driving efficiency, and CI.
- Engage with wider team including sales, planning, procurement and production to ensure flow of information is constant and correct.
- Address customer queries with a positive and reassuring approach, proactively learning from concerns to enhance our service.
- Grow and support the team ensure they are receiving the training and resources needed to excel in their roles.
- Cultivate strong relationships with trade partners and uphold trade customer satisfaction.
- Proactively identify, recommend and drive improvements
Sales Support:
- Establish a robust and timely reporting structure, ensuring accuracy and responsiveness to queries.
- Manage accounts receivables for international customers, working cross-functionally to resolve outstanding balances.
- Develop and strengthen relationships with selected key accounts including multiples, independents, foodservice and international.
Managing Relationships:
- Demonstrate excellent interpersonal skills with customers, staff, and stakeholders.
- Build trust, value others, communicate effectively, collaborate creatively, and uphold high integrity.
- Act as a company ambassador while maintaining client confidentiality.
Management and Development of Team:
- Provide leadership and support to ensure the team performs at a high standard.
- Oversee team’s personal development and promote teamwork, energy, and creativity.
- Offer structured feedback and address individual concerns.
- Identify training opportunities and maintain awareness of health and safety procedures.
Skills/Attributes Required:
- Proven leadership experience in an FMCG environment is essential.
- Exceptional relationship management and communication skills.
- You should not only be able to lead a team, but enjoy building one and investing in people for the future.
- Demonstrated ability to handle challenging situations and drive favourable outcomes.
- Strong project management skills, attention to detail, and excellent IT proficiency.
