Customer Service Manager at Glacier Products Limited

Customer Relations and Feedback:

• Oversee receiving, printing and logging of orders from all platforms i.e. email, WhatsApp, calls, SENRI and hard copies.
• Oversee accurate and timely processing of orders into invoices, delivery notes and quotations
• Oversee clear communication between back office, warehousing, production and sales concerning stock availability.
• Oversee clear communication between sales, credit and back office concerning the status of stock availability.

Internal and External Communications:

• Oversee proper handling of communication relating to the company’s brand and any other company activities as may be required.
• Oversee timely communication to customers/outlets and sales team of expected delivery delays or changes in delivery schedules.

Policy formulation

• Set and update policies on order processing, route planning and customer care.

Client database administration:

• Oversee maintenance of an up-to-date database of customer contacts i.e. names, numbers, contact person, location, etc. is maintained.

Staff Training:

• Oversee staff onboarding and continuous training for back-office team.
• Raising staff welfare and disciplinary matters with HR and other departments whenever necessary
• Develop training programs and oversee training on Customer Service.

Order processing:

• Oversee receiving, printing and logging of orders from all platforms i.e. email, WhatsApp, calls, SENRI and hard copies.
• Oversee accurate and timely processing of orders into invoices, delivery notes and quotations
• Oversee clear communication between back office, warehousing, production and sales concerning stock availability.
• Oversee clear communication between sales, credit and back office concerning the status of stock availability.

Returns processing:

• Accurate and timely processing of sales and market returns into credit notes

Delivery Support:

• Ensure Distribution team are supported on queries and challenges faced during delivery.

Key Competencies

• Good communication and interpersonal skills with the ability to pass on information clearly.
• Strong customer service orientation that establishes a good working relationship with customers.
• Excellent interpersonal and communication skills with ability to interact effectively with all levels of management and customers.
• Comfortable with prioritizing & managing multiple assignments, Excellent planner, Diligence and High sense of details.

Academic / Professional Background

• Degree in Business Management, Customer care, public relations, Logistics or relevant on the job experience.
• At least six years’ experience in planning, back office, operations, customer service or logistics field,

Work experience

• At least Three years’ experience in a supervisory position