Manager - Service Center Operations West. Sales and Distribution

Functions:

• Champion and implement all Customer Experience projects / plans in the assign region

• Drive service excellence and sales activity in all service centres within the Sales Business unit

• Handle the resolution of escalated branch issues within the region

• Manage customer traffic into the branches in the region

• Manage third party employees assigned to branches in the region

• Coach, mentor and motivate branch staff in an effort in an effort to achieve assigned sales targets and maintain optimal employee service satisfaction levels within the region

• Ensure availability of stock for the teams in the region

• Responsible for overseeing all branch functions and overall customer experience

• Ensure logistics are available for the team deliver on their targets

• Conduct branch scheduled visits & spot checks in the region

• Liaisie with the Touch Point teams in ensuring service standards are maintained

• Prepare business reports (Weekly, monthly and quarterly)

• Support and drive all companywide business initiatives in the assigned region

• Support HR in conducting interviews for selection of staff in the Service Centre under the region

• Conduct performance review discussions for the team in the region bi annually

• Implement Enterprise Business Unit strategies in the Service Centres

Education:

Bachelor's degree in Business Administration, Social Sciences or any other relevant field.  

Experience: 

At least 5 years’ experience in a customer service and people management.

Valid driving permit with a minimum of 2 years

Training:

• Introductory Project Management

• Report Writing

• Sales and Customer Service

Behavioural qualities:

• Ability to manage self and be a team player, good conflict management, take and manage accountability

• Energy & Drive – Innovative, takes initiative, results oriented, and develops self consistently

• Interpersonal skills – Leadership, customer centricity, collaborative and coaches & develops direct reports

• Personal skills – trustworthy, integrity and ethical in dealings

• Operating skills – Ability to focus on priorities and plans, and share knowledge effectively

• Organisational Positioning Skills – Good written and verbal communication, presentation skills, commitment to the organisation

• Skill in resource management

• Presentation skills

General working conditions

• Driver’s license

• Corporate propriety

• Flexibility to travel (local/regional)

• Constant pressure to meet extremely tight deadlines