Senior Customer Service Manager

Purpose & Overall Relevance for the Organisation:

This diverse role will be responsible for a variety of commercial services primarily managing the allocated customer portfolio from order to cash cycle with excellent sales and operational planning.

Key Responsibilities:

- Excellent sales and operational planning capabilities
- Ensure timely and accurate order entry and release of orders for processing
- Review of order book to ensure customer requested delivery is achieved and supporting order book conversion and OTIF

- Ensure accuracy of product information, stock availability, pricing, terms, routing, and any other specialty handling or services
- Process, coordinate and investigate customer shipment claims or return requests following existing - - Company policies, procedures and programs
- Provide assistance and support to internal partners including Sales, Marketing, Finance, SCM representatives relating to order processing
- Support business on delivery of sales and financial targets and objectives

- Deliver the highest level of customer service and respond in a timely and efficient manner to all incoming inquiries and correspondence, both internal and external
- Work towards both independent and team KPI’s to improve business standards, service levels and financial results
- Build constructive relationship with the customers and enhance the customer satisfaction
- Develop and review reports relating to order book KPI’s and transactional activities of the team

KPI’s:

- Speed of execution
- Customer satisfaction and engagement
- Customer Service Excellence
- CS SLA & Blueprints
- Process enhancements & efficiencies
- Report enhancements

Key Relationships:

- Customers
- Sales Team
- SCM (Operations, Purchasing, OBF…)
- Finance Team
- Marketing Team
- External Stakeholders (Forwarders, Banks…)

Knowledge, Skills and Abilities:

- A strong customer service focus
- Excellent knowledge of Supply Chain and/or Logistics
- A high level of problem solving ability
- Superior attention to detail and accuracy
- Excellent communication skills and a proven ability to develop long lasting relationships
- Experience in working under pressure to meet deadlines and conflicting priorities
- Strong Microsoft Office skills are essential
- Strong ERP/SAP knowledge an added advantage
- Team player with high planning, organizing and reporting abilities
- Fluency in Russian & English is a must

Requisite Education and Experience / Minimum Qualifications:

- University degree in Business and administration, Supply Chain or Logistics
- Minimum 6 years of overall work experience in customer service, supply chain or Logistics management

- English language advanced level is a must

We offer:

- Official employment in accordance with the Labour Code of Kazakhstan
- Fixed salary + annual bonus
- Hybrid work schedule (remote format/work from the office)
- Flexible working hours (from 8-10:00 to 17-19:00)
- Medical insurance
- Partial meal compensation
- 40% discount on company products
- Corporate development programs (career opportunities in various departments of the company, including relocation to other countries)

- This is temporary position for 1 - 1.5 year during the maternity period of permanent employee.

Join the team of professionals and change the future with us!