Customer Service Manager

Job Summary

Secure new business opportunities for World Courier, while maintaining and developing relationships with existing clients.

• Plans, prepares, and devises work schedules, according to budgets and workloads Observes and evaluates CS Consultant (s) performance
• Issues instructions and assigns duties to CS Consultant (s) Trains and instructs CS Consultant (s)
• Communicates with other departments and management to resolve problems and expedite work Interprets and communicates work procedures and company policies to staff
• Helps CS Consultant (s) in resolving problems and completing work Resolves complaints and answers questions of customers regarding services and procedures
• Answer all telephone enquiries as per World Courier standards
• Generate accurate quotations and closure for customers Interface new sales closure with operations investigate and resolve customer issues and complaint
• Proactively inform customers of any service failure and relevant operational service changes timely, and the alternative actions taken.
• Maintain Biostar, Worldstar and Goldmine Customer & Sites Database Clinical trial monitoring, site initiation, maintenance on new and existing studies Provide marketing and sales support to Business Development Manager
• Manage Premium Customers at a country level Assist the Business Development Manager in regular performance reviews
• Active involvement to achieve overall department targets
• Develop a comprehensive knowledge of all World Courier services.
• Report competitor activities to the National Sales & CS Manager/General Manager. Maintain an account management database to document, monitor and support each customer relationship.
• Prepare and submit monthly reports, call reports and other records as requested, to the National Sales & CS Manager/General Manager.
• Participate in (occasional) out-of-hours promotional networking activities. Participate in tradeshows/exhibitions Liaise proactively and effectively with back-office/support staff to ensure a high standard of customer service.
• Avoid exposing the company to unnecessary credit risk. Cross-sell other World Courier services.

• Preferably tertiary education with 2 - 3 years relevant supervisory experience in a customer service or key account desk environment
• Basic knowledge of distribution and logistics concepts Good communication and telephone skills Commercial and Customer focus Computer literate (Excel, Word, PowerPoint, Outlook) Strong English (written and spoken) comprehension and communication is essential