Manager Customer Service Polymer Exports & Adv Materials

Job Req ID

7856

Closing Date

26 March 2025

Business Unit

MSA: SA Chemicals Marketing & Sales

City/Town

Sandton

Purpose of Job

Direct the customer service team to enable the provision of operational excellence.

Manage the customer relationship, CSR team and processes related to the capturing of customer orders and query and complaint resolution.

Manage order processing to ensure accuracy and full-on time delivery to customers

Ensure that the customer experience with Sasol is satisfactory

Manage and direct internal resources to meet the required-on time delivery of customer orders.

Develop and implement procedures, policies, and standards.

Key Accountabilities

Manage the development of effective customer service procedures, policies, and standards and advise on improvements. Apply best practices in line with the BU’s mission and strategy. Improve continuously the BU’s customer service overall experience to achieve the highest level of customer satisfaction. Coordinate with the team to achieve satisfaction consistently. Recruit, onboard, and train new customer service agents. Lead workshops and seminars to enhance customer service agent skills (e.g. communications and dispute management). Respond to and take ownership of customer issues in a timely manner and follow up until resolved. Investigate re-occurrence of customer specific incidents, initiate root cause analysis, and enforce corrective and preventative measures. Provide formal feedback to the customer as and when required. Collaborate with internal relevant functions (e.g. Outbound Operations, Finance, Human Resources, Planning and Optimisation, Marine, M&S) to address and resolve issues. Manage sales order processes for local and export purchasing, and engineering environment. Monitor CSR activities and maintain even workload distribution.

Ensure adequate upskill and training of CSR team. Manage effective communication of CSR team to customers and stakeholders including order status, tracking updates, query and complaint resolution Report on Customer Services team deliverables. Monitor and manage order bank to ensure ongoing housekeeping and orders are cleaned for execution within agreed timelines Ensure all order-related outputs to customers are generated and communicated timeously, such as Proforma Invoices, Order confirmations, Collection notes, etc... Provide operational support as required. Compile accurate records and generate statistical reports to highlight trends. Oversee the customer service team and compliance of daily operational customer facing activities with the BU’s strategy. Keep abreast of creative customer service strategies and innovative programmes to increase customer engagement Apply evidence based SHE practices in alignment with set standards for safe operations. Implement Sasol Group's risk philosophy and enterprise risk management framework. Build and maintain positive relationships with the team, customers, and other relevant stakeholders to enable the achievement of a customer service excellence. Continuously improve own and team’s skills and knowledge. Complete, implement, and track personal development plan to attain performance goals. Manage team performance and development formally and informally based on standard practices in use across Sasol Group. Identify and activate learning as required based on individual and collective needs. Nurture a team spirit and openness towards feedback, collaboration, knowledge sharing, and innovation.

Formal Education

University Bachelor's Degree

Working Experience

6+ relevant years

Systems requirements

Proficiency in SAP ERP

Office 365 (Outlook, Word, Excel, PowerPoint)

Required Personal and Professional Skills