Customer Management Operations Manager

Position Summary/Objectives of Incumbent:
The purpose of this position is to manage the CMO Enterprise and Channel team to ensure total customer satisfaction. Specifically in the process from the point of Order Entry to the point of final delivery and commissioning services and invoicing of customer.
 

Key Responsibilities
Operational Execution:

• Manage and supervise the review of customer purchase orders including stock allocation.
• Manage and supervise the ongoing maintenance of existing orders. In addition, receipting and allocation of all non-inventory items.
• Liaising with all internal departments, suppliers, and customers.
• Co-coordination of all deliveries to site and liaising with internal/external contractors for service activities.
• Manage and supervise ongoing Customer Support via incoming phone calls and emails relating to orders placed.
• Liaise with all members of the CMO, Projects, Order management & Sales teams and provide any assistance as required to facilitate timely and efficient solutions for customers.
• To meet forecasted targets for outgoing sales monthly.
• Definition and tracking of all outstanding sales orders.
• Invoicing of all orders correctly and to customer requirements.
• Provide an accurate and on time statistical reporting for various monthly/quarterly meetings.
• Liaising with customers and suppliers.Project co-ordination.
• Management of stock including product and parts.
• Ensure the CMO team achieves its KPI’s and objectives.
• Manage and supervise RDSL/PDSL and OTIF YOY improvements to meet global targets.
• Manage LCC Administration
• Manage receipt of goods into ANZ

People Management:

• Attract, develop, and retain a highly competent and motivated Sales Operations team.
• Agree objectives & KPI’s with direct reports and provide monthly feedback & performance management.
• Coach team members to achieve performance objectives & develop individual competence.
• Foster teamwork/cohesiveness across the team.

Continuous Improvement:

• Review processes and procedures regularly ensuring team can work efficiently.

WHS, Environment & Quality:

• Comply with all Work, Health & Safety, Environment and Quality obligations.
• Actively promote safety in the workplace
   

Education/Qualification:

• Minimum 10 years’ experience in the field

Specialist Knowledge:

• Knows about how organisations work.
• Understanding of the market, industry, and legislative obligations under which we operate.
• Knows essential business and financial policies, procedures and practices and their impact on the operations of the organisation.

Practical Experience:

• Team leadership & coaching skills
• Computer literacy
• Good written & verbal communication skills
• A consistently high standard of presentation

Personal Characteristics:

• Ability to work under pressure.
• Excellent time management
• Strong customer service ethic