PEOPLE BRAND HOUSE
Closing on: Apr 30, 2025
Department: Customer Service / Sales & Distribution
Reports To: Executuve Director / Operations Manager / General Manager
Job Summary:
The Customer Service Manager will oversee and lead the customer service team to ensure exceptional service delivery to clients. This role involves managing orders, resolving customer issues, coordinating with production and logistics teams, and implementing processes to enhance customer satisfaction. The ideal candidate will have experience in manufacturing and a strong understanding of the supply chain.
Key Responsibilities:
Lead and supervise the customer service team to ensure timely and professional support to clients.
Maintain and improve customer satisfaction by analyzing performance metrics and implementing improvement strategies.
Manage order processing and coordinate with production, logistics, and warehouse teams to ensure timely fulfillment.
Handle escalated customer complaints, resolving issues efficiently while maintaining a positive customer relationship.
Develop and implement customer service policies, procedures, and standards.
Collaborate with sales and marketing teams to align customer service goals with business objectives.
Generate and analyze reports on customer feedback, service issues, and delivery performance.
Train, mentor, and evaluate team members to maintain high performance and motivation.
Ensure compliance with company policies, safety standards, and industry regulations.
Qualifications & Skills:
Bachelor’s degree in Business Administration, or related field.
5+ years of experience in a customer service leadership role, preferably in a manufacturing environment.
Strong knowledge of ERP systems and order management software.
Excellent interpersonal, communication, and problem-solving skills.
Ability to work under pressure and manage multiple tasks simultaneously.
Strong analytical skills and attention to detail.
Leadership and team-building capabilities.
Preferred:
Experience with ISO standards or other quality management systems.
Familiarity with Lean Manufacturing or Six Sigma principles.
Job Category: relationship management
Job Type: Full Time
Job Location: Kampala Uganda
