Job title: Customer Services Supervisor
Supra Healthcare, which is part of the Avacare Health group, is looking for a Customer Services Supervisor to join our team in Johannesburg.
Avacare Health is an integrated healthcare group operating across 3 continents with presence in 22 countries, bringing affordable healthcare to the people through the distribution and supply of pharmaceuticals, medical consumables, consumer health and medical equipment.
Supra Healthcare has over 25 years of medical industry experience, offering modern healthcare at an affordable price and our cross-border reach makes Supra Healthcare an international leader in the procurement, distribution and manufacturing of medical and surgical consumables.
Job Overview:
Purpose of the job: Oversee and lead the customer service employees in the performance of their duties such as taking and processing orders, providing quotes, responding to customer enquiries and resolving issues or complaints.
Key Responsibilities:
Manage customer service agents (including but not limited to performance, discipline, mentoring, conflict management, etc.) and ensure they comply with company guidelines particularly related to quality of service.
To effectively manage customer expectation and be resolution driven and customer focused when resolving queries and client complaints.
Organize and schedule customer orders.
Key accounts and customer relationships management.
Lead and provide guidance and assistance to the customer service personnel.
Coordinate and collaborate with cross-functional teams to ensure quality services to customers.
Constant monitoring of back orders & updating customers accordingly.
Assisting with product specials/promotions/getting feedback from our customers on rate of service.
Monitor or reviews calls or other correspondence between customer services and customers.
Ensure that customer services department are informed about changes to company products and services.
Identify opportunities to update or improve customer service procedures and make recommendations to the Customer Services Manager.
Maintain and manage customer files and databases including price fie and tender lists.
Update circulars to be sent to customers as & when required.
Record keeping of all correspondences with customers including quotations done.
To receive and process “follow up” information about previous requests and reports and to update systems as appropriate.
Collect data and prepare reports on customer complaints and enquiries.
Prepare monthly reports summarizing the assigned customer service team’s performance.
Desired experience, qualifications and skills:
- Grade 12.
- Relevant tertiary qualification (advantageous).
- Minimum 2 years’ experience managing a customer services team in the healthcare / medical consumables industry.
- Medical consumables product knowledge.
- Delegation skills.
- Key account and customer relationship management skills.
- Analytical skills.
- Decision making and problem-solving skills.
- Computer literacy skills. (MS Office and Sage).
What We Offer:
- Competitive salary
- Comprehensive benefits package
- Opportunities for growth and advancement
Duration: Permanent
Closing date for Applications: 17 November 2023
Location: Johannesburg (Office based)
If you are a highly motivated individual with a passion for healthcare, please apply with your resume and cover letter. We look forward to hearing from you!
If you have not heard from us within one month of your application, please regard your application as unsuccessful.
Supra Healthcare Johannesburg (Pty) Ltd
8 Skietlood Street
Isando
Kempton Park
Johannesburg
1600
Website: www.suprahealthcare.com
Email: [email protected]
Telephone No.: 011 049 4100
