Customer Service Manager at Saint-Gobain Africa

We are seeking a French speaking, detail-oriented Customer Service Manager to provide essential administrative and operational support to ensure the efficient processing of customer orders and alignment with internal procedures and regulatory requirements across West and Central Africa.

Based in Accra, this role will play a key part in coordinating with various stakeholders including sales, logistics, finance, and external partners to maintain high customer service standards, manage compliance with export and exchange control regulations, and ensure timely order fulfilment and inventory accuracy.

Role responsibilities:

• Provide high level administrative and operational support and advise to stakeholders on administrative matters.
• Ensure timely and even flow of documents and products in accordance with orders received to meet customer requirements whilst complying with the company’s internal processes and controls.
• Liaise with banks, regulatory authorities, agents, customers and other stakeholders to ensure that the organisation complies with exchange control regulations and other legal requirements while delivering high levels of customer service.
• Implement administrative, financial and operational procedures
• Monitor monthly performance on key customer service performance indicators, update management, crafting and implementing corrective actions to ensure that objectives are met.
• Identify and address hurdles and bottlenecks in the order execution process in order to improve turnaround times to meet customer expectations.
• Monitor customer satisfaction through accuracy and timeous order execution and claims administration
• Manage departmental procedures and processes as well as response time to ensure compliance and improved customer service.
• Manage operations in line with export regulations and VAT requirements for compliance purposes.
• Manage BU’s for compliance to exchange control regulations
• Liaise with warehouse, production and other departments regarding stock availability in order to meet customer expectations and sales targets.
• Timeous releasing of purchase orders and purchase requisitions for improved turn around
• Manage and monitor open loading slips on SAP
• Co-ordinate with sales regarding credit/cash application, discount processing, price changes and master data changes for improved customer service.
• Ensure that communications and other vital information is channelled through to the direct team
• Manage transporters and freight forwarders regarding vehicle availability, queries and service provision

Minimum requirements:

• The ideal candidate will have a degree in Business Administration, Supply Chain or Logistics, with a minimum of two to five years’ experience in a coordinator or administrator role within an internal sales or customer service environment, with a strong focus on commercial sales.
• Proven customer service experience is essential, along with the ability to work effectively in a fast-paced environment.
• A working knowledge of ERP systems, particularly SAP, is required, as well as proficiency in MS Office and strong numeracy skills.
• Excellent communication skills, both written and verbal, in English and French are necessary.
• The role requires meticulous attention to detail, effective planning and organizational capabilities, and the ability to prioritize tasks, manage time and resources efficiently, and work collaboratively within a team.
• You should demonstrate the ability to identify and resolve problems, offer sound recommendations, and maintain adherence to internal controls.
• A solid understanding of import and export transportation principles is expected, along with strong relationship management skills and the ability to interact confidently at all levels, both internally and externally with customers and vendors.
• The successful candidate should be capable of analyzing business trends, writing structured recommendations, and contributing to divisional initiatives by providing input, promoting implementation, and monitoring outcomes.
• Additionally, ensuring stock is secured and inventory is accurately managed to guarantee product availability will be a key responsibility of the role.

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