Service Admin Supervisor
Benoni, South Africa
As a Service Admin Supervisor, you will:
Be involved in all aspects of the service administration department admin on various products related to service/warranty functions.
act as educator when there are new team members
Provide relevant detail training and explain all procedures and process to new employee’s
Assist with cross training within the service administration department
As Supervisor be positive, supportive, and to encourage and motivate all members of the service administration team in line with your line managers requirements.
Assist your line manager in ensuring the quality of work and standard of work meets your managers expected standards.
Identify and report on progress of new staff to your line manager
As supervisor focus on the day-to-day operations and how to implement management decisions in their department.
Be required to supply updated reports to your line manager as and when required from your manager
Ensure that management schedule and deadlines are met by yourself and the team
Provide support to your line manager in resolving issues that may arise in the team
Assist with checking Update of job cards on the CRM system or any other web portal as required and provide frequent updates to the line manager.
Assist with checking updates and ensure all job allocations are done correctly according to requirements.
Be required from time to time to provide your line manager when required with specified analysis reports to measure the teams progress and highlighted concerns
Respond to e-mails regarding queries from the Internal & External Agents timeously.
General Filing as is required.
All aspects and involvement in all areas of the service administration department major appliances, spares and water heating that is within your scope.
Assisting in Audit requirements when they arise.
Communicating with the agents regarding all expectations and requirements from the company and/or clients as is required.
Customer Service (at all times have a client/ customer centric approach).
Service Providers – arrange all pickups and updates.
Update all reports with regards to water heating and appliance returns.
COC completion reports for all areas as required.
Be involved in checking and managing of invoices within the service administration department.
Follow all required policies and procedure of the Company and as amened from time to time depending on the needs of the company
Complete and fulfill all other functions required by management from time to time that falls within your scope of ability
A Typical Day (each supervisor will have a set of functions which may include all topics. Clerk functions will be allocated by the Line Manager)
Update job cards on web portal:
Ensuring AEG Calls are allocated and not pending
Authorizing VOID calls for allocation
SP information returned follow up case updated
Case stage accuracy and accountability derived from CPA
Be involved in update meetings with your direct line manager with regards to progress, concerns, solutions, and all matters that can improve and motivate all team members.
Solution driven approach in query escalations and staff support
Curiosity in motivational approaches and building cohesion cross functionally
Weekly meeting information driven with solution approach in factual data with LM
CRM training and queries with SP’s
Communicating with the internal & external agents regarding their reports and all requirement:
Follow ups on parts pending, reschedules, allocated, Attended to’s and Admin.
Agent pickups not completed and delays to be reported
COD cases to be ordered through spares but follow through in client satisfaction
Call allocations & rescheduling – checking and ensuring TAT is lowest possible
Telephonic support to call center, retailers, internal & external customers
Clear communication and follow up with all agents to be monitored and couched where improvement is required.
Drafting technician’s incentives weekly Monitoring:
These functionalities need to be monitored and discrepancies reported
Time keeping updates daily capturing
Corresponding invoices to case numbers on work paid
Service Provider invoices:
All Service Administration agent invoices – 30 Days accounts on all
Verification and invoice capturing for all areas of the service administration department
Checking accruals monthly on back logged accounts and ensuring full capturing is completed before next payment run.
Communication with AP to be professional and accountable in follow ups on account creations and all other aspects.
Checking invoice accuracy and completion before submission for Authorization
All aspects and involvement in a water heating, major appliances spares & stock:
Managing Reverse logistics stock returns and collections for all on site locations
Perigee system monitoring
Technician spares requirements and returns
Communication to internal & external agents & customers
Quality reporting when trend is noted – Technical faults
CRM updates on cases allocated from pick up pending and Admin – Monitoring outstanding pickups in the shortest possible time frame.
Credit process on stock returned to be efficient in preparation, Authorization and capturing thereof twice weekly.
In this role, you will be dealing with Electrolux’s Internal and External customers and as such a client centric approach in all your activities is vital.
In Electrolux, we encourage open communication at all levels and put emphasis in dealing with our customers as well as colleagues with integrity and respect.
You will be working in the Service Admin Office, Benoni and within regular working hours and will be expected to work on certain predetermined and scheduled Saturdays
Who You Are?
Computer literate / MS Office/Excel
At least 5 years’ experience in service environment
Previous experience in a Supervisory role
Experience in utilizing (CRM/SAGE X3/ knowledge of advanced report functions)
Advanced excel skills (pivot, statistics etc. ) is a requirement
Experience in water heating systems and Major appliances will be beneficial
Experience in warranty and insurance environment
Excellent People Skills
Ability to use own initiative and multi-task
Attention to detail
Interpersonal skills using tact, patience and courtesy
Communicate effectively both orally and in writing
Work independently with little direction
Ability to work under pressure
Fluency in English and any other language
Customer Service Orientated
Result and deadline driven
Honesty & integrity
Follow processes and procedures
Keeping you Healthy and Safe
We want you to return home in even better shape than when you started, so we need you to help us do this by making sure you follow a few simple steps. We need you to:
Make sure you take reasonable care for your own health and safety, and
Take reasonable care that what you do (or what you do not do when you should have) does not affect the health and safety of others, and
Follow reasonable instructions that we might give from time-to-time, such as reporting incidents and hazards, and
Follow policies or procedures, so long as it is reasonable and we have told you about it, and
Attend training that helps you to work safely