Customer Relations Team Leader Renwick & Company Ltd. Monday 13th November, 2017.

Customer Relations Team Leader

Renwick & Company Ltd.

Purpose: This position is responsible for the effective and efficient running of the customer service operation which includes supervision of the customer service team and is accountable for the achievement of all Order Processing and Customer Satisfaction objectives in order that RENCO achieves its Mission, Vision and Major Targets

Duties & Responsibilities:

• To contribute to the Sales & Marketing Strategic Planning process, paying particular attention to the Customer Relations related strategic objectives and initiatives
• To lead the Customer Relations Strategic Planning process, resulting in the annual Strategic Plan aligned to that of Sales and Marketing
• To annually update individual Job Accountabilities and Performance Targets for all Direct Reports; ensuring alignment to the Department's Strategic Plan
• To develop, in conjunction with each Direct Report, their respective Individual Development Plan (IDP) following the Performance Reviews as per the Performance Management System
• To constantly review the competency and performance of all team members in the department. Provide continuous coaching and lead the implementation of each Direct Report's Individual Development Plan
• To lead the order process, ensuring timely turnaround of orders to satisfy customers and maximize cash flow
• To lead the Customer Complaints Resolution process, ensuring that customers are satisfied and their issues addressed in a timely manner
• To provide on Customer Relations matters as requested or as deemed necessary
• To lead the preparation of the Customer Relations monthly performance report in the Balanced Scorecard format; then lead the monthly department meeting to discuss performance, ensuring there are diagnoses and prognoses for any performance variances
• To contribute the relevant Customer Relations related performances, variances, diagnoses and prognoses in the Sales and Marketing monthly Balanced Scorecard Performance Report; and attend the monthly Department meeting enabling collective performance management of the Department


• Executive Diploma in Management or Business Administration and two (2) years of related experience in Customer Service of which must have been in a supervisory capacity OR any equivalent combination of education and experience.
• Must possess a cell phone
• Knowledge of the St. Lucia Retail Market

Key Competences

• Detailed oriented
• Highly organized
• Customer oriented
• Sound leadership skills
• Excellent motivator
• Creative
• Results oriented
• Honesty and Integrity
• Personable
• Professional deportment and appearance
• High level of Computer Skills (Microsoft Suite)
• Excellent Communication Skills

All interested persons are required to submit an application to HR on or before Monday 13th November, 2017.

Please submit applications via email:

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