CUSTOMER SERVICE CONTROLLER Urgently Needed: APPLY HERE
The Beverage Company
Amanzimtoti, KwaZulu-Natal, South Africa
The purpose of this role is to ensure stakeholder and customer engagement and satisfaction. This role reports to the Regional Logistics Manager.
Fmcg (Fast Moving Consumer Goods Sector),Food & Beverages
Outputs and Accountabilities
Enhanced customer service
All Customer DSP’s negotiated, agreed and communicated
Master Data and inputs into Load plan aligned to Customers DSP (Distribution Service Package)
Continuous communication with SD Planning to ensure calibration of master data to meet customers changing needs
Feedback on all customer comments, queries and suggestions within the service level agreement
Facilitate on-going customer service training for new and existing drivers
Gather and collate competitor information for developing the competition strategy
Class of trade focus groups held to ensure vital information is gathered to develop customer service strategy
Service excellence process reviews conducted quarterly
Accountable for new customer take-on process in-trade including customer induction
Load plan execution
Maintain good customer relations by delivering on promise consistently
Day to day management of customers related delivery queries or complaints
Root cause analysis of queries and complaints conducted to prevent recurrence
Ensure drivers adhere to offloading standards and maintain customer service levels
Ensure Driver and Crew image is maintained in-trade
Conduct weekly Driver debriefing and key performance indicator review
Carry out in-trade Owner Driver standard verification
Explore and quantify opportunities to convert Customers to less expensive delivery modes
Existing delivery modes optimised
Master Data verified for accuracy
Maintain open communication channels with Telesales team and SD Planning
Ensure integration with relevant internal stakeholders to leverage
Support social systems
Create an environment that allows for cross functional learning and
Regular team meetings conducted to understand performance, ensure
achievement of short- and long-term objectives
Support Administrators that work across functions
Customer service objectives achieved
Customer service results analysed, and detailed plans developed to widen competitor gap
Support the development of the Business plan in line with relevant guidelines
Support focus group activities to gather customer intelligence and make necessary changes to support superior customer service delivery
Develops and manages budgets and forecasts for resourcing
Minimise overtime and temporary employee usage
Controls expenditure against budgets and forecasts
Continuously look for financial optimisation opportunities internal and external
Weekly monitoring of general ledger accounts to ensure adherence to budget and forecasts
Monthly financial performance analysed, and necessary plans put in place to correct if required
Knowledge of Customer Service Principles
Good Interpersonal Skills
Ability to Communicate Well
Excellent Self – Management & Planning Skills
Strong Achievement Orientation
Ability to Adapt to Change Effectively
Excellent Coaching Capability
Strive for Continuous Improvement
Exceptional problem-solving skills
Ability to work under pressure.
Good verbal and communication skills.
Good self-management principles.
Strong orientation to results achievement.
Ability to adapt to and implement change effectively.
Strives for continuous improvement.
Demonstrate initiative and is a self-starter.
Strong leadership skills.
Demonstrates appropriate levels of assertiveness.
Good decision-making ability.
Excellent numerical and analytical ability
Ability to travel
Qualification and Knowledge
3-year tertiary degree/diploma, preferably in Supply Chain and or Logistics
2 years’ experience in a customer service role within an FMCG Supply Chain or Logistics
Advanced PC Literacy (Microsoft Office)
SAP Knowledge (Beneficial)
Valid Code 08 Drivers Licence
Job Closing Date