Customer Service Manager

1 month ago

Pretoria, South Africa Adzuna ZA B C2 Full time

Purpose of the Position:The Customer Service Manager is responsible for customer service in the region, including daily delivery route planning and monitoring.

Key Functional Responsibilities:

The key functional responsibilities of the Customer Service Manager include but is not limited to:

Customer service levels

  • Achieve customer contractual service levels.
  • No restaurant below the minimum service level over 12 months

Order fulfillment:

  • Prepares plans to service the market for out-of-stock or low-stock items.
  • Co-ordinates and ensures execution of plans to service the market for out-of-stock or low-stock items.
  • Ensures order-related queries are resolved.

Promotional and test product

  • Ensures new, promotional, and test product launch plans are monitored and communicates plan deviations to the Distribution Center and Supply Chain Management.

Customer complaints and problem resolution

  • Ensures customer complaints are resolved and communicated timeously to the customer.
  • Monitors trends in complaints and implements plans to address and suggest improvements to reduce complaints.

Raw product complaints (RPC)

  • Ensures strict compliance with the RPC process.

Recalls

  • Coordinates recall communication to restaurants
  • Monitors timing of recall communication to the market

Customer relationships

Meets with customers to better understand their issues.

  • Documents and communicates restaurant issues to relevant personnel.
  • Provide feedback to customers on new initiatives and developments Builds and maintains sound relationships with the market.

Customer contact information

  • Ensures market contact information is always up to date.

New stores

  • Keeps all departments up to date on pending new store openings
  • Trains new store personnel on Company processes

Daily route planning

  • Ensures the daily delivery plan is optimally prepared for each DC and that revisions to the master schedule are communicated to the customer at least 12 hours before delivery.
  • Ensures non-scheduled deliveries are properly planned and communicated to the customer.

Daily vehicle monitoring

  • Ensures deliveries are monitored and that deviations from the plan or incidents that will impact the customer are timeously communicated to the customer.

People management.

  • All staff have scorecards Staff are held to account Compliant with all HR procedures.
  • Resolve staff issues and queries promptly.
  • Ensure continuous training and development of staff.
    • Prepare, sign off, and submit the Customer Support Department payroll in line with the companys payroll procedure.
  • To lead the food safety Team and update them on all relevant changes and or improvements.
  • To be conscious about food safety and quality protocols in the distribution center.
  • To be part of the Food Safety Team and custodian of improvements.
  • To be accountable for all internal and external audits and ensure smooth running of the audit procedure.
  • To be knowledgeable on the FSSC 22000.
  • To be conscious about food safety and quality protocols in the distribution center.
  • To be part of the Food Safety Team and custodian of improvements.
  • To be accountable for all internal and external audits and ensure smooth running of the audit procedure.

Master Delivery Schedule

  • Expected to assist in the preparation of this.

Work Experience Required:

  • 2 Years proven Supply Chain experience within FMCG or QRS environment
  • 1 Years minimum proven International Supply Chain experience
  • 1 Year SADC export and general export experience

Qualification Required:

  • Grade 12
  • Tertiary qualification in business and or supply chain management, marketing, or another related field.

Computer Literacy Required:

  • MS Office (Excel, Word, Outlook)
  • MS Great Plains

A strong sales background will be advantageous.

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