Customer Service Excellence Manager

3 days ago

Pretoria, South Africa RCL FOODS Careers Full time

The **RCL FOODS Talent Team** are currently looking for a proactive, influencial and organized **Customer Service Excellence Manager** with exceptional leadership abilities to join the **Baking Business Unit**. The role will report to the Customer Service Excellence Executive and be based in **Pretoria**.

The main objective of this position is to lead the customer liaison interface for CSE and key internal and external stakeholders in order to achieve, enhance and optimize the customer service experience. Leading the Customer Service Support team and 3PL Depots.

**Duties & Responsibilities**:
Strategic Planning
- Define the degree of forward planning (3-6 months, 2 years etc.) and execute accordingly.
- Functional Strategy Into Action Operationalisation.
- Work in conjunction with other senior managers in the Route to market Customer Service Excellence team to co-create the Route to market strategy.
- Facilitate integrated Customer Service Excellence delivery by managing relationships and interaction with cross-functional teams.
- Suggest improvements to the annual functional Strategy into Action plan.
- Ensure the agreed SLA is implemented through team targets and that these targets align across functionally within area of responsibility.
- Coordinate and drive the regional Route to market Customer Service Excellence planning projects when applicable.
- Participate in the risk committee and in HIRA work studies.

Manage Distribution Service Level Agreement
- Manage, update and execute the SLA with the distribution service provider through appropriate KPI’s and adherence to the SLA intention.
- Use the SLA to ensure delivery of the operational KPI’s.
- Use SLA to ensure delivery of the agreed distribution budget.
- Drive quarterly performance review meetings with the service providers.
- Manages the operational aspects of ongoing projects and serves as liaison between project management and planning, project team, and line management.

Distribution Management
- Work closely with the Primary and Secondary distribution service providers in order to realize group supply chain efficiencies, synergies, cost savings and drive improvements in ways of working.
- Work closely with planning, distribution requirements planning and customer teams to identify and realize customer service excellence opportunities and drive the delivery of supply chain efficiencies and synergies.

Business Plan
- Develop the annual distribution business plan using volumes provided by the planning team.
- Identify opportunities within the distribution network where group supply chain efficiencies and cost savings can be made and drive these improvements through to completion.
- Work closely with Planning Team to minimize stock holding and transport costs.

Primary and Secondary Transport Planning
- Drive the improvement in the primary transport planning process and ensure that all business rules are implemented.
- Drive new initiatives within the transport environment to drive down costs and improve service for a mutually sustainable relationship.
- Manage the re-prioritisation of primary transport when there are insufficient vehicles to cover the days requirements.
- Oversee the establishment of measures to correct on-going problems so as to minimize the impact on the customer.

Customer Service Management
- Drive a customer service ethic and mind set throughout the organization.
- Own customer service at an operational level and ensure its implementation through operations, the call center and all customer interactions.
- Ensure that customer service failures are understood and put procedures in place to prevent a reoccurrence.
- Ensure the resolutions of service level queries & results, including BW reporting, graphs, analysis etc.
- Ensure the call center or sales managers are always appraised of any changes or anomalies that may occur with recommendations on how to resolve them.
- Drive collaborative initiatives with customers looking for opportunities to either improve service or reduce costs across the extended supply chain.

Inventory Management
- Oversee 3PLs, processes and SOP to ensure in-line with company standards and practices.

Management
- Manage costs including the optimal utilisation of assets in; holding days, stock holding.
- Ensure compliance with Standard Operating Procedures.

Team Management
- Drive delivery of customer service within the distribution teams through effective KPI management.
- Drive improvements in distribution and customer service by regularly reviewing operations to ensure an appropriate network to meet customer service level targets.
- Using agreed KPI’s, drive continuous improvement within the Route to market strategy.
- Development of people by coaching and identifying training needs and work with HR to implement.
- Be an ambassador and custodian for Our Way and driving the appropriate behaviours in the team.

**Minimum Requirements**:
A completed 3-year Tertiary Qualification - majoring

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