Customer Service Supervisor Evonik Africa

3 weeks ago

Midrand, South Africa Evonik Full time

KEY RESPONSIBILITIES

MEA S CS Supervisor.ROLES RESPONSIBILITIES:

- Management Function (50%):

- Responsibility of cascading down, and implementing the MEA CS strategy in the sub region
- Responsibility to drive the operational functionality and organizational efficiency of CS within MEA S
- Functional management and supervision of the performance of MEA S Team to ensure KPI’s are observed and targets are met.
- Working with MEA S CSRs in addressing challenges, corrective actions required.
- Support the CS team in rolling out global initiatives to MEA CS.
- Support in ensuring that CS digitalization and automation projects are rolled out within the region.
- Operational Responsibilities, including own Order to Cash process (50%):

- Overarching responsibility for the day-to-day CS processes, including relevant Pre-order, Order-to-Cash (O2C), and Post-order process flow for the MEA S CS entities
- Responsibility for CS interface with external customers where required.
- Assessment of CS team performance, and continuously review CS MEA S development requirements with Head SCM/MEA CS manager for best possible training, development opportunities
- Responsibility for ensuring operational matrix and ensuring back-up in place at all times for all BL to ensure business continuity.
- Represent the team to platform stakeholders: BL, local finance team, MEA procurement, etc
- Overarching joint planning on recruiting and on boarding process for new joiners in close collaboration with Head SCM, local talent acquisition

Order to cash process:

- Perform complete order to cash (O2C) process for both ex-stock and dropshipment orders for Evonik customers in MEA S region for associated BL AN

Order process (ex-stock & indent):

- Receiving customer purchase orders, sending order acknowledgement
- Creation of sales orders in SAP
- Creating internal VPO and communication to plant
- Follow up with plant for order confirmation, shipping schedule and update the same to the customer
- Obtain necessary approval of draft shipping documents from customer.
- Clarification of all questions related with processing orders, handling changes in orders and independently carrying out all the necessary phone calls and correspondence.
- Checking contract documents and customer orders (product, specification, price, payment and delivery conditions, delivery date, and packaging) using the required processes, eg. CUPSET, Bl-specific processes..
- Where required: Preparation of L/C compliant documents based on the credit transactions, invoicing, monitoring of funds transfer for order
- Where required: Management, review and amendment of LC and or bank contracts with customer and bank
- Updating monthly order file
- Sending delivery notes to warehouse to ensure on time in full (OTIF) deliveries to customers
- Maintain communication and/or customer complaints wrt to deliveries and resolving with warehouse/transporters
- Invoicing customers

Order process for Ex stock exports and Drop shipments
- Check stock availability locally or with plant if it’s a drop shipment before processing the order
- Check if batch numbers are not close to expiry (East Africa requirement: > 75% shelf life left upon arrival).
- Communicating all special requirements of the order to the plant according to country regulations.
- Instruct service provider to book containers and vessels and provide booking confirmation to customers
- Follow up on order allocation and vessel booking confirmation from the plant and keep customers informed.
- Constant communication with warehouses regarding products and batch numbers picked for exports
- Work closely with pre-inspection companies (SGS, BV etc.) for Pre-Export Verification of Comformity
- Knowledge of using the SGS portal
- Communication with the warehouse regarding the date and time of the pre-inspection
- Provide the plant with final Invoice and Packing list for the pre-inspected shipments in order to obtain a Certificate of Comformity (CoC) from inspection companies (SGS, BV etc..)
- Prepare and compile shipping documents according to country regulations (Invoice, Packing list, COA, Health certificate, MSDS, TDS, CoO, CoC, BL, BSC etc..)

Post Order:

- General:

- Credit/Debit note management and issuance
- Internal management with sourcing plants, business lines, logistics and external management with third party warehouse and transporters

MAIN INTERFACES:

- Head of SCM/special projects MEA
- BL CS Heads
- Finance MEA S
- HR
- Business managers
- Supply chain

MAIN TOOLS/SYSTEMS.
- SAP
- Power BI Access for all BLs in the region
- Microsoft Office Tools
- CUPSET, Carat, Coface

**REQUIREMENTS**:

- Proven ability in leading a team of CSRs, in terms of Empowerment and Operational requirements
- Proven ability on alignment with Company values and in demonstrating leadership abilities.
- At least 3 - 5 years of a leadership role in CS a must.
- Super user skills in SAP and proven prior experience in SAP order-processing

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