Scm Functional and Process Support Agent X2

6 months ago

Centurion, South Africa Exxaro Recruitment Full time

**Job Advert Summary**:
**PURPOSE**:

- To execute Supply Chain Management (SCM) Customer Interaction Centre (CIC) support activities in a manner that ensures excellent customer service delivery

**Minimum Requirements**:
**QUALIFICATIONS**:

- Diploma Supply Chain Management (Essential/Minimum or)
- National Diploma (Relevant) (Essential/Minimum)
- Certificate First Line Management (Recommended/Desirable)

**EXPERIENCE**:
3 years Experience in a customer interaction environment. Knowledge/understanding of the SCM policies and processes. Understanding of Enterprise Resources Planning and/or Cloud based procurement solutions (e.g. SAP MM, Coupa). (Essential/Minimum) Operational

**REQUIREMENTS**:

- Psychometric Assessment (Essential/Minimum)
- Certificate of Fitness (Essential/Minimum)
- Competence: MS Office Relevant Package (Essential/Minimum)

**Duties & Responsibilities**:
**Case Management**
- Execute CIC activities within agreed scope of service offerings in support of Exxaro’s SCM function.
- Provide suppliers functional support that relate to SCM procedures, processes, and systems
- Manage incoming queries via calls or tickets for resolution within agreed service level agreements.
- Ensure all logged calls or tickets are regularly updated and compliantly closed when resolution has been reached.
- Escalate queries when resolution cannot be self-resolved and thereto track progress, informing customers of updates and expected timelines.

**Customer and Client Relationship Management**
- Adhere to defined SLA’s and KPI’s as per service offering.
- Communicate and interact professionally and effectively with customers.
- Good professional written and interpersonal skills, with the ability to interpret technical information and thereto communicate effectively.
- Build and maintain relationships with all customers and stakeholders to achieve operational excellence.

**Delivery Management**
- Assist and direct users in executing self-service options, and systems.
- Provide customer service in accordance with corporate governance rules and standards.
- Execute responsibilities according to defined guidelines and standards.

**Effective People Management**
- Performance management: Adhere to performance management procedures
- Culture/functional climate: Uphold the culture and values within the function. Foster effective teamwork and unity

**End User Support**
- Provide first line SCM end user support that relate to SCM policies, procedures, processes, and systems.
- Participate in SCM end user training interventions.
- Participate in training community of practices.
- Escalate unresolved issues to appropriate cross-functional support and/or business teams.
- Participate in SCM end user support optimisation activities E.g., Frequently Asked Questions / training material updates.
- Evaluate, prioritise, and escalate urgent queries to Lead, SC End User Support for resolution.

**Functional Excellence**
- Adhere to functional policies, standards, guidelines, procedures, end
- to-end processes, tools, templates etc.
- Assist in standardising, simplifying and speeding-up functional processes, eliminating duplication/bureaucracy
- Assist in the execution of functional excellence initiatives

**Functional Management**
- Governance: Ensure function adheres to Group governance, policies, standards, statutory and legal compliance
- Entrench a culture of discipline

**Internal Business Processes**
- Maintain quality relationships with business units and customers
- Provide exceptional service in line with SLA’s

**Safe and Healthy Work Environment**
- Maintain and ensure a healthy environment, safe operations practices, ensuring compliance with all applicable Safety Health and Environmental (SHE) policies procedures in line with set standards
- Encourage a culture that focuses on safety in all operations

**Behavioural Alignment**

Demonstrates the following:

- Creativity, collaboration, sociable and awareness to the ecosystem
- Stewardship, accountability, ability to develop trust, safety conscious and ethical
- Ability to respond quickly to business needs/agility, flexibility, continuous learning, innovation and proven ability to experiment on creative business solutions
- Ability to be inclusive, eagerness for multiple skills, embraces multiple cultures, accepts different approaches and be human-centric/empathetic
- Results oriented, quality driven, excellence, entrepreneurial abilities, efficient and effective

The appointment will be made in accordance with Exxaro’s Employment Equity policy.

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