Customer Service Director

2 days ago

Pretoria, Gauteng, South Africa Stafflink Recruitment Solutions Full time

Purpose of the Position:

The Supply Chain Manager Lead is responsible for managing customer service in the region, including daily delivery route planning and monitoring.

Key Responsibilities:

  • Achieve high standards of customer satisfaction by ensuring timely delivery of goods.
  • Maintain a minimum service level of 95% across all routes.
  • Develop and implement plans to improve service levels in areas where they are below target.
  • Coordinate and ensure the execution of these plans.
  • Resolve order-related queries efficiently and effectively.

Launch Plans:

  • Monitor new product launches and communicate any deviations from the plan to the Distribution Center and Supply Chain Management.

Customer Complaints and Issues:

  • Ensure customer complaints are resolved promptly and communicated timeously to the customer.
  • Identify trends in complaints and develop plans to address and suggest improvements to reduce complaints.

Recalls and RPCs:

  • Coordinate recall communication to restaurants and monitor the timing of recall communication to the market.
  • Ensure strict compliance with the RPC process.

Customer Relationships and Communication:

  • Build and maintain strong relationships with customers through regular communication and feedback.
  • Document and communicate restaurant issues to relevant personnel.
  • Provide feedback to customers on new initiatives and developments.

Contact Information and Store Openings:

  • Ensure accurate and up-to-date contact information for all restaurants.
  • Keep all departments informed about pending store openings.
  • Train new store personnel on company processes.

Daily Route Planning and Monitoring:

  • Prepare and optimize daily delivery plans for each Distribution Center.
  • Communicate revisions to the master schedule to customers at least 12 hours in advance.
  • Plan and communicate non-scheduled deliveries to customers.

Vehicle Monitoring and Staff Management:

  • Monitor deliveries and communicate any deviations or incidents to customers.
  • Hold staff accountable for their performance using scorecards.
  • Resolve staff issues and queries promptly.
  • Ensure continuous training and development of staff.
  • Manage payroll processing in line with company procedures.
  • Lead the food safety team and communicate changes and improvements.
  • Be aware of food safety protocols in the distribution center.
  • Participate in the food safety team and drive improvements.
  • Oversee internal and external audits and ensure smooth audit processes.
  • Familiarize yourself with FSSC 22000 standards.

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