Customer Facing Specialist

Customer Experience Team: Customer Facing Specialist:
Massmart

Location: Durban, La Lucia

Work Level: 1C

MAIN JOB PURPOSE:
The CF specialist is responsible for their customer group’s short-term replenishment cycle in their assigned categories. Collaboratively working with customer to improve on-shelf availability, service levels and DOH reduction via detailed knowledge of the customers systems. This role, dependent on supporting the accounts, will be required to support SRAs with Unilever SAP systems (who are only granted access to Massmart SAP).

JOB SUMMARY:

- The CF specialist duties will include providing a view of stock availability at the UL DC.
- They will provide insight on stock levels at DC
- Assist in driving On Shelf Availability through interactions with customer teams.
- Building close relationships with customer contacts in the DC
- Daily contact and relationship with customer supply chain and DC’S.
- Support NAM in short term planning meeting with customer buyer and supply chain.
- With the Customer Service Centre, seek to minimize impact on service of shortages and drive efficiencies.
- Report and analyze Key Performance Indicators, implementing continuous improvement activities around these.
- Support operational queries.
- Support AR team on resolution & RCA on claims.
- Reporting and improvement on customers fill rate. (Weekly and Monthly)
- Reporting and improvement on EOTT

TASKS:

- Drive strategic customer agenda through Unilever Customer Portal
- Communicate late deliveries to relevant DC& buyer teams with mitigation actions.
- Manage TAT of vehicles at customer and PODS are completed timeously.
- Follow up on OOS lines and feedback recovery dates to customer.
- Assisting with DC related issues i.e., queries, short deliveries, inventory held items, backdoor challenges - including if items are not scanning at receiving or Ti Hi not aligned, resolve with inventory and buyers to align master data, if PO is closed when vehicle arrives, get customer to place po for receiving purposes only.
- Keeping track on innovations, listings.
- Share slow moving lines with NAM teams.
- Arranging uplift with Supplier for product recall and stock with quality issues.
- Capture & follow up on SHEQ’s
- Monitor Efficiency Projects to ensure Utilization & bulk ordering are achieved monthly.
- Ensure Scorecards are sent out weekly.
- Follow up on EOTT orders with planners/ asst buyers. Assist buyer with order if EOTT not compliant and orders need to be replaced.
- NAM/UFS request on OM info, dates, reports for tallies.
- Weekly service reporting, including PSAT.
- Assist buyers to change status of products if discontinued, deprioritized, do not order etc.
- Attend OM meeting, prepare prior to meeting, sales tracking, provide commentary and carry out actions from minutes.
- Assist OMC with order dropping if orders do not confirm enough stock, align with customer/SRA on which orders to prioritize or push out if needed.
- Manage Creeds teams on delays and normal operations.
- Stock on hand report sharing with internal and UFS team.
- Maintain master data list with customer codes once listing is complete, also to update PSAT.
- Assist OMC in escalation of PVR’s for quicker resolution.
- Assist OMC in escalation on allocation approvals from iOPS if not given timeously.
- Run sales report for NAM team daily.
- Assist with claims resolution especially for Massmart required to work close with AR team and the DC.
- Cycle reports: check master data is aligned on new innovations, case configurations, barcodes etc.
- Update of EOTT calculator with innovations or change in config of products.
- SLA meetings with receiving teams. Feedback on time, order file and turnaround times etc.
- Attend to ad-hoc queries from customer and Unilever.
- Support team as a backup if required.
- Support the team with UL SAP.

Qualification:

- Degree in Supply Chain / Logistics. Alternatively, an NQF level equivalent qualification
- Experience in SC, Customer Service
- Experience in the Call Centre will be beneficial.