Customer Service Supervisor Evonik Africa

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