Administrative Specialist, FMS Customer Service

4 weeks ago

Kempton Park, South Africa DSV Full time

Time Type:

Full Time

Minimum Requirements

Grade 12

• 1-year Logistics or other relevant qualification + min 1 years’ experience OR.

• 6months -1 year relevant experience in Logistics (local and/or exports) industry with experience in job-related requirements.

• Knowledge of WMS systems

• Proficient in Word/Excel/PowerPoint for data management, reporting and SOP’s

• Proficient in Data capturing

Job Related Requirements

• Excellent reporting skills (compulsory) • Work well within the team (compulsory) • Good documentation skills. • Financial acumen • A track record of following through on commitments. • Excellent planning, organizational, and time management skills • 6month -2 years relevant experience in supply chain industry • 6months -2 years’ experience in planning, scheduling & balancing of workload • 3-6 months’ experience in a warehouse / supply chain environment • 3-6 months experience in dealing with all levels of functions from clients and employees alike the Warehousing or Solutions environment. • Extensive knowledge of Inbound, Outbound and Return processes and workflows (Imports / exports and/or local) • Sound and proven skills in data analysing, Reporting, Planning, Organising, Directing, Controlling & Monitoring. • Must be able to meet and manage customer expectations and ensure compliance to Policies, Regulations, Work Instructions and Workloads. • Good interpersonal skills for client account management. • Must be able to build and maintain strong relationships with customers • Must have the ability to handle conflict on a tactical and operational level • Must be able to communicate effectively, efficiently and timeously to relevant stakeholder queries • Punctuality and good time management skills are essential elements for this position • ERP / MRP / Planning & Scheduling systems exposure • A good understanding of MRP management principles • Good analytical skills, and ability to think logically • SOP understanding • Must be able to work under pressure • Assertive • Forward Thinking • Solution Orientated • Self-Motivated • Good with people • Taking responsibility and accountability • Attention to detail • Sense of urgency • Ensure on going performance measurement, systems and metrics are used and in line to service excellence and client centricity. • Maintain the four elements to customer value, which are: quality, service, cost and time • Cross-functional support within customer service department • Demonstrate skills necessary to communicate with others, solve problems, demonstrate patience and understanding

Added Advantages for this role

• Retail experience & understanding

• Exposure to strategic clients and communication channels

Cargowrite WMS Key User Training

Main purpose of the role

This role will be responsible to build and maintain strong business partnership with the internal and external stakeholders. Shared service within the FMS CS team. Order management, Query management, Reverse logistics and continuously looking for value adding opportunities to improve and develop current processes and deliverables as per the client service levels.

Duties and Responsibilities

• Client order consolidation and bookings with Client customer’s receiving DC’s within agreed SLA’s • Ensure on going performance measurement, systems and metrics are used and in line to service excellence and client centricity. • You are expected to familiarize yourself with all FMS CS SOP’s and Work Instructions and ensure work is conducted accordingly • Effective resolution to all requests regarding all customer orders in the system, which includes cancellation and feedback on current statuses. • Dealing with customers on email or telephonically from a contact centre • Responding to all customer enquiries or complaints within the prescribed time frame • Assist Logistics Co-ordinator in managing their day-today activities and operations • Maintain the four elements to customer value, which are: quality, service, cost and time • Resolving/actioning of queries including but not limited to client return queries • Processing and expediting of upliftments/ collections • Daily team meetings with internal stakeholders • Ensure client queries are attended as per customer expectation and necessary escalation and issue resolution is addressed internally. • Responding promptly and timeously to relevant stakeholder queries. • Communicating to all stakeholders through various channels and systems • Attend to backdoor escalations within SLA • Cross-functional support within customer service • Demonstrate skills necessary to communicate with others, solve problems, demonstrate patience and understanding • Mandatory assistance in other FMS CS responsibilities in the absence of other team members • Job Rotation: Rotation amongst team members in order to gain flexibility and personal growth.

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