Customer Service Manager

Purpose of the Position: The Customer Service Manager is responsible for customer service in the region, including daily delivery route planning and monitoring.

Key Functional Responsibilities:

• Achieve customer contractual service levels.
• No restaurant below the minimum service level over 12 months.
• Prepares plans to service the market for out-of-stock or low-stock items.
• Co-ordinates and ensures execution of plans to service the market for out-of-stock or low-stock items.
• Ensures order-related queries are resolved.

Promotional and Test Product:

• Ensures new, promotional, and test product launch plans are monitored and communicates plan deviations to the Distribution Center and Supply Chain Management.

Customer Complaints and Problem Resolution:

• Ensures customer complaints are resolved and communicated timeously to the customer.
• Monitors trends in complaints and implements plans to address and suggest improvements to reduce complaints.

Raw Product Complaints (RPC):

• Ensures strict compliance with the RPC process.

Recalls:

• Coordinates recall communication to restaurants.
• Monitors timing of recall communication to the market.

Customer Relationships:

• Meets with customers to better understand their issues.
• Documents and communicates restaurant issues to relevant personnel.
• Provides feedback to customers on new initiatives and developments. Builds and maintains sound relationships with the market.

Customer Contact Information:

• Ensures market contact information is always up to date.

New Stores:

• Keeps all departments up to date on pending new store openings.
• Trains new store personnel on Company processes.

Daily Route Planning:

• Ensures the daily delivery plan is optimally prepared for each DC and that revisions to the master schedule are communicated to the customer at least 12 hours before delivery.
• Ensures non-scheduled deliveries are properly planned and communicated to the customer.

Daily Vehicle Monitoring:

• Ensures deliveries are monitored and that deviations from the plan or incidents that will impact the customer are timeously communicated to the customer.
• All staff have scorecards. Staff are held to account. Compliant with all HR procedures.
• Resolve staff issues and queries promptly.
• Ensure continuous training and development of staff. Prepare, sign off, and submit the Customer Support Department payroll in line with the company’s payroll procedure.
• To lead the food safety Team and update them on all relevant changes and or improvements.
• To be conscious about food safety and quality protocols in the distribution center.
• To be part of the Food Safety Team and custodian of improvements.
• To be accountable for all internal and external audits and ensure smooth running of the audit procedure.
• To be knowledgeable on the FSSC 22000.

Master Delivery Schedule:

• Expected to assist in the preparation of this.

Work Experience Required:

• 2 Years proven Supply Chain experience within FMCG or QRS environment.
• 1 Year’s minimum proven International Supply Chain experience.
• 1 Year SADC export and general export experience.

Qualification Required:

• Grade 12.
• Tertiary qualification in business and or supply chain management, marketing, or another related field.

Computer Literacy Required:

• MS Office (Excel, Word, Outlook).
• MS Great Plains.

A strong sales background will be advantageous.