Job Description

Customer Service Administrator



Supply Chain



Accountable for operation of own work area or as a member of a team, as well as for quality, standards and outputs within defined work routines and policies.



Job Purpose



To ensure maximum stakeholder and customer satisfaction is achieved by managing orders, lead times and delivery windows



Key Accountabilities and Outputs



Enhanced customer service



Master Data and inputs into Load plan aligned to Customers DSP (Distribution Service



Package



Continuous communication with SD Planning to ensure calibration of master data to meet



customers changing needs



Feedback on all customer comments, queries and suggestions provided to the responsible party with the intent to improve service levels



Accountable for new customer take-on process in-trade including customer induction



Order capture via customer calls (telesales) to support Telesales ambition and free up



Sales representative time for more value add activities Load plan execution



Maintain good customer relations by delivering on promise consistently



Day to day management of customers related delivery queries or complaints



Explore and quantify opportunities to convert Customers to less expensive delivery modes



Existing delivery modes optimised



Master Data verified for accuracy



Commitment to The Beverage Companys Food Safety policy and its objectives



Ability to understand and implement all food safety requirements



Adherence to and the enforcement of Food Safety Policies, SOPs and PRPs



Compliance with PPE requirements including jewellery policy



Compliance with personal hygiene requirements in accordance with the organisations code of practice



Active engagement in all training including competency testing



Regular practice of hand washing and sanitising



Prevention of cross-contamination of products no allergens allowed in the manufacturing facility



Responsible for raising any food safety risk to the relevant personnel such as the Team Leader or Food Safety personnel



Reporting of any illness or communicable disease before the commencement of shift



Compliance with all legal, regulatory and customer requirements



Enforce GMPs and conduct themselves in a manner conducive with food safety practices



Maintain high standards of housekeeping and hygiene of equipment, facilities and work environment



Informed and vigilant on food defense and food fraud risks



Promote, encourage and continuously grow the organisations food safety culture



Maintain zero compromise on product quality and safety



Collaborate with internal food safety team to realise the organisations goals of retaining GFSI certification and continuous improvement



Maintain open communication channels with Sales team and SD Planning



Support social systems



Support Administrators that work across functions



Qualifications and Experience



Bachelors Degree (3 years) / NQF level 7 (Essential)



Upto 2 years experience (Operational Execution) FMCG, Customer Service



MS Excel; MS Word; SAP; E Mail; MS PowerPoint



Key Qualities



Communication



Routine communication in connection with instructions, requests or normal work tasks



Problem Solving



Proactive identification of problems that are concrete and procedural, troubleshoot and apply solutions in line with guidelines provided or escalate more complex problems to superiors, providing information required to solve problems.



Relationships Maintained



Others outside of own work area but inside the organisation



Behavioural Competencies



Judgment and Decision Making



Able to gather information from a variety of sources.



Understands cause and effect relationships within data and interprets this to make competing, holistic decisions



Develops alternatives before making complex decisions



Looks for the most innovative, efficient and value adding solution when making a decision



Makes decisions in time and forecasts when decisions need to be made



Formulates a big picture understanding of the near-term impact of decisions (including the time and resources required to implement decision)



Evaluates the longer term business impact of decisions



Takes initiative when making decisions



Planning and Organising



Manages time effectively, ensuring effective completion of tasks under stressful deadlines.



Able to prioritise activities and resources, ensuring that results are achieved effectively.



Able to evaluate progress and make appropriate adjustments to initial plans, ensuring a successful outcome.



Verbal Communication



Able to communicate verbally in a logical manner.



Takes the intended audience into account when communicating verbal information.



Makes use of appropriate business language in verbal communication.



Includes all relevant information in verbal arguments.



Demonstrates proficiency of language in verbal communication.



Interprets complex information to expresses own viewpoint in verbal communication.



Concludes verbal arguments by making reference to relevant facts



Analytical Thinking



Able to take a complex task and breaking it down into manageable parts in a logical, detailed way.



Thinks of multiple explanations or alternatives to a problem



Able to identify the information needed to solve a problem effectively



Performs tasks accurately and thoroughly, making adjustments to ensure needs are met



Considers business priorities when making decisions or analysing the costs and benefits of various alternative solutions.



Continuous Improvement



Increases performance expectations when success has been achieved



Seeks out sources of information, including trade associations, best practice companies, customers, peers, subordinates, etc.



Finds ways to fast-adapt improvement ideas to work processes



Proactively seeks out resources, alliances, etc., needed to quickly introduce improvements