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Immediate Superior: Team Leader - Primary Deliveries 
Location: Cape Town
Function: Customer Services
Sub Function: CICSales & Service
Type of Contract: Permanent
Reference Number: 114417 
Closing Date: 12/07/2024

 

The purpose of this position is to ensure excellent customer service by means of On Time and in Full (OTIF) delivery to all Direct Delivery sales orders from a production plant.   Plan and co-ordinate the activities of the direct delivery customer service and enhance customer relationship.

 

KEY REQUIREMENTS Communicate the Direct delivery policies and procedures to customers. Ensure accurate and timeous capturing of customer orders accordingly to the Direct Delivery Policy. Ensure accurate daily planning; contact all customers due for delivery; facilitate follow-up sales calls. Engage with customers in case of short supply and propose alternative product or supply plant. Ensure EDI orders are corrected accurately and timeously. Plan necessary bookings; insert information of daily tracking Excel Sheet (Spar and Shoprite group and other when required) Ensure orders are released in full. Maximize truck utilization (tonnage or pallets) Engage with customers in case of short supply and propose alternative product or supply plant. Ensure all customer orders are delivered on time as agreed with the customer. Run various reports on SAP – Open orders (ZSD01) & exception reports (ZSD196)  Ensure empty collections are arranged as per the customer’s needs. Ensure cut off times for delivery creation for load and empties are met (13h00 daily). Provide customers with regular feedback on status of orders. (Delays, short loaded, not loaded, source stock from alternative plants etc.) Ensure customer complaints are resolved timeously and that these are captured and actioned in Sales Force. Ensure transport delays are confirmed and updated with the customers – request new bookings if needed. Ensure customer needs are understood and addressed. Follow up on re-routing of customer truck due to delays, overstocked at customer or incorrect product sent. Plan corrective action and advise rep, loading site and customer. Ensure Botswana and Lesotho orders are captured, stocks are sourced and booking procedures are followed.  Run various reports on SAP – Open orders (ZSD01) & exception reports (ZSD196)  Attend Daily Tactical planning meeting, team meeting and training when necessary.   Perform sales activities (order taking, customer inquiry management, product and promotion awareness, and customer relationship management) to consistently meet or exceed weekly and monthly sales goals. Take responsibility for own development and contribute to team effectiveness. Develop effective manager and peer working relations. Take responsibility of own performance goals and personal growth Managing your career (EPMS Scorecard, IDP and Career Plan in place) Drive own development to ensure knowledge and skills remain current. Assist with the up skilling of the team where gaps have been identified.

 

EDUCATION AND EXPERIENCE Relevant tertiary qualification (Minimum diploma) A minimum of 2 years’ experience in a similar position. FMCG experience highly beneficial   Experience in a service and/or sales-oriented call/contact centre is a necessity. A good understanding of Logistics and or Supply chain Be able to handle customer portfolios and management thereof. SAP System experience essential including Sales Force. Advance Excel skills Excellent Communication both verbal and written. Attention to detail and analytical skills. Deadline driven. Customer focused. Good Time Management and prioritization ability

 

The Company’s approved Employment Equity Plan and Targets will be considered as part of the recruitment process. As an Equal Opportunities employer, we actively encourage and welcome people with various disabilities to apply. Heineken Beverages (South Africa) (Pty) Ltd) is committed to an organisational culture that recognises, appreciates and values inclusion and diversity. You must be fully eligible to live and work in South Africa to apply.