Key outputs and responsibilities:
Delivery Productivity Management

In trade coaching with errant offenders on MBFU, refusals and OODD
Ensuring that delivery modes share us adhered and continually look for opportunities to pursue cheaper modes.
Master Data verified for accuracy
Carry out in trade Owner Driver standard verification
Adherence to market visit plan with in trade presence at a minimum of x4 days a week ensuring adherence to SOPs and OWDs done to open the gap where necessary

Quality Management

Ensure Quality is clear in the Route Delivery Execution Process and people know and follow it.
Ensure all employees understand the customer complaint process. Process is in place, KPI is tracked and there are action plans to improve results. Consumer complaints GOPS are being tracked and implemented
Ensure that the driver base is trained and equipped to identify quality related issues and understands correct handling methodology to minimize issues

Capacity Occupation and Refusal Management

Establish SLA with 2DCP on Capacity Occupation daily optimization
Ensure that appropriate communication channel in place and action plans have been developed to track Refusals
Ensure return policies are in place and they cover all items and they are adhered to and updated.

Support Service Social Systems

Establish routines to with CXC to track performance
Create an environment that allows for cross functional learning and integration

Key attributes and competencies:

Knowledge of customer service principles
Demonstrates reliability
Good interpersonal skills / builds good relationships
Ability to work under pressure
Verbal ability and communication skills
Excellent self management and planning skills
Strong achievement orientation

Minimum Requirements:

Relevant 3 year tertiary degree/diploma, preferably in Supply Chain and or Logistics
2 years’ experience in a customer service role within an FMCG Supply Chain and or Logistics
Valid Code 08 Drivers License
Proficiency in Microsoft Office
SAP experience will be preferred