Customer Logistics Manager is required for a Food Manufacturing Industry based in Johannesburg North. The purpose of the job is to engage and manage customers, sales and supply chain associates to deliver outstanding customer service through a combination of operational excellence and customer centricity initiatives. Own the order to invoice process for the business unit and drive continuous improvement. Responsible for coaching and guiding a team of ~6 Customer Care Affiliates to deliver world-class service focused on urgent/ same-day/exports and over-border fulfilment-related issues.
DIMENSION:
Key driver of internal customer service measure – (OTIF)
Scheduling of Factory Platform activity working very closely with FLOW and Market Supply – 3 superlinks (Factory to Factory Platform replenishments, Market DC Replenishments, Distributor orders and managing market replenishments of finished goods and raw materials and packs to the Factory Platform
Ensure stock quality and quality of loads out – stock control and compliance to the necessary health and safety standards within the warehouse, whilst respecting quality and food safety.
Ensure appropriate corporate governance rules are followed and implementation of best-practice in Supply Chain
Responsible for all incoming and outgoing loads to the Factory Platform – superlinks and containers
PRINCIPAL ACCOUNTABILITIES:
Principal accountability for managing and tracking all customer service issues and escalating any service issues therein
Supporting resolution and directly communicating with customers around urgent service exceptions or customer needs
In order to support a continuous improvement of the customer experience in this realm, benchmarking and implementation of ‘best in class’ customer service practices will be expected
Ensure all loads planned:- Imports/Exports and local replenishments are planned appropriately and all failures understood and root cause analysis performed.
Lead, coach, mentor, develop and manage a team of ~6 Associates
Directly responsible for the customer-facing daily funnel of urgent fulfilment-related issues, partnering with Logistics Partners to mitigate the impact of issues and communicate thoroughly to customers to deliver exceptional customer service
Working closely with Finance, logistics service providers, monitor customer service on loads dispatched locally and exports maintaining accountability for relevant forecasts
NATURE AND SCOPE
Job Content:
Apply MARS standards and all related working procedures
Check confirmation of orders from Factory Platform and communicate any necessary changes (replenishments, Distributor orders and customer orders)
Communicate schedule to all relevant parties – highlight and react appropriately to constraints with all internal and external customers
Keep a schedule of all loads (update status of orders, update ETAs and ensure tracking to schedule and any deviations therein) keeping customers updated on orders
Ensure all documentation for all orders comply with country-specific regulatory authorities
Liaise with Forwarding agents for loads out ensuring exports timelines met, transporters for over-border orders loaded to timelines with correct documentation
Ensure order fulfilment tracked and root cause analysis done with action plans
Conduct periodic calls with country markets for business reviews, continuous improvement projects and customer service feedback
Develop internal reporting for Function in line with customer service imperative
Ensure debriefing of Affiliate deliveries, exports customer service, Distributor deliveries in line with internal governance and control procedures
Develop cost tracker and incorporate into logistics cost tracker, highlighting and taking opportunities to improve service to customers
Collaborate with Market DCs to improve truck, container utilisation and optimise logistics costs for all customers
Active participant in Engagement agenda and developing direct reports
Any tasks as delegated by Manager and the Business from time to time
Background Experience & Qualifications
University qualification – Logistics preferred
Relevant warehousing, freight forwarding and Transport Management System experience
Minimum 5 years’ experience in warehousing, logistics and fleet management
Advanced MS Office Computer literate (Word, Excel & PowerPoint)
ERP and WMS experience
INCO Terms knowledge
Appreciation for Customer Service
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Source: Jobs365
