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 Delivery productivity Explore and quantify opportunities to convert Customers to less expensive delivery modes Existing delivery modes optimised Master Data verified for accuracy Adherence to Food Safety Requirements Commitment to The Beverage Company's 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 Stakeholder engagement Maintain open communication channels with Sales team and SD Planning Support social systems Support Administrators that work across functions Additional Region-Specific Accountabilities and Outputs 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, ens
