Customer Service Executive at Armada Human Capital

Job Objectives

Manage and direct customer service and logistics to delight meet and where possible, exceed the sales, distribution support and service expectations of export customers for the primary distributors and Modern trade customers. Participate in the planning, development, and execution of strategies to drive best practices adoption and sustainable value creation in order management; forecasting and logistics service provision management.

Primary Responsibilities

Customer Service and Logistics

Manage orders

• Orders are received and accurately processed on the system according to instructions and available stock
• Orders are followed up with Key Account Sales Manager, Area Sales Managers and representatives as well as customers for timely dispatch.
• Orders are received and transferred to the NAV order sheet for ease of capture.
• Order shipments by customer is monitored according to SLA‘s with the customers and feedback given to Sales and Customers directly
• Freight is controlled and monitored with the contracted 3rd party logistics providers
• Order lead times followed up to mitigate any issues that may come up promptly.
• Act as Implant in contracted 3rd party logistics provider warehouse in order to ensure prioritisation, timely and orderly dispatch of orders.
• Making our “Customer’s agenda, our agenda” while ensuring compliance to the Company's standards
• Continuously reviewing customer activity, analyse data, and identify trends taking corrective action and modifying procedures where necessary
• Effective recognition of customer specific opportunities that enhance the Company's Supply Chain performance (e.g. order cycle optimization, improved case fill rate, on time delivery and Logistics Trade Terms compliance)
• Track and monitor Claims, Returns and Refusals
• Prudent filing of Invoices, POD’s and other relevant documents as requested.

Stakeholder Relations

Develop a collaborative relationship with Sales and marketing

• Sales kept informed of pending orders
• Customer relationships managed effectively

Sustained relationship with Logistics Providers

• Ensure orders are delivered on priority and identify any risks immediately for corrective action.
• Give feedback promptly on orders evolution and projections.

Customers

• Order status report and update
• Lead times update. Dispatch attainment with 98% target
• Orders capture accuracy, Prompt pro forma issuance as per SLA, and Accurate + prompt Invoicing -100% target compliance.
• Case fill rate report. Target is 98% Minimum.
• Structured reviews and updates. Current and future opportunities, challenges and resolutions - target weekly.
• Order turn around report per customer on a weekly and monthly basis. To ensure lead times are adhered to from time of receiving order and dispatch.

Educational Requirements & Work Experience

• Business Administration, Marketing or similar business degree. Ideally graduated from a recognized university.
• Bachelor’s Degree in Supply Chain/Procurement/Logistics or Business Management;
• Graduate Diploma (Chartered Institute of Purchasing and Supply - CIPS) or any other National Higher Diploma in Supply Chain or Logistics will be an added advantage;
• Excellent IT Skills with a background experience with an ERP system;
• Experience in customer service and distribution will be an added advantage;

KEY COMPETENCIES

• Strong communication and organizational skills;
• Strong business perspective understanding;
• Passion for working with customers, internally and externally;
• Shows a strong desire to develop trust and long term relationships;
• Strive for service improvements and be proactive and responsive to customer demands; and
• Strong analytical thinking.