Summary
Date Posted: Wednesday, July 12 2023, Base Salary: Not Disclosed

JOB DETAILS:
The key purpose of this job is to drive a consistent Customer Service experience by ensuring superior in-trade execution of Deliveries while executing our competition strategy responsibly. Grow profitability by exploiting delivery mode opportunities

Key roles and responsibilities:
Enhance Customer Service:
•All Customer DSP’s (Distribution Service Packages) negotiated, agreed and communicated
•Master Data and inputs into Load Plan aligned to Customers DSP
•Continuous communication with Centralized Planning to ensure calibration of master data to meet customers changing needs
•Feedback on all customer comments, queries and suggestions within the respective service level agreement
•Gather and collate competitor information for developing the competitor strategy
•Service excellence process reviews conducted quarterly
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Load Plan Execution:
•Maintain good customer relations by delivering on promise consistently for OTIF
•Day to day management of customers related delivery queries or complaints
•Problem Solving - Root cause analysis (RCA) of queries and complaints conducted to prevent recurrence
•Ensure drivers adhere to offloading standards and maintain customer service levels
•Ensure Driver and Crew image is maintained in-trade
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Drive Productivity:
•Identify and engage errant customers with the view to reducing Missing, Broken and Foreign bottles (Bottle Loss Management)
•Conduct weekly Driver debriefing and key performance indicator reviews
•Carry out in-trade Driver standard verification (OWDS)
•Explore and quantify opportunities to convert Customers to less expensive delivery modes
•Existing delivery modes optimized
•Master Data verified for accuracy
•Digital Journey usage and management
•Route builder usage and management.
•Bottle Loss Management
•Driver Balance Management
Stakeholder Management:
•Maintain open communication channels with Centralized Planning
•Ensure integration with relevant internal stakeholders to leverage appropriate relationships
Support Social Systems:
•Create an environment that allows for cross functional learning and integration
•Regular team meetings conducted to understand performance, ensure
•achievement of short- and long-term objectives
•Support Administrators that work across functions
Customer Services Objectives Achieved:
•Customer service results analyzed and detailed plans developed to widen competitor gap
•Support development of the Business plan in line with relevant guidelines
•Support focus group activities to gather customer intelligence and make necessary changes to support superior customer service delivery
Financial Management:
•Develop and manage budgets and forecasts for resourcing
•Minimize overtime and temporary employee usage
•Control expenditure against budgets and forecasts
•Authorize expenditure and ensure adherence to the Procurement to Payment policy
•Continuously look for financial optimization opportunities, internal and external
•Weekly monitoring of general ledger accounts to ensure adherence to budget and forecasts
•Analyze monthly financial performance and implement corrective action plans.
Excellence Programmes:
•DPO implementation & Execution
Safety:
•Entrench Safety in the department
•Review Driver Telematics
•Review Safety incidents in Cr360
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People:
•Performance management
•Drive Engagement survey participation
•Drive SKAP performance and evolution

Education Requirement: No Requirements

Job Experience: No Requirements

Work Hours: 8

Experience in Months:

Level of Education:

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