Customer Support Manager (PE)
Full time
at Digistics PTY LTD in
Port Elizabeth, South Africa
Job highlights
Posted on December 13, 2017- Professional background in
- Job level Managerial
Job details
Digistics is a leader in the 3rd party logistics industry, servicing world class clients such as Mc Donalds, KFC, Hungry Lion, King Pie, Subway, Pizza Hut and Corner Bakery.
The Customer Support Manager is responsible for customer service in the region, including daily delivery route planning and
monitoring.
Requirements:
- 5-10 years' experience in customer support
- 3-5 years' experience in management or team management role
- Experience in logistics, distribution or warehousing would be advantageous
Responsibilities:
Customer service levels:
- Achieve customer contractual services levels
Order fulfillment
- Prepares plans to service the market for out of stock or low stock items
- Co-ordinates and ensures execution of plans to service the market for out of stock or low stock items
- Ensures order related queries are resolved
Promotional and test product
- Ensures new, promotional and test product launch plans are monitored and communicates plan deviations to the DC and Supply Chain Manager
Customer complaints and problem resolution
- Ensures customer complaints are resolved and communicated timeously to the customer
- Monitors trends in complaints and implement plans to address and suggests improvements to reduce complaints
Raw product complaints (RPC)
- Ensures strict compliance with RPC process
Recalls
- Coordinates recall communication to restaurants
- Monitors timing of recall communication to the market
Customer relationships
- Meets with customers to better understand their issues
- Documents and communicates restaurant issues to relevant personnel
- Provides feedback to customer on new initiatives and developments Builds and maintains sound relationships with the market
Customer contact information
- Ensures market contact information is always up-to-date
New stores
- Keeps all departments up-to-date on pending new store openings
- Trains new store personnel on company processes
Daily route planning
- Ensures the daily delivery plan is optimally prepared for each DC and that revisions to the master schedule are communicated to the customer at least 12 hours before delivery
- Ensures non-scheduled deliveries are properly planned and communicated to the customer
Daily vehicle monitoring
- Ensures deliveries are monitored and that deviations from the plan or incidents that will impact the customer are timeously communicated to the customer
People management
- All staff have scorecards
- Staff are held to account
- Compliant with all HR procedures
- Resolve staff issues and queries promptly
- Ensure continuous training and development of staff
- Prepare, sign off and submit the Customer Support Department payroll inline with the company's payroll procedure
Master Delivery Schedule
- Expected to assist in the preparation of this
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