Main Purpose

Provides all back office and logistic support to the business by leading supply, scheduling, pricing and Customer Service Centre activities. Ensures a smooth integration of activities with other business areas. Meets performance standards with regards to the quality of customer service provided. Ensures processes are executed following appropriate control standards and complying with all company policies. To lead, coach, motivate and develop a high performance team.

Key Responsibilities

Supervision.

Responsible for Customer Service Centre, Pricing & Fuel supply, Delivery scheduling. Ensures processes are executed following appropriate control standards and complying with all company policies.

Customer Service Center.

Manage Customer Service Centre: main contact point for customers, input customer master data, offers, orders, loading orders, BL, invoices by ensuring that support teams understand the end-to-end business process so as to be able to offer quality support to the business. In addition will communicate to and engage key business stakeholders across functions on a regular basis through formal and informal means.

Pricing & Supply.

Pricing & Supply: in coordination with sales defines pricing strategies to maximize margin and meet volume objectives. Analyzes price change patterns of competitors and continuously adapt to it based on current supply costs. Manages the relationship with Trading, Operations and Taxation teams to identify cost saving opportunities and ensure product availability. Maintains the price database and ensures effective supply of all products.

Delivery Scheduling.

Delivery scheduling: develops optimized delivery schedules ensuring lowest cost to serve and satisfactory service levels. Search for the proper balance between service quality and fleet efficiency.

Mass Balance monitoring.

Ensures process flow of the individual transactions within the Mass Balance report is smooth and timely. Serves as gatekeeper for other teams to highlight and identify issues that require immediate attention.

People development.

Ensures coordination within the team and an effective interface with the other departments. Ensures that all Business Support roles are properly staffed. Creates a positive environment that promotes and recognizes individual and team efforts. Develops the necessary skills and capabilities within the team to achieve the business goals and objectives.

Knowledge Skills and Abilities

• Strong computer and Navision skills required: MS Office Excel in particular, Navision order to Cash or Sales Administration module.
• Superior degree with experience on managing Sales administration department, logistics, dealing with customers.
• 5 years minimum of experience in distribution business, including supply chain exposure and retail operations.
• Oil Industry experience will be an advantage.
• Customer focused and service oriented.
• Strongly organized and structured.
• Innovative.
• Strong team player.
• Leadership skills.
• People Management skills.

Key Relationships

Finance
B2B
Operations
Business Support