CLS Administration and Customer Services Team Leader - Port Elizabeth Verfied

Salary Negotiable Port Elizabeth, Eastern Cape Port Elizabeth, Eastern Cape more than 14 days ago 26-05-2016 9:03:03 AM
31-05-2016 6:28:30 AM
Key Accountabilities:
Overall Objective: Manage the switchboard and incoming calls to the branch. Ensure all administrative duties within the branch are well executed and good document pracites are adhered to. Supervise all other admin staff, and coodinate the branches compliance requiremenmts. Ensure accurate capture of all ordrrs and all processes are performed exactly as stipulated in aproved procediures. Manage outstanding order numbers, pod's and accurate pricing and discounting pracitces. Perform various reporting on financial and operations performances.


Due to the nature of the business it is sometimes necessary to assist with tasks outside of the activities mentioned above. Each member of the CSD is therefore, expected to assist wherever possible with whatever task is required of him of her. The interaction and support within the team remains critical to the team success and no task is deemed to be outside of an employee’s job description.

Responsibilities:
1. Management & Development of Direct reports:

Objective: Provide each direct report with management, mentorship, training and development based on his or her respective needs. Enhance their ability to reach and exceed their functional expectations, so that the business objectives are met. Ensure effective succession planning is in place for roles in the branch

Standard Expectations:
Individual
• Conduct Performance & Development process and create development plans according to company guidelines. for of all DepuySynthes CSD and Global Surgery staff, per J&J Goals and Objectives process as directed by HR.
• Continuously provide sufficient follow up and coaching according to personal development plan.
• Provide succession planning for all key positions.
• Assist staff and back up with all functions of the administration department when staff is on leave, off sick, or when work load requires additional input
• Maintain a disciplined, accountable and harmonious work environment
• Ensure that all roles in the branch have a succession plan
• Engage in transparent and constructive conversations, contributing to high-performance teams


Team
• Facilitate team meetings to align strategy, knowledge and key actions.
• Build a strong team with common understanding and respect of each other’s different personalities and resources.
• Be a role model according to J&J Credo values.
• Conduct meaningful discussions for of all direct reports, per J&J Goals and Objectives process as directed by HR.
• Maintain a disciplined, accountable and harmonious work environment
• Ensure that all subordinate staff undertakes the necessary training according to the department training matrix of work instructions and ensure staff execute all process 100% according to the porocedures

2. Supervision of the daily operations of Switchboard, Order Taking, pricing and discounts practices and administration processes in the branch:

Objective: Ensure efficient execution, accurate record keeping of all documentation per Good Doccoment Pracitces and timely filing of records per written procedures as well as switchboard perfomance within the Branch

Job Purpose:

• Holding the responsibility of office administration, answering telephone calls and logistic co-ordination.
• Looking after the front desk from time to time, that would include taking care of the switchboard.
• Taking down orders from customers and keep within company policy and procedures in keeping records of orders received.
• Faxing orders to Johannesburg as soon as orders was received to assure on time delivery to customers of stock and invoices.
• Managing that all stock received from head office against delivery note or invoice is checked before the orders are delivered to customers.
• Assist Customers with any queries, that is: copy invoices, pro-forma invoices and quotes. (The responsibility of the content of the quotes is the Sales Field Staff). Quotes must besigned by the individual sales field staff to that customer.
• Liaison, understanding advising and expediting with Global Orthopedic/Medical / reps and sales managers as to their requirements for bookings received and consignment support.
• Aaccurately price and discount orders per written procedures
• Systematically follow up with customers regarding outstanding order numbers
• Liaison with Global Orthopedic/Global Surgery/ reps and sales managers as to their requirements for service and consignment support.
• Maintain all consignment records, by making sure that records are kept up to date and that the excel consignment document is kept up to date, and that the branch at all times have a copy of the consignment contract and that the original is send to headoffce.
• Metrics. Ensure critical processes are measured, analysis and improved on a continual basis, within the administrative functions.
• Assist with meeting all SOX requirements and deadlines.
• Assist with reservations and replenishments
• Oversee all credits, and maintain standards in avoiding credits.
• Maintain a disciplined, accountable and harmonious work environment
• Assist with planning routes for drivers to deliver all stock and invoices to customers promptly.
• Be part of the call roster as drawn up by the CSL Manager.
• Assist the branch with preparing for stock take and assisting the branch with stock take.
• Responsible for taking on additional responsibilities in the absence of logistic staff.
• Responsible for all external and internal orders needed for the office.
• Be able to work overtime should it be required.
• Assisting with keeping a template file with all internal documents for: Leave forms, overtime forms.
• In the absence of the CLS Manager making sure that all internal month end documents relevant to payroll is send up to head office/HR in time for cut off.
• Assisting with training all new administrative staff on policies and procedures.
• Assisting with training all staff on SAP and AS400.
• Assisting of computer to ensure that all billing for operations are done daily, weekly and monthly reports run to monitor for open orders and back orders.
• Management of staff to ensure that all job functions are carried out and all procedures followed.
• Assisting the CLS Manager with EDR’s for administrative staff.
• Management and follow up of all outstanding POD’s as per register
• Assist staff and back up with all functions of the CSD when staff is on leave, off sick, or when work load requires additional input
• Weekly meetings with administrative staff followed with feedback to the CLS Manager.
• Assist and oversee the preparation of the overnight bag.
• Assist and oversee the receiving of the overnight bag.
• Retrieve emails daily.
• Assist CLS Manager with preparations for meetings and conferences.
• Assist and oversee that all statictic reports are prepared and send to head office.
• Assist with the co-ordingation of Safefleet.
• Assist with the WI for all staff.
• Ensure that the staff you are responsible lives up to the credo at all times.


Key Measures:
• Excellent customer satisfaction
• 100% accuracy with regards to orders and invoices
• Credit notes to be processed within 24 hours and faxed to Hospitals
• Respond to customer queries and complaints within 48hours


Key Skills:
• Self-starter with the ability to take charge of situations
• Effective communication and conflict management skills
• Attention to detail
• Speed and accuracy
• Team player
• Be able to work under pressure


People Effectiveness:
• Harmonious working environment
• Strong customer focus

Key Relationships:

Internal:

• Stock Controllers
• Loan Set Supervisor
• Loan Set Clerks
• Operation Manager
• Logistics Department
• Finance Department
• Ortho Aassist
• Tenders and Pricing

External:

• Hospitals
• Doctors
• Hospital Personnel


Minimum Requirements: Qualifications, skills, attributes
4 years administrative experience
Matric
Good communicator
Well organised
Computer literate
JDE / SAP
Microsoft, Excel, Word and Outlook