Customer Logistics Manager is required for a Food Manufactoring Industry based in Johannesburg North.The purpose of the job is to engage and manage customers, sales and supply chain associates to deliver outstanding customer service through a combination of operational excellence and customer centricity initiatives. Own the order to invoice process for the business unit and drive continuous improvement. Responsible for coaching and guiding a team of ~6 Customer Care Affiliates to deliver world-class service focused on urgent/ same-day/exports and over-border fulfilment-related issues.
DIMENSION:
• Key driver of internal customer service measure – (OTIF)
• Scheduling of Factory Platform activity working very closely with FLOW and Market Supply – 3 superlinks (Factory to Factory Platform replenishments, Market DC Replenishments, Distributor orders and managing market replenishments of finished goods and raw materials and packs to the Factory Platform
• Ensure stock quality and quality of loads out - stock control and compliance to the necessary health and safety standards within the warehouse, whilst respecting quality and food safety.
• Ensure appropriate corporate governance rules are followed and implementation of best-practice in Supply Chain
• Responsible for all incoming and outgoing loads to the Factory Platform – superlinks and containers
PRINCIPAL ACCOUNTABILITIES:
• Principal accountability for managing and tracking all customer service issues and escalating any service issues therein
• Supporting resolution and directly communicating with customers around urgent service exceptions or customer needs
• In order to support a continuous improvement of the customer experience in this realm, benchmarking and implementation of ‘best in class’ customer service practices will be expected
• Ensure all loads planned:- Imports/Exports and local replenishments are planned appropriately and all failures understood and root cause analysis performed.
• Lead, coach, mentor, develop and manage a team of ~6 Associates
• Directly responsible for the customer-facing daily funnel of urgent fulfilment-related issues, partnering with Logistics Partners to mitigate the impact of issues and communicate thoroughly to customers to deliver exceptional customer service
• Working closely with Finance, logistics service providers, monitor customer service on loads dispatched locally and exports maintaining accountability for relevant forecasts
NATURE AND SCOPE
Job Content:
• Apply MARS standards and all related working procedures
• Check confirmation of orders from Factory Platform and communicate any necessary changes (replenishments, Distributor orders and customer orders)
• Communicate schedule to all relevant parties – highlight and react appropriately to constraints with all internal and external customers
• Keep a schedule of all loads (update status of orders, update ETAs and ensure tracking to schedule and any deviations therein) keeping customers updated on orders
• Ensure all documentation for all orders comply with country-specific regulatory authorities
• Liaise with Forwarding agents for loads out ensuring exports timelines met, transporters for over-border orders loaded to timelines with correct documentation
• Ensure order fulfilment tracked and root cause analysis done with action plans
• Conduct periodic calls with country markets for business reviews, continuous improvement projects and customer service feedback
• Develop internal reporting for Function in line with customer service imperative
• Ensure debriefing of Affiliate deliveries, exports customer service, Distributor deliveries in line with internal governance and control procedures
• Develop cost tracker and incorporate into logistics cost tracker, highlighting and taking opportunities to improve service to customers
• Collaborate with Market DCs to improve truck, container utilisation and optimise logistics costs for all customers
• Active participant in Engagement agenda and developing direct reports
• Any tasks as delegated by Manager and the Business from time to time
Background Experience & Qualifications
• University qualification – Logistics preferred
• Relevant warehousing, freight forwarding and Transport Management System experience
• Minimum 5 years’ experience in warehousing, logistics and fleet management
• Advanced MS Office Computer literate (Word, Excel & PowerPoint)
• ERP and WMS experience
• INCO Terms knowledge
• Appreciation for Customer Service