JOB TITLE
CUSTOMER SERVICE CO-ORDINATOR

DEPARTMENT
LOGISTICS AND ADMINISTRATION

REPORTS TO
TRANSPORT AND LOGISTICS MANAGER

QUALIFICATIONS
Matric
MS Office Certificate pref


COMPUTER PACKAGES
Microsoft packages
BAAN or equivalent ERP experience
Computer literate

OVERALL RESPONSIBILITY OF
THE POSITION
To ensure that customer service levels are improved by means of proactively monitoring all logistics functions and ensuring compliance to procedures.

KEY ROLES AND RESPONSIBILITIES OF THE POSITION
Customer Service
• Develop methods to improve logistics customer service at Ekangala and Olifantsfontein.
• Monitor all outstanding customer orders and ensure that delivery promises are recorded and honoured.
• Monitor all replenishment orders and ensure that ordered stock is packed and delivered within one week.
• Monitor individual haulage contractor’s delivery performance. Highlight to them lapses in performance and report failures to both the Ekangala Operations Manager and the Logistics Manager.
• Providing internal and external customers with real time status of deliveries
• Receive & record all customer complaints in register
• Direct complaints to respective personnel to handle complaint

Logistics Optimization:
• Ensure that all delivery performance obligations by and to the haulage contractors are met.
• Coordinate all activities of the new transport service which will clear all orders that are uneconomical for the contractors to deliver. Ensure optimum use of the service.
• Optimise combined loads from Ekangala and Olifantsfontein by communicating with despatch planners,
• Monitor the retrieval of PODs from the haulage contractors and that scanning of all sales order documents is handled correctly and efficiently.
• Provide training at Olifantsfontein for drivers and ensure that the Driver Instructions document is fully understood and accepted.
• Perform customer complaint investigations and random tests of delivery compliance to the Driver Instruction document, for both Olifantsfontein and Ekangala deliveries.
• Ensure that Returns to Stock (RTS) procedures are followed, checked, matched and approved for both Ekangala and Olifantsfontein.

Administration
• Ensure that all haulage contractors adhere to all legislative, ISO and EHS requirements.
• Develop Safety, Health, Environment and Quality (SHEQ) documentation requirements at Olifantsfontein under the guidance of the SHEQ Manager.
• Act as standby for Order Capturing, Despatch, Internal Sales, Ekonoroof Process and Sales Administration, primarily at Olifantsfontein but also for Ekangala, if so required.
• Provide general logistics and administration duties as required.

Other:
• Stock-take
• Internal audits
• Switchboard relief

BEHAVIOURAL COMPETENCIES
• Excellence in customer services
• Assertiveness and confidence in dealing with conflict
• Ability to work under pressure
• Highly efficient
• Planning and organizational ability
• Ability to work independently/ self driven
• Accuracy & attention to detail

KNOWLEDGE & EXPERIENCE
• 3- 5years customer service experience required
• Drivers Licence pref