Job purpose

• The key purpose of this role to implement and uphold ABInBev safety standards, manage the Inventory and Warehousing function so that customer service levels can be optimized and that benchmarked productivity standards are met. Implement standard operating processes in line with DPO standards and Manage VLC, ZBB and FLC budgets in line with annual flexed targets.

Key roles and responsibilities
Load Plan Execution

• Ensure Day to day management of customers related delivery queries or complaints
• Root cause analysis of queries and complaints conducted to prevent recurrence
• Ensure drivers adhere to offloading standards at POC and maintain customer service levels
• Establish, document and communicate SOP for delivery staff to follow
• Ensure Driver and Crew image is maintained in-trade
• Incorporate Safety guidelines on all Delivery SOPs
• Implement morning meetings before deliveries and control driver working hours to be within regulatory guidelines

Delivery Service Level

• Ensure that all Customer DSP’s are negotiated, agreed and communicated to customer base
• Continuous communication with Centralised Planning to ensure calibration of master data to meet customers’ changing needs
• Supervision of in trade deliveries as per SL market plan with clearly defined and measurable outcomes
• Continuous communication with Centralised Planning to ensure calibration of master data to meet customers’ changing needs
• The use of management tools to address the reoccurring issues experiences in trade with delivery service level (SICs, OWDs, 5Whys, AB report)

Delivery Productivity Management

• In trade coaching with errant offenders on MBFU, refusals and OODD
• Ensuring that delivery modes are adhered to and continually look for opportunities to pursue cheaper modes
• Ensure Master Data is verified for accuracy
• Carry out in-trade Owner Driver standard verification
• Ensure adherence to market visit plan within trade presence at a minimum of x4 days a week ensuring adherence to SOPs and OWDs done to open the gap where necessary

Quality Management

• Ensure Quality is clear in the Route Delivery Execution Process and people know and follow it
• Ensure all employees understand the customer complaint process. Process is in place, KPI is tracked and there are action plans to improve results. Consumer complaints GOPS are being tracked and implemented
• Ensure that the driver base is trained and equipped to identify quality related issues and understands correct handling methodology to minimise issues
• Ensure Capacity Occupation and Refusal Management
• Establish SLA with 2DCP on Capacity Occupation daily optimisation
• Ensure that appropriate communication channel is in place and action plans have been developed to track Refusals
• Ensure return policies are in place and they cover all items and they are adhered to and updated

Support Service Social Systems

• Establish routines to with CXC to track performance
• Create an environment that allows for cross functional learning and integration

Employee Management

• Conduct monthly One on Ones in line with the target review process
• Analyse team Gaps and ensure that the Training Needs Analysis (TNA) document is maintained in line with ongoing operational requirements for staff development
• Provides timely and constructive feedback while effectively coaching for performance
• Ensure Distribution people KPI’s are tracked and monitored
• Develop people through knowledge sharing and insights
• Recruit diverse talent

Profile

• Relevant 3 year tertiary degree/diploma, preferably in Supply Chain and or Logistics
• 2 years’ experience in a customer service role within an FMCG Supply Chain and or Logistics
• Valid Code 08 Drivers License
• Proficiency in Microsoft Office
• SAP experience will be preferred
• Knowledge of customer service principles
• Demonstrates reliability
• Good interpersonal skills / builds good relationships
• Ability to work under pressure
• Verbal ability and communication skills
• Excellent self-management and planning skills
• Strong achievement orientation