Key roles and responsibilities:

Delivery Productivity Management 

• In trade coaching with errant offenders on MBFU, refusals and OODD
• Ensuring that delivery modes share us adhered and continually look for opportunities to pursue cheaper modes
• Master Data verified for accuracy 
• Carry out in-trade Owner Driver standard verification
• Adherence to market visit plan with in 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 Capacity Occupation and Refusal Management
• Establish SLA with 2DCP on Capacity Occupation daily optimization
• Ensure that appropriate communication channel 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

Key attributes and competencies:

• 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

Minimum requirements:

• 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 Driver’s License