Key Roles and Responsibilities:

Delivery Productivity Management

• In-trade coaching with errant offenders on MBFU, refusals, and OODD
• Ensuring that delivery modes are adhered to and continually looking 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 4 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 that people know and follow it.
• Ensure all employees understand the customer complaint process. The 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 minimize issues

Capacity Occupation and Refusal Management

• Establish SLA with 2DCP on capacity occupation daily optimization
• Ensure appropriate communication channels are in place and action plans have been developed to track refusals
• Ensure return policies are in place, cover all items, are adhered to, and are updated

Support Service Social Systems

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

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
• Proficiency in Microsoft Office
• SAP experience will be preferred