PURPOSE:

To execute Supply Chain Management (SCM) Customer Interaction Centre (CIC) support activities in a manner that ensures excellent customer service delivery

Minimum Requirements    

QUALIFICATIONS:

• Diploma Supply Chain Management (Essential/Minimum or)
• National Diploma (Relevant) (Essential/Minimum)
• Certificate First Line Management (Recommended/Desirable)

EXPERIENCE: 

• 3 years Experience in a customer interaction environment. Knowledge/understanding of the SCM policies and processes. Understanding of Enterprise Resources Planning and/or Cloud based procurement solutions (e.g. SAP MM, Coupa). (Essential/Minimum)    Operational

REQUIREMENTS: 

• Psychometric Assessment (Essential/Minimum)
• Certificate of Fitness (Essential/Minimum)
• Competence: MS Office Relevant Package (Essential/Minimum)

Duties & Responsibilities    

Case Management    

• Execute CIC activities within agreed scope of service offerings in support of Exxaro’s SCM function.
• Provide suppliers functional support that relate to SCM procedures, processes, and systems
• Manage incoming queries via calls or tickets for resolution within agreed service level agreements.
• Ensure all logged calls or tickets are regularly updated and compliantly closed when resolution has been reached.
• Escalate queries when resolution cannot be self-resolved and thereto track progress, informing customers of updates and expected timelines.

Customer and Client Relationship Management    

•  Adhere to defined SLA’s and KPI’s as per service offering.
• Communicate and interact professionally and effectively with customers.
• Good professional written and interpersonal skills, with the ability to interpret technical information and thereto communicate effectively.
• Build and maintain relationships with all customers and stakeholders to achieve operational excellence.

Delivery Management    

• Assist and direct users in executing self-service options, and systems.
• Provide customer service in accordance with corporate governance rules and standards.
• Execute responsibilities according to defined guidelines and standards.

Effective People Management    

• Performance management: Adhere to performance management procedures
• Culture/functional climate: Uphold the culture and values within the function. Foster effective teamwork and unity