Description

ROLE PURPOSE

• Effective and efficient planning and directing activities of customer service team to meet the needs of the customers and support company operations. This includes developing procedures and establishing effective working standards as well as other admin duties.

ACCOUNTABILITIES

• Supervise day-to-day operations in the customer service department – From identification of need to product delivery
• Respond to customer service issues in a timely manner.
• Create effective customer service procedures, policies, and standards.
• Develop customer satisfaction goals and coordinate with the team to meet them on a steady basis.

• Maintain accurate records and document all customer service activities and discussions.
• Hire and train new customer service employees.
• Checking the Monthly target with the Head of Sales.
• Lead the team for all customer service activities.
• Ensure delivery of purchase orders on time with the highest case fill rate.
• Communicate with the planning team to ensure the best inventory fill rate, which will reflect on the delivery of customers’ orders in all categories.
• Following Coordination of order dispatching and shipping with the logistics team.
• Managing the Cs team for invoices control for prices and delivery of invoices to customers.
• Ensure that all deliveries issues like missed, returns, Price difference & Price difference orders for all sales channels, are recorded in Iscala system and closed in finance records.
• Following sales orders on daily basis to make sure that the logistics team has enough target quantities for daily dispatching and shipping operations.
• Communicate and coordinate with the planner for the stock level and the way to deplete and consume stock related to each sales channel and customer.
• Lead and manage the coordination of CS team, with the Finance team to solve any problems related to the Customer balances.
• Following the CS team to support the finance team for closing every issue related to the customer’s sales or invoices.
• To ensure a safe working environment is maintained.

Qualifications

KNOWLEDGE SKILLS & EXPERIENCE:

Critical Knowledge

• Minimum Degree / CIPS Level 6 in Supply Chain Management
• Comprehensive knowledge of Supply Chain processes

Critical Skills

• Analytical
• Computer skills in Microsoft tools
• Good communication skills
• Good understanding of management practices and techniques
• Excellent leadership and interpersonal skills
• High SAP experience

Critical Experience

• Detailed experience in Supply Chain Management
• The capacity to be innovative, enthusiastic, motivated with a firm and proven focus on organizational objectives.
• Able to lead a diverse team
• Proven record or commitment to reach or exceed Supply Chain operational and safety goals.

Primary Location

ZMB-Lusaka-Lusaka

Job

P&S – Supply & Logistics