Customer Service Administrator

Accountable for operation of own work area or as a member of a team, as well as for quality, standards and outputs within defined work routines and policies.

Job Purpose

To ensure maximum stakeholder and customer satisfaction is achieved by managing orders, lead times and delivery windows

Key Accountabilities and Outputs

Enhanced customer service

Master Data and inputs into Load plan aligned to Customers DSP (Distribution Service

Package)

Continuous communication with SD Planning to ensure calibration of master data to meet

customers changing needs

Feedback on all customer comments, queries and suggestions provided to the responsible

party with the intent to improve service levels

Accountable for new customer take-on process in-trade including customer induction

Order capture via customer calls (telesales) to support Telesales ambition and free up

Sales representative time for more value add activities

Load plan execution

Maintain good customer relations by delivering on promise consistently

Day to day management of customers related delivery queries or complaints

Delivery productivity

Explore and quantify opportunities to convert Customers to less expensive delivery modes

Existing delivery modes optimised

Master Data verified for accuracy

Adherence to Food Safety Requirements

Commitment to The Beverage Companys Food Safety policy and its objectives

Ability to understand and implement all food safety requirements

Adherence to and the enforcement of Food Safety Policies, SOPs and PRPs

Compliance with PPE requirements including jewellery policy

Compliance with personal hygiene requirements in accordance with the organisations code of practice

Active engagement in all training including competency testing

Regular practice of hand washing and sanitising

Prevention of cross-contamination of products no allergens allowed in the manufacturing facility

Responsible for raising any food safety risk to the relevant personnel such as the Team Leader or Food Safety personnel

Reporting of any illness or communicable disease before the commencement of shift

Compliance with all legal, regulatory and customer requirements

Enforce GMPs and conduct themselves in a manner conducive with food safety practices

Maintain high standards of housekeeping and hygiene of equipment, facilities and work environment

Informed and vigilant on food defense and food fraud risks

Promote, encourage and continuously grow the organisations food safety culture

Maintain zero compromise on product quality and safety

Collaborate with internal food safety team to realise the organisations goals of retaining GFSI certification and continuous improvement

Stakeholder engagement

Maintain open communication channels with Sales team and SD Planning

Support social systems

Support Administrators that work across functions

Qualifications and Experience

Bachelors Degree (3 years) / NQF level 7 (Essential)

Upto 2 years experience (Operational Execution) FMCG, Customer Service

MS Excel; MS Word; SAP; E Mail; MS PowerPoint

Key Qualities

Communication

Routine communication in connection with instructions, requests or normal work tasks

Problem Solving

Proactive identification of problems that are concrete and procedural, troubleshoot and apply solutions in line with guidelines provided or escalate more complex problems to superiors, providing information required to solve problems.

Relationships Maintained

Others outside of own work area but inside the organisation

Formulates a big picture understanding of the near-term impact of decisions (including the time and resources required to implement decision)

Evaluates the longer term business impact of decisions

Takes initiative when making decisions

Planning and Organising

Manages time effectively, ensuring effective completion of tasks under stressful deadlines.

Able to prioritise activities and resources, ensuring that results are achieved effectively.

Able to evaluate progress and make appropriate adjustments to initial plans, ensuring a successful outcome.

Verbal Communication

Able to communicate verbally in a logical manner.

Takes the intended audience into account when communicating verbal information.

Makes use of appropriate business language in verbal communication.

Includes all relevant information in verbal arguments.

Demonstrates proficiency of language in verbal communication.

Interprets complex information to expresses own viewpoint in verbal communication.

Concludes verbal arguments by making reference to relevant facts

Analytical Thinking

Able to take a complex task and breaking it down into manageable parts in a logical, detailed way.

Thinks of multiple explanations or alternatives to a problem

Able to identify the information needed to solve a problem effectively

Performs tasks accurately and thoroughly, making adjustments to ensure needs are met

Considers business priorities when making decisions or analysing the costs and benefits of various alternative solutions.

Continuous Improvement

Increases performance expectations when success has been achieved

Seeks out sources of information, including trade associations, best practice companies, customers, peers, subordinates, etc.

Finds ways to fast-adapt improvement ideas to work processes

Proactively seeks out resources, alliances, etc., needed to quickly introduce improvements