The Customer Services Co-ordinator will be responsible for the management of all customer sales demand, ensuring timeous & accurate order placement & execution. The incumbent should display effective collaboration of key internal & external stakeholders including customers & commercial, Logistics, Planning teams and should maintain a high level of customer satisfaction.

Key Responsibilities

Order ManagementCustomer orders validated & processed accurately in the relevant order management systems.Stock available to meet customer order fulfilment.Back-orders tracked & managed ensuring customer communication.Order released timeously with delivery ETA’s dates communicated.Order & delivery status tracked continuously with any delays communicated.Customer delivery documentation & invoices accurately processed in-full, signed POD.

Service Level ManagementCustomer relationships maintained through courteous and efficient servicing of customer requests.Customer visits conducted regularly with commercial teams.Maintains regular communication with assigned customer accounts and responds to customer service issues.Prepares and submits correspondence in response to customer requests.Customer SLAs agreed & complied with including NDD.Customers orders delivered in-full & on-time.3PL monthly meetings conducted to review adherence to SLA & contract KPI’s.

Demand ManagementCustomer sales database maintained & trends analysed.Inputs into demand planning cycle ensuring forecast accuracy targets are met.Inventory DFC tracked vs targets ensuring sales demand fulfilment are met for both peak & off-peak seasons.

KPI Management- Monthly KPI reporting with commentary & action plans.

DFC, OOS, CFR, OTIFCustomer complaints resolution3PL SLA & KPI Tracker

             

Key Competencies and Experience

Functional and Technical Competencies:

Customer Service ManagementPlanning SKU ManagementITAuditingCompany & Product KnowledgeOperational Policy & Procedures

Behavioural Competencies:

Effective Decision MakingPlanning and OrganisingTeamworkCommunicationTechnical ExpertisePresentation SkillsInfluencing & NegotiationBig Picture ThinkingInnovationChange ManagementAttention to detailTakes Initiative

Leadership Competencies:

Strategic VisionEntrepreneurshipResult OrientationLive the ValuesTeam ManagementPeople Development

Job Posting End Date:

Target Hire Date:

2025-04-01

Target End Date: