Key Outputs- Exercise judgement on escalation decisions.
- Build and maintain customer relationships
- Monitor and perform trend analysis within own team ensuring corrective action is taken on deviation of standards.
- Regularly run internal team meetings
- Utilise appropriate processes such as succession planning, PM & L&D to develop and grow team and self
- Schedule resources of own team and allocate tasks to match operational requirements
- Assist with periodical regional internal audits
- Prepare and submit periodical reports as and when required
- Follow up and address open sales and backorder orders promptly
- Take appropriate action on communication received from supplier with regards to orders placed
- Manage and monitor open quotations and encourage team to improve conversion ratio
- Supervise staff compliment to achieve outputs as per Balanced Scorecard Plan overtime and Standby duty schedules to ensure this complies with statutory requirements
- Ensure team complies to all standard operating procedures and processes in executing daily functions
- Achievement of KPI's/ SLA"s for own team
- Ensure customer expectations are met.
- Ensure resource capacity planning and load balancing between team members
- Building sustainable competence of all team members Performance management of team
Ensures a no-fault audit report for his area of responsibility.
- Ensure a safe and healthy work environment which conform to contamination control standards
- Ensure compliance to corporate governance standards and processes
- Accountable to report on team operational health and issues
- Ensure appropriate order options from supplier to ensure the shortest lead-time at the lowest cost (airfreight and emergency cost)
Qualification, Experience And Competencies- Grade 12
- Tertiary technical / marketing qualification will be an added advantage minimum required experience
- >3years direct customer service experience
- >2 years technical experience in a related work environment
- Working experience of MS office
- Exposure to warehouse environment
- Working experience of ERP / Warehouse system will be and added advantage minimum required Competencies analytical thinking
- Problem solving
- Judgement (includes decision making)
- Networking and liaison
- Verbal and written communication (Including listening)
- Drive, Energy and initiative (results-focus)
- Building Relationships
- Mechanical reasoning
- Business and financial aumen (Including commercial orientation)
- Applicable Product Knowledge
- Practical execution management (panning, organising & monitoring)
- Participative management (Empowering and Including)
- Developing people
- Decision making within delegated Levels of Authority according to BWE aprovals framework
- Advise on staffing of own team recommend best suitable candidates for replacement / appointment / movement
- Recommendation on functional execution solutions e.g. most suitable transport solutions
- Recommend alternative processes and best practices
