Customer Relations Manager at Kellogg Company

Job description

Purpose of the role

Is responsible and accountable to establish, maintain and develop an efficient and transparent order management process within the parameters of KSA Standard Operating Procedures (S404) and aligned to corporate objectives. Must ensure a continuous and seamless integration of Customer, People and Systems both current and future state.

The Key Performance Areas will include but not limited to the following:

INTERNAL CUSTOMERS

• Regularly integrate with the Kellogg Supply Chain Manager/ Distribution Manager, Regional Managers/Sales Channel Managers, Demand Planners and Supply Chain Planner within a formal framework to discuss relative issues including logistical efficiencies, supply and demand vs. promotional activity, public holiday / Customer and KSA stock takes, planning, etc.
• Liaises with NKAMs, Regional Managers/Channel Managers regarding all Sales and Customer related issues.

EXTERNAL CUSTOMERS

• Establish and maintain a collaborative partnership with Customer Receiving Managers and 3rd Party Sales and Merchandising Field Management and 3PL Logistics Provider in order to keep communication channels open at all times so as to drive increased efficiencies.
• Deliver Volume, NSV and OP targets for EM South Africa
• Develop, align and execute the best marketing mix to grow EM profitably in SA (5 Ps). Lead EM shopper understanding, determine and deliver the best price pack architecture, drive the perfect store and lead the execution of all consumer comms and activations.
• Manage the relationship and co-promotions/value-optimization with key distribution partners
• Track performance, analyze results and lead continuous improvement within EM

ORDER FULFILMENT

The customer services manager is responsible for assisting in the achievement of the Sales budget through the provision of an efficient and effective order management process by:

• Maintain the company target for service level of 98% case fill consistently across all customers. Investigating any deviations and putting remedial actions in place to rectify the deviations. Communicate all action taken and feedback back results to relevant parties.
• Monitor the order process and proactively assist where necessary by providing expertise in all areas of order management including system knowledge.
• Resolve issues, provide advice and pro actively manage queries both internally and externally.
• Identify and lead initiatives and implement improvements in service level processes not only within the Customer Services team but also cross functionally. Ensuring strong relationships are built and maintained.
• Develop and manage customer services dept contingency plans in relation to all relevant areas of possible crisis e.g. system failure, quality issue, product recall, absenteeism, etc.
• Track the claims issues and report to the NKAM’s or Debtors
• Monitoring and Management of all inbound activity to Ensure Optimal Case Fill

REPORTING AND PERFORMANCE MONITORING

• Is responsible for the timely provision and analysis of information (statistical and the rational) used to manage the order process plus report on the actions taken to correct any concerns identified including; Daily sales reports, weekly summary reports on sales vs forecast and monthly consolidated reports.
• Ensure accurate update on the dashboard
• Responsible for ensuring that the Customer Service function has excellent relationships with the relevant departments to ensure that the annual objectives are achieved.
• Conduct regular meetings with NKAM’s to discuss upcoming objectives
• Monitoring, proactively informing the NKAM’s of issues around the pricing claims and assist in the resolution of said claims within the parameters of the S404 process
• Monitoring the NPD listings to assist in achieving distribution targets.
• Alerting NKAM’s and Field to NOD / NDD issues and assisting in resolving these issues
• Liaise with the Distribution Manager and LSP to keep abreast of over / under stocks in our DC and discuss saleable / unsaleable stock returns, Customer Receiving department issues, projects and challenges, wrong orders sent back, minimum case delivery issues to populate weekly / monthly feedback reports. Alert the Field and NKAMs as appropriate with the insights gained.

Minimum Requirements

• BCom Degree in Logistics or Equivalent.
• Minimum of 3-5 years’ experience in a warehouse and distribution environment. essential within an FMCG environment preferable.
• Strong customer relations skills.
• Strong leadership, impact and influencing skills.
• Strong communicator and relationship builder.
• In depth Understanding of SAP, Order Entry, Inventory Management and Purchasing Systems.
• Understanding and Management of EDI System.
• Understanding and Effective Management of Transactional Integrations between SAP and Integrated 3Pl System.