Customer Service Manager - Exports at Roche

The Position

• Roche Diagnostics in Midrand is seeking a Customer Services Manager to manage the Export Customer Services team.
• The role will involve managing logistics operations and stakeholder relationships to support delivery of products to achieve business sales targets and objectives.

Key Challenges

Strategic and Compliance Management

• Contributing to the operations strategy for Roche Diagnostics by reviewing the business strategy and the Roche Global operations strategy and drafting inputs annually.
• Implementing the operations strategy by reviewing it, developing required implementation plans, delegating to actions to the team and managing the delivery against the strategy.
• Developing and implementing operations policies and procedures by reviewing existing policies, identifying policy gaps, drafting policies and managing the implementation of policies.
• Monitoring compliance with operations policies and procedures, identifying areas of non-compliance, addressing non-compliance and tracking improvements.
• Monitoring legislative and regulatory changes by reviewing the landscape, identifying changes, analysing and interpreting the impact of the changes, integrating the changes into the policies and procedures and communicating these changes as required.
• Participating in the audit (internal and external) process by responding to queries, preparing reports and addressing any issues as required

Logistics and Controls Management

• Reporting on performance by tracking department performance against targets, identifying progress and areas of concern and drafting reports.
• Managing the operational performance of the team by tracking performance against targets, identifying anomalies and implementing corrective action.
• Submission of finalised sales reports to finance monthly.
• Manage drop shipments delivery by overseeing schedules, addressing any areas of non-compliance, resolving escalated queries and implementing corrective action.
• Management of distributor compliance by reviewing all areas of non-conformance, identifying trends and repeat errors, addressing the issue with the distributors and developing solutions to resolve the issues as required.
• Management of reverse logistic activities and costs by tracking all reverse logistic activity costs, monitoring and reporting on total cost implications against target and implementing corrective action to address repeat issues.

Stakeholder Management

• Management of service level agreements with transporters and relationships with global and local suppliers by monitoring compliance with the agreement, addressing any areas on non-compliance, recommending implementation of penalties for suppliers and providing feedback to management as required.
• Managing the relationship with regulatory bodies and the Chamber of Commerce in South Africa and other regions by tracking changes within the various countries, meeting with the relevant stakeholders, tracking the implication and impact of the changes and providing feedback to all stakeholders.
• Providing support and data to internal stakeholders.
• Relationships management with customers and suppliers by participating in meetings, presenting options on improvements to the engagements, resolving queries in line with escalation and notification SOP’s and providing support as required.

Financial Management

• Develop the department budget by identifying activities and costs, preparing the budget and submitting it annually and as required and managing expenditure by tracking spend against budget allocations, approving expenditure, address any budget variances and provide feedback monthly and as required.

Staff Leadership and Management

• Management of the team, define staff requirements, resourcing the team by retaining, recruiting, selecting and appointing staff as required, inducting new staff members, monitoring and managing performance and managing staff development.

You, as an ideal candidate, will have the following skills, experience and education:

• Qualifications: National Diploma or Degree in Logistics Management, Supply Chain Management or a related diploma or degree (NQF 6/7)
• Experience: 5-7 years experience in a logistics environment, ideally in a similar industry. Customer management experience is key