Customer Service Representative - JHB at Diageo

Role Responsibilities

Generic:

• Management of all ‘inbound’ customer activity workflow (Calls, emails, EDI etc)
• Accurate placing of customer orders
• Satisfactory resolution of customer queries
• Outbound service activity:  Sales, promotions/communications, relationship management
• Effective Management of customer Back orders
• Adherence to documents DTP and SOP’s
• Always operate in a fully compliant environment
• Drives Simplicity/innovation/efficiency to deliver against constant Improvement agenda (project management)

Under Collaboration agenda:  PnP, SPAR, SRC, Makro, Ultra

• Drive visibility of Supply Chain performance through daily/weekly/monthly reporting (including global SAMBC reporting – Customer delight team)
• Lead the collaboration roadmap – in order to deliver improvements in Customer Maturity matrix and Advantage Survey OTC elements   (Order processing, Order communication, Customer Service, Returns/refusal management etc)
• Lead the supply chain agenda in internal cross-functional forums (internal Tier meetings, performance reviews) to ensure one voice aligned message to the customer.
• Lead External customer collaboration as per agreed customer timetable, Ongoing performance evaluations and monitoring of key customer metrics, root cause analysis and action plan (External collaboration – performance assessments)
• Connects to the planning and sales performance teams to support growth whilst driving superior service and customer objectives (30/60/90 forward planning)
• Basic knowledge of export

KPI’s:

• CFR and OTIFNE
• SLOB (customer target)
• SIT/OOS at customer level.
• AOT, Touchless orders
• 100% Compliance
• Achieve sales targets, win share.
• Measured in top 5 by our customers.
• Contact hit rate achievement.
• Order hit rate – achievement.

Qualifications and Experience Required

• Post Matric qualification (diploma / 1st degree highly desirable)
• Min 3 years ‘call centre’ experience.
• Good Communicator (English)
• Good commercial acumen.
• High computer literacy (Excel, Power Point, Word, Outlook, SAP, CIC)
• Foundation customer collaboration capability and skill set