Integrated Customer Service Excellence (iCSE) Executive at RCL Foods

The RCL FOODS Talent Team is looking for a highly influential, self-driven Integrated Customer Service Executive with impressive leadership and problem-solving abilities to join the Vector Logistics division, based at our Head Offices in Durban.

The position reports into the Supply Chain and IT Director and will be responsible for driving the visibility on, and improvement of, the customer service experienced by our Customers and Principals from order placement to delivery through continued alignment of key business functions on main loss areas, and steps required to remedy. Ensure service is aligned to contractual obligations, and that the cost of service is within agreed parameters.

Minimum Requirements    

• Completed a Bachelor's Degree in Logistics / Supply Chain / Engineering or similar
• A Post Graduate Qualification will be advantageous 
• Over 10 years' experience in an FMCG organization with a particular focus on Planning and Distribution - of which, at least 3 years must have been at a Senior Management level
• External engagement (Customer or Supplier-facing) and S&OP is preferred 

Duties & Responsibilities    

• Leadership of the National Customer Service Centre located at the Control Tower at Thekwini; predominately centered around order acceptance and the management of queries and complaints.
• Leadership of the Demand Planning sub-function within Planning based at Westville; the team which generates statistical and consensus forecasts for principals and suppliers (both internal and external), manages the annual volume budgeting process and facilitates the S&OP process for Vector leadership monthly.
• Leadership of the Supply Planning and Network Planning sub-function within Planning based at Westville and Thekwini; the team which drives replenishment of stock in our network basis the agreed forecast, and manages risk and capacity utilization in our network. This team optimizes Demand Service Levels for customers and principals, and reports weekly and monthly on stock health, gaps in portfolios and opportunities to remedy. This team includes Inbound Execution Agents based at the Control Tower who will actively interface with the National Customer Service Centers and Transport Planning to tactically improve service.
• Leadership of the International Planning sub-function within Planning based at Westville; the team which plans, and co-ordinates import and export activities for customers and principals (both internal and external) from order placement to delivery and clearance.
• Leadership of the Reporting and Analytics sub-function within Planning based at Thekwini; which is the team responsible for reporting on end to end customer service (from order placement to delivery) and for the generation of insight into the major loss areas, and opportunities to remedy. This team will be accountable for scoping on the reporting requirements, and delivering on them at the agreed frequency. The other sub-functions, will be responsible for driving continual improvement in their respective areas.
• Leadership of the above teams encompasses People (succession, development and retention), Process and Technology improvement components.

Closing Date:18th, May 2022