Customer Service Analyst at RCL FOODS

Overview

RCL FOODS is seeking a Customer Service Analyst to join our Vector Logistics Division. The role will be based in our Customer Service Centre in Thekwini and report to the National Customer Service Centre Manager. RCL FOODS is looking for an individual with strong customer service ethos and high analytical ability.

As the Customer Service Analyst, You will be responsible for reporting on, and providing insight into, all areas of loss and will hold various teams accountable for continual improvement through corrective action within the CSC.  You will also be required to provide leadership in projects centred around innovation and technical advancement in this area.

Minimum Requirements:

• 4 years’ experience in an FMCG (or similar) organisation including analytical and reporting responsibilities.
• Bcom / BSC degree in Logistics / Supply Chain / Accounting / Stats or similar with 3 years’ relevant experience
• Post graduate degree would be advantageous
• SAP experience (BW)
• MS Office (Word, Powerpoint and Excel Advanced)
• Experience in customer service is advantageous.
• Strong systems background would stand a candidate in good stead.
• Ability to draw insight from analysis, communicate effectively, and be able to influence peers and superiors.

Responsibilities

• Create analytical insights through data analysis and reporting.
• Drive system and process enhancements through new technology project implementation.
• Develop dashboards and tools to improve business processes around the Customer Service Center.
• Create visibility of area’s for efficiencies through data mining and problem solving.
• Scoping of the reporting requirements, and delivery of them at the agreed frequency.
• Providing insight into main loss areas and opportunities to improve customer service and subsequently revenue.
• The incumbent will be accountable for driving continual improvement in the way in which the reports are generated, and insight shared, in order to derive maximum value.
• This role will need to work closely with various department heads to ensure continued relevance of the scoped reports.
• This incumbent will be the project lead for all projects related to innovation and advancement in the customer service metric, how it is measured and managed from both a Technology and a Process point of view.
• Ensuring that all current processes are documented and stored.
• Lean methodologies are applied, and process improvements suggested.
• End to End Test management to ensure successful delivery of Projects or enhancements.
• Compile and store project documentation (including business process flow charts, technical specifications, end user training material and project plans.