Open Positions at Astron Energy (Pty) Ltd.

Job Description

• This is a field-based role that will provide Astron Energy visibility and oversight into the Branded Marketer clusters. The role will also provide on-the-ground support to the Branded Marketers and their retailers where agreed.
• Work with and advise BM Retailers and Territory Managers (Business Consultants) to achieve SHEQ, Brand Operational Excellence Compliance on site.
• Provide ESMs with any cluster insights and themes that require intervention or where opportunity exists.
• This is a 12 month contract.

Key Responsibilities include:

• Provide business advisory support to retailers and BC’s within a BM cluster.
• Work with the ESM and support teams to develop targeted aggressive growth initiatives for sites within the cluster and ensures consistent and disciplined execution of processes/procedures/programs/systems geared towards achieving business plan commitments.
• Provide guidance, training and coaching to the BM cluster team.
• Support all Retail strategic projects within the BM cluster e.g., rebranding, shop upgrades etc and assist in closing gaps.
• Provide assurance that Astron Energy fuels are delivered and sold at BM sites within the cluster
• Review wet-stock management and ensure compliance at BM sites and provide assurance that Astron Energy fuels are sold at BM sites within the cluster.
• Recommend improvement opportunities based on clear understanding of local trading and competitive landscape  in order to lift the overall cluster performance.
• Implement Stop-Work-Authority and report all non-compliant activities to be corrected.
• Provide assurance of site compliance to Astron Energy’s Brand, Visual and Operational standards and raise awareness on gaps for closure.
• Ensure that all actions are implemented and closed including after cluster visits and/or audits.
• Provide assurance and validation on projects status to help monitor delivery and planning.
• Accompany ESM during all BM cluster visits and ensure clear actions are captured, executed and closed on time .
• Validate that all promotional activities are current and promotional brand standards are met.
• Collaborate with the BM TM’s/BC’s to streamline visits where possible and align on activities.

Professional Qualification and Certifications:

• Sales and Marketing qualification

Work Experience:

• At least 5 years of field sales experience in the petroleum industry
• Proven track record of Retail Sales & Operations business turnaround preferably in the petroleum industry
• A valid driver’s license and availability to travel for periods of time
• Knowledge and experience of Fuel and Retail convenience business both fuel and non-fuel retailing as well as SHEQ requirements at retail sites
• Strong understanding of customer and market dynamics to drive sales growth

Knowledge and skills:

• Retail detail and site excellence knowledge
• Relationship management
• Good organizational management skills  
• Excellent verbal/written communication skills. 
• Good collaboration skills
• Track record of operational excellence delivery
• High level of commercial acumen and understanding of value drivers
• Excellent interpersonal and negotiation skills

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Job Description

• Manages individuals within a team e.g. call centre agents / consultants within the communication centre.
• Manage all Call Centre activities
• Track and document productivity and results
• Identify gaps and adjust processes appropriately
• Listen to calls and coach and train team
• Troubleshoot any technical issues on the Call Centre applications
• Research new technology for the Call Centre as well as Call Centre methodologies
• Supervise, guides and leads the Customer Services Consultants
• Coach, counsel and develop the team including implementation of Performance Management (PM) Scorecard and performance agreements
• Manage day-to-day operations, scheduling and service quality
• Handle complaint management, take escalated calls, and escalate calls as needed
• Promote employee satisfaction and group morale
• Implement individual and team reward and recognition programs
• Coordinate and facilitate individual and team communication
• Identify requirements for performance support to ensure that the agents have access to critical information and systems to facilitate the fast and accurate resolution of customers’ issues
• Evaluate various customers’ feedback for improvements to processes
• Participate in recruiting/hiring design and implementation
• Implement and manage quality assurance programs
• Active participant of the Service Center Leadership Team

Professional Qualification and Certifications:  

• Diploma in Sales and Marketing or Business administration or Business Management or equivalent is Essential
• Degree in Business management or sales and marketing or equivalent would be advantageous
• SAP knowledge and experience essential
• Advance knowledge and experience in Call Centre operations and Samwin IT technology

Work Experience:

• 3 to 5 years Call Centre exposure, with some of this in a senior or supervisory role

Knowledge and skills:

Leadership Skills:

• Decisiveness
• Integrity
• Relationship building and Team building
• Problem-solving
• Dependability
• Ability to teach and mentor
• Excellent organization, ability to deal with multi-tasking and work in a dynamic environment
• Time management skills
• Demonstrate customer relationship building and management skills
• Able to demonstrate a continuous improvement mind-set
• Strong customer service ethic and ability to understand, meet and champion customer’s needs, while adhering to Astron Energy’s policies and procedures.
• Excellent verbal and written communicating skills
• Computer skills – proficient with Microsoft word and Excel
• Experience with common Call Centre technology
• Understand the Call Centre architecture
• Familiar with all of the channels of communication within the Call Centre
• Ability to coach, train and motivate employees and evaluate their performance
• Proficiency with technology, especially software applications and phone systems
• Analytical, efficient and thorough

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Key Responsibilities (but not limited to):

• Uploading of sales orders to create a billing document for Aviation customers.
• Ensure that orders for Aviation uplifts are closed out and billed daily, liaising with the respective terminal coordinator.
• Conducting exposure reports and statement of accounts for Aviation customers, twice a week.
• Monitor invoice accuracy on pricing, due dates and payment terms to align with the customer’s agreements.
• Retrieving Invoices, Statements, Delivery documents (POD) and / or fuel tickets.
• Manage delivery status – take ownership of delivery / order status enquiries and troubleshooting.
• Administration - sending consolidated invoices to Aviation customers.
• Handling of customers disputes such as (pricing, duplicate billings, fuel disputes & incorrect vehicle registration / flight number).
• Ensures that remaining open orders and disputes are investigated and closed out by Workday 3, documented, and reported to the 1st level escalation.
• Maintaining of customer accounts on ST tool.
• Taking ownership of the customers enquiry even when resolution is not within your direct control and following until the issue is resolved.
• Maintaining customer UOM (unit of measures)
• Compiling aviation monthly reports.
• Ensure the IATA codes in SAP are maintained and regularly updated to ensure accurate account linkage and correct pricing in the billing system.
• Handling of general customer queries on HubSpot.
• Reviewing and amending Aviation processes annually.
• Collaborate, partner and build relationships with Sales, Finance, Logistics, Pricing and relevant divisions within the organization.
• Highlight any incorrect pricing to the pricing analyst as soon as identified to mitigate potential cancel, rebills and corrections.
• Communicate and provide price and supply notices upon customer request, ensuring invoice accuracy and resolving pricing related errors and disputes promptly.
• Support the Aviation Terminal Coordinator in identifying discrepancies in Jet A1 stock by ensuring that daily orders align with the final billing requirements and are processed accurately.
• Monthly reporting to Team Lead

Professional Qualification and Certifications:

• Diploma in sales and marketing or Business administration
• Advance knowledge and experience in customer service operations

Work Experience:

• 3 to 5 years Customer Service Experience.
• Ability to work with others and collaboration.
• Excellent computer skills to manage data for reporting.

Essential Skills

• Excellent communication, interpersonal and writing skills
• Strong customer service skills
• SAP Proficiency
• Ability to handle calls in a fast-paced environment
• Good problem solving and conflict resolution skills
• Ability to work well under pressure and meet deadlines
• Basic computer skills and familiarity with software applications (word, excel, outlook, MS PowerPoint)
• Attention to detail and accuracy
• Ability to maintain confidentiality and handle sensitive information

Desirable skills

• Experience with CRM software.
• Time management and organization skills.
• Ability to adapt to a changing processes and procedures.
• Continuous learning and professional development mindset.
• Ability to prioritize and drive tasks to closure efficiently.
• Build and maintain internal and external stakeholder relationships through professional interaction.
• Use logical reasoning when necessary to address issues and make informed decisions.
• On time Reporting skills.

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Customer Perspective

All Classes of Trade (Except CORO/CLRO):

• Draft/prepare all external documentation required to administer the existing retail property portfolio for all Classes of Trade (Except CORO/CLRO) as well as any new arrangements which are entered.
• Assist with the initiation of commercial due diligence of landlord partners.
• Accurately prepare agreements, other standard AE agreements, servitudes, guarantees, suretyships, acknowledgements of debt, cessions, addenda, waivers of preference, consents to cancel and exchanges of letters for signature by an authorized signatory.
• Follow up with relevant stakeholders to ensure receipt of signed documentation.
• Use of DocuSign for signing agreement to ensure no unauthorized changes made and all signatures complete and correct.
• File electronically and manually (where necessary).

Business Excellence

All Classes of Trade (Except CORO/CLRO) Tenure:

• Handles full administration role pertaining to preparation, updating and managing tenure listings for all Classes of Trade (Except CORO/CLRO) sites on an ongoing basis.
• Prepare and/or validate an accurate tenure listing containing relevant details on all legal agreements pertaining to in scope sites.
• Conduct file audits as required to establish AE tenure position with its retailers.
• Update the tenure listing whenever new agreements are entered into or existing agreements are changed.
• Notify the relevant stakeholders of any upcoming expiries monthly.
• Ensure the necessary approval is obtained in respect of any payments necessary to give effect to property transactions.
• Manage all conveyancing and related matters to agreed quality standards and within agreed service level timelines by instructing and managing outside attorneys and other service providers.

Financial Perspective

Administrative, Legal and Fiscal Support:

• Provide administrative and fiscal support to Territory Managers / Branded Marketer Managers, landowners, other internal departments in respect of over/under payments of discounts, rebates, rental account activities.
• Provide legal interpretation, contractual and procedural advice to Territory Managers / Branded Marketer Managers, Property Management Specialists, Asset Transaction Specialists, New Business Acquisition Specialists and Maintenance Department as requested/required.
• Handles full range of tasks (both paper based and SAP) related to one-time postings arising out of any account reconciliation and queries.
• Obtains Contracts Manager and business approval at each integral stage.
• Processes payment via SAP RERAPP and monitors to ensure successful completion of transaction.
• Is a go to point for all queries pertaining to implementation and understanding of all agreements and policies at retail service stations.
• Take receipt of handover documents from the field and action such documents by furnishing the legal department with necessary agreements and relevant information required to commence legal collection procedures.

Professional Qualification and Certifications:

• Law degree (preferred)
• Conveyancing

Work Experience:

• Paralegal experience (essential)
• Property Law and/or administration
• Conveyancing administration
• Legal administrative duties

Knowledge and skills:

• Legal drafting.
• Attention to detail.
• Superior Microsoft Word, and Excel skills.
• SAP “Power User” capabilities due to all rental, posting and billing responsibilities.
• Superior communication and professional presentation skills.
• Ability to communicate with all levels of business professionals including attorneys, landlords and their representatives, retail, property and other business units and external service providers.
• In view of the scope of the contracts and tasks handled, paralegal experience is a pre-requisite.