Customer Service Manager

Position:

Customer Service Manager

Description:

Our client, a global FMCG company in Umhlanga, is looking for a Customer Service Manager at their Head Office.

Must Have:
• University Degree or similar - ideally in Supply Chain Management, Business Administration or Industrial Engineering
• Min. 5 years’ work experience – ideally in FMCG, retail or supplier- facing
• Min. 10 years’ work experience (without tertiary qualifications)
• Profound understanding of Supply Chain and customer related processes and principles
• Experienced in leading others and driving a high performance culture

Responsibilities
Service Level
• Ensure execution and enhancement of operational customer service activities and all related processes, mainly order to cash management and the ownership of pricing claims, and returns claims (reverse logistics)
• Deliver customer service KPIs and PIs to support key Management Unit targets (around Net Sales and Service Level)
• Support the delivery of all supply chain related KPIs, including the direct cost of selling
• Facilitate supply chain dialogue between different supply chain functions (Planning, Logistics, and Quality) to maximize service level
• Develop customer service Performance indicators and dashboard to drive continuous focus on drivers of Service level

Direct cost of Selling
• Joint projects with Logistics to drive efficiencies through customer engagement
• Forefront of influencing customer to drive ordering efficiencies
• Drive projects with logistics service provider to drive efficiency throughout the supply chain
• Ownership and enhancement of the return’s claims process to drive down the number of claims

Stakeholder Management
• Drive supply chain collaboration with customers to
o Improve service level
o Generate efficiencies
• Improve claims process which lead to cost savings and drive sales growth
• Be the external face of supply chain –be the link between customers and internal supply chain function
• Support collaboration with other to drive efficiencies within the customer service space and supply chain function
• Integrate with Sales to engage in planning with customers

Strategy
• Develop and implement a local customer service strategy to drive order to cash process
• Develop strategy to maximize efficiencies with customers whilst also driving growth through order to cash management process and customer engagement
• Support strategic global projects pertaining to customer service to drive efficiencies and best practice
• Drive automation throughout customer service to ensure qualitative use of time

Customer Engagement/ Collaboration
• Establish and manage portfolio of customer related Supply Chain initiatives
• Support collaboration with other functions to deliver holistic service to customer (orders as well as reverse logistics), specifically with the Sales team
• Establish and maintain exchange with Customer Service Managers of other Management Units as well as the related regional and corporate functions to continuously drive customer best practice

People Management
• Lead a team of currently 10 employees
• Continuously improve the team's employee engagement
• Drive individual development and manage team’s individual career progression aspirations
• Up skill team, both technically and through softer skills, to support an ever changing business landscape
• Create talent pipeline to enable career progression for individuals as well as succession planning

Salary: R 50K – R 60K + Benefits

Contact:

Contact Person: Jessie Buxton

Tel: 031 303 6225

Email Address: jessie@schlemmer.co.za

Materials Scheduler

Position:

Materials Scheduler

Description:

Our client, a National Petro-Chemical manufacturer, is looking for an Materials Scheduler

Must Have:
• Diploma/Degree from a recognized institution for Production Planning, Purchasing or Supply Chain
• At least 2 -3 years’ experience in a raw material role or similar function dealing directly with customers
• Experience in expediting of additives essential
• Good comprehension of blending, filling, outbound logistics and planning functions
• Strong management and motivational skills
• Strong computer literacy skills and proficiency in Excel
• Attention to detail and accuracy
• Ability to work efficiently under pressure
• Excellent Customer focus drive
• Good teamwork skills
• Great stakeholder management skills

Responsibilities:
• Group and convert Purchase Requisitions by incorporating agreed ordering parameters for each supplier and know any related constraints (e.g. adhere to agreed lead times)
• Conduct weekly raw material requirements break back (MRP) against production plan
• Issue Purchase Orders according to replenishment plan as set out by the relevant Lubes planner
• Monitor and take action when Purchase Orders become overdue
• Ensures that availability information is accurately reflected in the system by maintaining relevant information in the Purchase Orders and visible to relevant stakeholders (e.g. Lubes planner and shareholder Materials planners)
• Manages order acknowledgements from suppliers to ensure any missing information is dealt with in a timely manner
• Maintains regular communication with Lubes planner and inbound warehousing to ensure mutual requirements are discussed and met
• Raises quality or delivery performance CAR’s to Materials Supply Planners
• Coordinates and executes the Vendor Returns process
• Understands their impact on Supplier OTIF by accurately and timely maintaining confirmed delivery dates in the Purchase Orders
• Provides input to the Lubes Planner for root cause analysis of failed Supplier OTIF and OTIF within own area of control
• Proactively monitors component usage variance of production orders and coordinates the update of relevant planning master data (e.g. scrap percentage, component requirement in the BOM)
• Understands the impact of accurate and timely purchase order issue and management on overall production performance (e.g. PSA)
• Purchase of raw materials within the scope of the Shareholders contracts
• Review and develop SLAs for suppliers
• For the purchase of finished goods for repacking purposes
• For the rationalization of packed additive products in consultation with Marketers. (GAPP changes)
• To ensure that only quality approved products are purchased, in accordance to Marketers quality standards, service level agreement (SLA) and to participate in Supplier audits
• For raw material requirements for Promotions and Launches
• For reviewing suppliers performance for conformance to the Health, Safety, Environmental and quality standards
• Hold supplier meetings to discuss performance and mitigating actions
• Owns setting of stocking strategy and relevant safety stocks for component / location combinations within own portfolio, enables and ensures execution of these strategies accordingly
• To ensure monthly consignment stock reconciliation

Salary: R 24K

Contact:

Contact Person: Tracy-Jayne Tomlinson

Tel: 031 303 6225

Email Address: tracy@schlemmer.co.za

Brand Group Planner

Position:

Brand Group Planner

Description:

Our client, a leading FMCG Multinational in Durban, is looking for an Brand Group Planner (Senior Planner).

Must Have:
• University or similar Bachelor’s degree – ideally in Supply Chain, Engineering Commerce, Statistics & Mathematics or Other Sciences
• Minimum of 3 years’ experience
• Must have FMCG Planning experience – Demand Planning or Supply Planning type experience at senior level
• Strong mathematical , analytical and statistical knowledge
• Solid understanding of inventory management practices and procedures
• High capability to multitask in a fast paced environment
• Excellent written/verbal and communication skills
• Ability to actively impact and convince others
• Computer literate i.e. proficient in Microsoft office (Advanced Excel, Power point, Word).
• Good knowledge of SAP Modules (R/3, APO-DP, APO-SNP, PLM. Working knowledge of MM and BI advantageous.
• Knowledge of import planning advantageous
• High level of engagement and “can do” attitude.

Responsibilities:
• The determination of what product is needed how much is needed and when its needed to support the future customer demands
• End-to end responsibility of category specific demand and supply planning
• Use of sales, marketing and analytical data to create and enrich the best possible estimate of future customer demand via the monthly Sales & Operations Planning process
• Ensure optimum inventory levels to meet projected customer demand at targeted customer service level at lowest possible costs to the business

Salary: R 35 000 – R 54 000 + Benefits + Bonuses

Contact:

Contact Person: Tracy-Jayne Tomlinson

Tel: 031 303 6225

Email Address: tracy@schlemmer.co.za

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