The Key Purpose of this role is to drive a consistent Service Level by ensuring superior POC execution of the Delivery Process while executing our competition strategy responsibly. Grow profitability by exploiting delivery mode opportunities.
Key Roles and Responsibilities:
Lead Plan Execution
- Day to day management of customers related delivery queries or complaints
- Root cause analysis of queries and complaints conducted to prevent recurrence
- Ensure drivers adhere to offloading standards at POC and maintain customer service levels -Establish, document and communicate SOP for delivery staff to follow
- Ensure Driver and Crew image is maintained in-trade
- Incorporate Safety guidelines on all Delivery SOPs
- Implement morning meetings before deliveries and control driver working hours to be within regulatory guidelines
- Delivery Service Level
- All Customer DSP’s negotiated, agreed and communicated to customer base
- Continuous communication with Centralised Planning to ensure calibration of master data to meet customers changing needs
- Supervision of in trade deliveries as per SL market plan with clearly defines and measurable outcomes
- Continuous communication with Centralised Planning to ensure calibration of master data to meet customers changing needs
- The use of management tools to address the reoccurring issues experiences in trade with delivery service level (SICs, OWDs, 5Whys, AB report)
Delivery Productivity Management
- In trade coaching with errant offenders on MBFU, refusals and OODD
- Ensuring that delivery modes share us adhered and continually look for opportunities to pursue cheaper modes.
- Master Data verified for accuracy
- Carry out in-trade Owner Driver standard verification
- Adherence to market visit plan with in trade presence at a minimum of x4 days a week ensuring adherence to SOPs and OWDs done to open the gap where necessary
- Quality Management
- Ensure Quality is clear in the Route Delivery Execution Process and people know and follow it.
- Ensure all employees understand the customer complaint process. Process is in place, KPI is tracked and there are action plans to improve results. Consumer complaints GOPS are being tracked and implemented
- Ensure that the driver base is trained and equipped to identify quality related issues and understands correct handling methodology to minimise issues
- Capacity Occupation and Refusal Management
- Establish SLA with 2DCP on Capacity Occupation daily optimisation
- Ensure that appropriate communication channel in place and action plans have been developed to track Refusals
- Ensure return policies are in place and they cover all items and they are adhered to and updated.
- Support Service Social Systems
- Establish routines to with CXC to track performance
- Create an environment that allows for cross functional learning and integration
Key Attributes and Competencies:
- Knowledge of customer service principles
- Demonstrates reliability
- Good interpersonal skills / builds good relationships
- Ability to work under pressure
- Verbal ability and communication skills
- Excellent self-management and planning skills
- Strong achievement orientation
Minimum Requirements:
- Relevant 3-year tertiary degree/diploma, preferably in Supply Chain and or Logistics
- 2 years’ experience in a customer service role within an FMCG Supply Chain and or Logistics
- Valid Code 08 Driver’s License
- Proficiency in Microsoft Office
- SAP experience will be preferred
Validade: 20-06-2026
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