Supply Chain

Accountable for operation of own work area or as a member of a team, as well as for quality, standards and outputs within defined work routines and policies.

Job Purpose

To ensure maximum stakeholder and customer satisfaction is achieved by managing orders, lead times and delivery windows

Key Accountabilities and Outputs

Enhanced customer service

• Master Data and inputs into Load plan aligned to Customers DSP (Distribution Service

• Package)

• Continuous communication with SD Planning to ensure calibration of master data to meet

• customers changing needs

• Feedback on all customer comments, queries and suggestions provided to the responsible

• party with the intent to improve service levels

• Accountable for new customer take-on process in-trade including customer induction

• Order capture via customer calls (telesales) to support Telesales ambition and free up

Sales representative time for more value add activities Load plan execution

• Maintain good customer relations by delivering on promise consistently

• Day to day management of customers related delivery queries or complaints

• Explore and quantify opportunities to convert Customers to less expensive delivery modes

• Existing delivery modes optimised

• Master Data verified for accuracy

• Commitment to The Beverage Company’s Food Safety policy and its objectives

• Ability to understand and implement all food safety requirements

• Adherence to and the enforcement of Food Safety Policies, SOPs and PRPs

• Compliance with PPE requirements including jewellery policy

• Compliance with personal hygiene requirements in accordance with the organisations code of practice

• Active engagement in all training including competency testing

• Regular practice of hand washing and sanitising

• Prevention of cross-contamination of products – no allergens allowed in the manufacturing facility

• Responsible for raising any food safety risk to the relevant personnel such as the Team Leader or Food Safety personnel

Customer Service Administrator

Behavioural Competencies

Judgment and Decision Making

• Able to gather information from a variety of sources.

• Understands cause and effect relationships within data and interprets this to make competing, holistic decisions

• Develops alternatives before making complex decisions

• Looks for the most innovative, efficient and value adding solution when making a decision

• Makes decisions in time and forecasts when decisions need to be made

• Formulates a “big picture” understanding of the near-term impact of decisions (including the time and resources required to implement decision)

• Evaluates the longer term business impact of decisions

• Takes initiative when making decisions

Planning and Organising

• Manages time effectively, ensuring effective completion of tasks under stressful deadlines.

• Able to prioritise activities and resources, ensuring that results are achieved effectively.

• Able to evaluate progress and make appropriate adjustments to initial plans, ensuring a successful outcome.

Verbal Communication

• Able to communicate verbally in a logical manner.

• Takes the intended audience into account when communicating verbal information.

• Makes use of appropriate business language in verbal communication.

• Includes all relevant information in verbal arguments.

• Demonstrates proficiency of language in verbal communication.

• Interprets complex information to expresses own viewpoint in verbal communication.

• Concludes verbal arguments by making reference to relevant facts

Analytical Thinking

• Able to take a complex task and breaking it down into manageable parts in a logical, detailed way.

• Thinks of multiple explanations or alternatives to a problem

• Able to identify the information needed to solve a problem effectively

• Performs tasks accurately and thoroughly, making adjustments to ensure needs are met

• Considers business priorities when making decisions or analysing the costs and benefits of various alternative solutions.

Continuous Improvement

• Increases performance expectations when success has been achieved

• Seeks out sources of information, including trade associations, “best practice” companies, customers, peers, subordinates, etc.

• Finds ways to fast-adapt improvement ideas to work processes

Proactively seeks out resources, alliances, etc., needed to quickly introduce improvements

• Reporting of any illness or communicable disease before the commencement of shift

• Compliance with all legal, regulatory and customer requirements

• Enforce GMPs and conduct themselves in a manner conducive with food safety practices

• Maintain high standards of housekeeping and hygiene of equipment, facilities and work environment

• Informed and vigilant on food defense and food fraud risks

• Promote, encourage and continuously grow the organisations food safety culture

• Maintain zero compromise on product quality and safety

• Collaborate with internal food safety team to realise the organisations goals of retaining GFSI certification and continuous improvement

• Maintain open communication channels with Sales team and SD Planning

• Support social systems

• Support Administrators that work across functions

Additional Region-Specific Accountabilities and Outputs

Qualifications and Experience

• Bachelors Degree (3 years) / NQF level 7 (Essential)

• Upto 2 years experience (Operational Execution) FMCG, Customer Service

• MS Excel; MS Word; SAP; E Mail; MS PowerPoint

Key Qualities

Communication

• Routine communication in connection with instructions, requests or normal work tasks

Problem Solving

• Proactive identification of problems that are concrete and procedural, troubleshoot and apply solutions in line with guidelines provided or escalate more complex problems to superiors, providing information required to solve problems.

Relationships Maintained

• Others outside of own work area but inside the organisation

Customer Service Administrator

Updated September 2022

Page 2 of 3

Supply Chain

Accountable for operation of own work area or as a member of a team, as well as for quality, standards and outputs within defined work routines and policies.

Job Purpose

To ensure maximum stakeholder and customer satisfaction is achieved by managing orders, lead times and delivery windows

Key Accountabilities and Outputs

Enhanced customer service

• Master Data and inputs into Load plan aligned to Customers DSP (Distribution Service

• Package)

• Continuous communication with SD Planning to ensure calibration of master data to meet

• customers changing needs

• Feedback on all customer comments, queries and suggestions provided to the responsible

• party with the intent to improve service levels

• Accountable for new customer take-on process in-trade including customer induction

• Order capture via customer calls (telesales) to support Telesales ambition and free up

Sales representative time for more value add activities Load plan execution

• Maintain good customer relations by delivering on promise consistently

• Day to day management of customers related delivery queries or complaints

• Explore and quantify opportunities to convert Customers to less expensive delivery modes

• Existing delivery modes optimised

• Master Data verified for accuracy

• Commitment to The Beverage Company’s Food Safety policy and its objectives

• Ability to understand and implement all food safety requirements

• Adherence to and the enforcement of Food Safety Policies, SOPs and PRPs

• Compliance with PPE requirements including jewellery policy

• Compliance with personal hygiene requirements in accordance with the organisations code of practice

• Active engagement in all training including competency testing

• Regular practice of hand washing and sanitising

• Prevention of cross-contamination of products – no allergens allowed in the manufacturing facility

• Responsible for raising any food safety risk to the relevant personnel such as the Team Leader or Food Safety personnel

• Reporting of any illness or communicable disease before the commencement of shift

• Compliance with all legal, regulatory and customer requirements

• Enforce GMPs and conduct themselves in a manner conducive with food safety practices

• Maintain high standards of housekeeping and hygiene of equipment, facilities and work environment

• Informed and vigilant on food defense and food fraud risks

• Promote, encourage and continuously grow the organisations food safety culture

• Maintain zero compromise on product quality and safety

• Collaborate with internal food safety team to realise the organisations goals of retaining GFSI certification and continuous improvement

• Maintain open communication channels with Sales team and SD Planning

• Support social systems

• Support Administrators that work across functions

Qualifications and Experience

• Bachelors Degree (3 years) / NQF level 7 (Essential)

• Upto 2 years experience (Operational Execution) FMCG, Customer Service

• MS Excel; MS Word; SAP; E Mail; MS PowerPoint

Key Qualities

Communication

• Routine communication in connection with instructions, requests or normal work tasks

Problem Solving

• Proactive identification of problems that are concrete and procedural, troubleshoot and apply solutions in line with guidelines provided or escalate more complex problems to superiors, providing information required to solve problems.

Relationships Maintained

• Others outside of own work area but inside the organisation