Division: Supply Chain

Reference Number: SCLO-09-24

Grade: C1

Purpose of the job
The position is mainly responsible to provide first line interface with customers and thereby ensures and contributes to the profitable revenue growth. An important aspect of this position is providing customer service to existing customers, both external and internal. Work with, lead and support the customer service liaison officers on a day-to-day basis.
The position ensures that systems, policies, processes and procedures are in place within this department and maintained to effectively identify and manage risk and ensure compliance to legislative, regulatory and good governance requirements and practices.
The abovementioned activities shall be conducted in compliance with the Occupational Health and Safety Act, No. 85 of 1993 and all relevant NCP policies and procedures.

Key performance area
1. Supervision.
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Lead and direct customer liaison team members and ensure that the department operates optimally and effectively.
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Allocate and supervise the work to the customer liaison employees to ensure adherence to quality standards, deadlines and procedures.
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Problem solving and correct errors that may arise.
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Responsible for training customer liaison officers on customer liaison on tasks, procedures related to their job description, as well as NCP products.
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Guide and handle, difficult complex problems, complaints or disputes that have been escalated.
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Interpret and communicate work procedures and company policies to the staff.
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Responsible for customer liaison team’s performance management, ensuring the team conform to regulations, recommend appropriate action and uphold the disciplinary process.

2. Administration.
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Extract the product returns report from SAP. Circulate among the customer liaisons Officers and ensure all returns logged are processed on the SAP system timeously.
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Debit and credit request documents submitted by the customer liaison officers must be checked and the correctness verified before signing off. Signed documents must then be submitted to the Sales and Marketing officer for processing.
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Management of the customer liaison query box. Investigate and solve any escalated credits & debit requisitions prior to getting them signed off.
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Initiate, manage and report on customer satisfaction survey
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On the first day of the new month ensure that all open sales orders from previous months are
cleared from SAP. Manage order creation to prevent customer accounts going on credit
block.
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Creating of purchase orders for all sales and marketing requirements, stationery needs i.e. Files, Credit & Debit requisition books, tea and coffee etc.
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Product price updates in the absence of the Sales and Marketing Officer.
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On a monthly basis, receive the transport rates from the suppliers. Share with the sales team. Inform customers of the new rates and upload transport rates on SAP on the first Wednesday of the month.
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Drafting and amending of all customer service standard operating procedures.
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Compile standby roster and sent to Payroll after authorization from Sales & Marketing Executive sign-off. (Be on standby as back-up, if required)
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Updating of all other transport prices requested by the sales team on sap as and when required

3. Account Management.
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Management of top 5 customer accounts.
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Responsible for Order entry i.e. cash to order process
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Customer servicing (internal and external)
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Stock management.
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Liaising with the transporter to facilitate deliveries.
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Generating orders and communicating loading numbers to customers.
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Query Management
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Debit and Credit note processing.
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Ensure department delivers all expected & projected targets in line with set revenue targets
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Ensure compliance to legislative & regulatory requirements
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To provide first line interface with customers both internal & external
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Maintain and build strong healthy relationships with all business stakeholders.
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Preparing of product order plans daily.
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Senior Standby every alternate week

4. Reporting Standby.
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OTIF
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Customer Complaints
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Any other reports as requested from the Sales & Marketing Executive
5.Related SHERQ responsibilities

Knowledge/Skills/Competencies
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People Management
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Business processes
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SAP system management
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Customer Care
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Help Desk Tools
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Email Tools
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Survey Tools.
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Results Orientation
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Analytical
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Attention to detail.
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Effective Communicator
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Presentation Skills
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Quality adherence
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Planning and Organizing
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Attention to detail
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People management skills.
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Problem solving
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Self-Management
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Motivated.
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Logistics and Exports knowledge required
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Ariba and Trade shift systems advantageous.
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Administration of reports

Experience
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Minimum 5 years’ experience in Customer Service Environment
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Minimum 3 years’ experience in people management
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5 years’ experience with using SAP
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Experience in similar environment is a must.

Qualifications:
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Matric
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Qualification in Supply chain/Business administration (Advantageous)
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Customer Support Certificate
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Customer Experience Certificate

Reporting structure:
This position reports to the Sales & Marketing Executive.

Personal Circumstances:
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Must be able to obtain a satisfactory medical report from the companies’ medical centre.
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May be required to be on Standby.

Other requirements:
Please ensure:
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That the application form is fully completed and attached with your CV.
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That the reference number and/or position name of this advertisement is quoted on your application form.
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That recently certified copies of all qualifications referred to on your application form and cv, are submitted.
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Applications can be handed in at the HR offices on or before the closing date.
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Only applications that are submitted to HR directly will be considered.
External Applicants:
Please attach a copy of your most recent payslip. We regret we cannot consider any applications received without this information.
Failure to comply with the above requirements will result in your application being disqualified.
Persons with disabilities are encouraged to apply, should the applicant be successful the incumbent will be reasonably accommodated depending on the inherent requirements of the job.
All applicants are thanked in advance for showing interest however correspondences will only be entered into with the shortlisted candidates.

Closing date: 13 September 2024
CV’s to be sent to: careers@ncp.co.za
Recruitment for this position will be conducted with the intention progressing our Employment Equity policy, targets, and objectives. The Company reserves the right not to fill this position.