Customer Service Administrator

BevCo; Durban; On-site; ZAR 200,000 - 300,000; Full time

Job summary

A leading beverage company in Durban seeks a customer service manager responsible for order management and ensuring delivery productivity. The role focuses on enhancing customer service, managing daily delivery queries, and adhering to food safety requirements. Ideal candidates should possess strong communication skills and a commitment to customer satisfaction. This position offers opportunities to improve service levels in a dynamic environment.

Qualifications

• Strong customer service orientation.
• Ability to communicate effectively with stakeholders.
• Knowledge of food safety practices.

Responsibilities

• Manage orders and delivery windows to ensure customer satisfaction.
• Maintain good customer relations by delivering on promises.
• Adhere to food safety policies and standards.

Job description

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

Job Purpose

To ensure maximum stakeholder and customer satisfaction 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 calibrate master data to meet customers' changing needs
• Feedback on all customer comments, queries, and suggestions to improve service levels
• Responsible for new customer onboarding, including customer induction
• Order capture via customer calls (telesales) to support Telesales goals and free up sales representative time for value-added activities

Load plan execution

• Maintain good customer relations by consistently delivering on promises
• Manage daily delivery queries or complaints related to customers

Delivery productivity

• Identify and quantify opportunities to convert customers to more cost-effective delivery modes
• Optimize existing delivery modes
• Verify master data for accuracy

Adherence to Food Safety Requirements

• Commitment to The Beverage Company’s Food Safety policy and objectives
• Understand and implement all food safety requirements
• Adhere to and enforce Food Safety Policies, SOPs, and PRPs
• Comply with PPE requirements, including jewelry policy
• Follow personal hygiene standards as per the organisation's code of practice
• Participate actively in all training and competency testing
• Practice regular hand washing and sanitising
• Prevent cross-contamination; no allergens allowed in manufacturing areas
• Report any food safety risks to relevant personnel such as the Team Leader or Food Safety staff