Customer Services & Logistics Analyst

The HEINEKEN Company; Cape Town; On-site; ZAR 300 000 - 450 000; Full time

Job summary

A leading company in the beverage industry is seeking a Customer Service & Logistics Analyst to join their Capability team in Tygervalley. The role focuses on driving process efficiency and improving customer satisfaction through data analysis and continuous improvement methodologies. Candidates should have a degree in Supply Chain Management or Data Science and extensive experience in the field.

Qualifications

• Over 5 years of relevant experience in Supply Chain, preferably Customer Service & Logistics.
• Experience with data analytics tools like Python is a plus.

Responsibilities

• Monitor and control the performance of the CS&L team.
• Use data insights to improve customer experience and drive continuous improvement.
• Ensure all master data is current by following standard processes.

Skills

Data analysis

Process improvement

Customer satisfaction

Education

University degree in Supply Chain Management or Data Science

Tools

Microsoft 365

SAP S/4HANA

PowerBI

SAP Analytics Cloud

Python

Job description

We Go Places! How about you?

Immediate Superior: Capability Manager

Job Grade: 15

Location: Tygervalley

Function: Supply Chain

Sub Function: Customer Service and Logistics

Type of Contract: Permanent

Reference Number: 137358

Closing Date: 02/06/2025

Applications are invited for a Customer Service & Logistics Analyst position in our Capability team based at Tygervalley (The Hive). This person will report to the Capability Manager and be responsible for monitoring and controlling the performance of the CS&L team. This involves interpreting data to identify improvement areas and trends with the aim of delivering value by driving process efficiency, increasing customer satisfaction, and reducing costs.

Key Performance Areas:

1. TPM: Uses TPM methodology and Customer Value Pillar as tools for continuous improvement. Contributes to DCS to drive and optimize performance.
2. Customer Profitability: Actively drives insights on Customer Profitability by:
   • Ensuring Cost-2-Serve (C2S) visibility is in place and periodically updated (per Customer and SKU)
   • Supporting business case creation per customer based on C2S
   • Measuring, tracking, and reviewing LTT agreements
   • Supporting Key Account Managers in negotiations with customers with relevant insights
3. Data-Driven Decision Making: Uses data insights to tailor services, improve customer experience, and drive continuous improvement. Analyzes metrics like customer satisfaction scores, response times, and feedback. Interprets CS&L dashboards to assess service performance, identifies trends, and executes Root Cause Failure Analysis on KPIs.
4. Master Data Management: Ensures all master data is current by following standard processes agreed upon with stakeholders (customers, commerce, finance, planning, logistics, LSPs, etc.).

Qualifications, Skills, and Experience:

• University degree (Bachelor or Master) in Supply Chain Management or Data Science.
• Over 5 years of relevant experience in Supply Chain, preferably Customer Service & Logistics. Experience with: Microsoft 365, SAP S/4HANA, PowerBI, SAP Analytics Cloud, Cost2Serve, and data analytics tools like Python is a plus.

The company's Employment Equity Plan and Targets will be considered during recruitment. We encourage and welcome applications from people with disabilities. Applicants must be fully eligible to live and work in South Africa.