Customer Service Administrator

BevCo; Durban; On-site; ZAR 250 000 - 350 000; Full time

Job summary

A leading company in the beverage industry is seeking a dedicated individual to manage customer service and delivery operations. The role involves ensuring customer satisfaction through effective order management, maintaining food safety standards, and optimizing delivery processes. Ideal candidates will have strong communication skills and a commitment to quality service.

Qualifications

• Experience in customer service and delivery management.
• Knowledge of food safety requirements and policies.
• Ability to manage customer queries and complaints effectively.

Responsibilities

• Manage orders, lead times, and delivery windows to enhance customer satisfaction.
• Maintain good customer relations by delivering on promises consistently.
• Adhere to food safety policies and ensure compliance.

Skills

Customer service

Communication

Food Safety compliance

Job description

Accountable for the 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 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 onboarding process, including customer induction
• Order capture via customer calls (telesales) to support Telesales ambition and free up sales representative time for more value-added activities

Load plan execution

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

Delivery productivity

• Explore and quantify opportunities to convert customers to less expensive 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
• Maintain personal hygiene standards per organizational policies
• Participate actively in all training and competency testing
• Practice regular hand washing and sanitizing
• Prevent cross-contamination; no allergens allowed in manufacturing facilities
• Raise any food safety risks to relevant personnel such as the Team Leader or Food Safety personnel