ZA Customer Services Manager

Mondi Group; Durban; On-site; ZAR 500 000 - 700 000; Full time

Job summary

A global packaging and paper leader is seeking a Customer Service Manager to lead teams in KwaZulu-Natal, ensuring efficient order management and high customer satisfaction. The ideal candidate will have a strong background in supply chain management, project management, and international trade, with 5-10 years of experience. We offer a supportive environment for professional growth and development.

Benefits

Learning & Development

Health benefits

Qualifications

• 5 – 10 years of experience in a senior / lead customer service role.
• 5 – 10 years of experience in international trade and the management of goods flow.
• Understanding of global networks within a multi-national organization.

Responsibilities

• Lead the Customer Service teams for efficient order management.
• Maintain On-Time-In-Full (OTIF) score across customers.
• Define training needs for Customer Service Co-ordinators.

Skills

Supply Chain understanding

Leadership

Customer service management

Project management

International trade

Education

Supply Chain / Commercial Degree

Tools

SAP S4 Hana

Job description

Your mission:

• Lead the Customer Service teams at Merebank and Richards Bay mills and have a strong team set-up in place allowing an efficient way of order management activities.
• Strong co-operation with stakeholders along the value chain in order to optimise business deliverables (including but not limited to Sales, Production Planning, Logistics, S&OP etc.)
• Maintain the requisite On-Time-In-Full (OTIF) score across domestic and international customers as a key indicator of Mondi's overall efficiency, reliability and ability to satisfy customers, ensuring the Supply Chain successfully meets customer expectations for both timeliness and accuracy, ensuring orders delivered to customers are within the agreed lead time and with the complete, correct quantity of items.
• Always strive to an excellent level of customer satisfaction by implementing quarterly reviews to measure customer service.
• Assign customers to the Customer Service Co-ordinators; co-ordinate responsibilities amongst all team members (including managing leave for local Customer Service Co-ordinators and co-ordinate replacement matrix).
• Define the training needs of local Customer Service Co-ordinators to handle order management processes.
• Look for continuous improvement opportunities in order to create value for customers while increasing efficiency.
• Be a role model for innovative solutions (e.g. Mondi Fit For Future solutions, digitalisation etc.) in order to support our company’s aspiration at being the paper and pulp industry lead.
• Manage the order book for Uncoated Fine Paper, Pulp & CCM (container board) sales.
• Track sales progress measured against the budgeted requirements.
• Update pricing of materials ahead of pricing becoming effective.
• Document Customer Service processes.
• Customer mapping of materials to be done for existing & new materials.
• Investigate errors relevant to the Customer Service team and implement improvement measures.
• Review aged stock and apply FIFO on order management.
• Manage expectations of individual markets serviced by the customer service team to achieve overall targets (setting performance and service indicators).
• Manage a global network of customers together with the Supply Chain team, Sales managers and Sales teams to achieve the required targets.
• Give high focus on people development while leading one of the biggest departments in the Supply Chain.
• Act in compliance with the Quality, Environment, Safety and Occupational Hygiene Management System and Forest Stewardship Council (FSC) / Programme for the Endorsement of Forest Certification (PEFC) chain of custody.
• Full compliance to the Revenue Recognition policy for month-end processing.
• Support the requirements for audits with the internal and external auditors.

Your profile:

• Supply Chain / Commercial Degree or working towards a tertiary qualification, with business background.
• 5 – 10 years of experience in a senior / lead customer service role.
• 5 – 10 years of experience in international trade and the management of goods flow.
• 5 – 10 years of experience in working in Customer to Cash environment (SAP S4 Hana – Sales Order Management Insights).
• Understanding of global networks within a multi-national organization.
• Supply Chain process understanding especially in a manufacturing environment.
• Project management know-how.

We Offer:

• Location: Mondi, KwaZulu Natal
• Duration: Permanent

Benefits:

• Learning & Development; Health benefits

Get in touch:

We strive to create a culture that inspires our people to reach their full potential. Going the extra mile – for colleagues and customers – our people drive our passion for performance and are the key ingredient of Mondi’s success. Be part of our future.

Do you want to know more about Mondi? We are a global leader in packaging and paper, contributing to a better world through innovative solutions that are sustainable by design. Our global team of 24,000 people works across 100 production sites in more than 30 countries.

Our strength lies in our diversity. We are dedicated to creating a team that reflects the diversity of the world we operate in. We believe in your potential and are committed to supporting you as you grow and learn at Mondi.

Only CVs uploaded onto our online career platform will be taken into consideration. With your application, you will be redirected to our recruiting platform. After creating an account, you will receive an activation link. If you do not find the email in your inbox, please check your spam folder or add the address [e-mail] to your “safe list” or address book.

Appointments will be made in line with our Employment Equity Plan. The above advert has minimum requirements listed; however, Management reserves the right to use additional/relevant information as criteria for shortlisting.

Awards: