Purpose & Overall Relevance for the Organisation:

We are seeking an enthusiastic and hard-working individual to become a member and team lead in our Customer Service and account operations team. This diverse role will see you accountable for a variety of tasks relating but not limited to management of wholesale customer orderbooks, in term of processing, reporting and KPI management linked to overall business priorities and forecasts. Alongside the processing responsibilities this role will also involve leading a team of coordinators in terms of executing against same business priorities.

Key Responsibilities:

· Lead a customer service team and ensure delivery of monthly / weekly targets as part of the account management team.

· Implement key strategic initiatives

· Management of customer orderbooks in terms of order intake, outbound processing, issue resolution and reporting in conjunction with internal operational stakeholders.

· Be the “go to” person relating to account performance from an order fulfilment & order book perspective. The role not only guides or leads the team but is also responsible for orderbook processing.

· Build a quarterly & monthly target per account and banner of responsibility, aligning with commercial pillar lead and supply chain to ensure target aligns with RFC and is achievable based on monthly inbound shipping information.

· Responsible for high level communication with Key Account distribution centres:

o ensuring booking timelines and dates are adhered to.

o Any unique or relevant processes are delivered against to ensure success. For example: ticketing / ASN bookings etc.

· Play an active role in leading the delivery of quarterly and monthly metrics against which business delivery and customer order book can be measured and managed.

· Close collaboration across the Supply Chain and Operations matrix, including but not limited to inbound, DC planning and outbound.

· Build relationships across DC team, including DSV and 3rd party logistics providers ensuring constant process alignment and optimization.

· Engage with multiple stakeholders to problem solve and drive issue resolution across system landscape and customer related query’s.

· To be proactive in your approach and drive change where applicable.

· Work towards both individual and team KPI’s to improve business standards, service levels and financial results.

Knowledge, Skills and Abilities:

· A strong customer service focus

· Excellent communication skills and a proven ability to develop strong relationships with both SCM stakeholders and Customer DC and operational stakeholders.

· Strong commercial and analytical skills sets

· Ability to lead in a team environment where performance is measured

· Experience in working under pressure to meet deadlines and conflicting priorities

· Result and solution orientated mindset

· Strong Microsoft Office skills are essential.

Requisite Education and Experience / Minimum Qualifications:

· Minimum 3-4 years of experience in sales, supply chain, logistics and/or customer service

· Bachelors degree in related field.

· 2 -3 years people management experience

· SAP experience preferable (AFS, S4 HANA)

· Salesforce experience preferable