Key Duties/Responsibilities

Order and Forecast Management: (35%)

• The receipt and management of all customer orders (Concentrate, DPS and Finished Goods), the entry of these into SAP, the follow through on availability issues with internal departments and handover of these to the CAS. Delivery creation will also be required in some aspects of this role. (30%)
• The entry of customer supplied forecasts into the APO system for subsequent loading into SAP, the verification that the data is as supplied by the customer when entered into the system. (5%)
• Evaluate ATP & OTIF issues and work with the Supply Management team, Customer Account Specialists and Demand Planners to ensure all issues are resolved and long term corrective actions put in place to reduce repeats.
  
  

Documentation Management: (25%)

• The creation of all customer related documentation to support the shipment, export and import of all customer orders. This involves both manual and system generated documents, and interaction with both internal departments and external bodies to support some customer requirements. (20%)
• The invoicing of all orders, at time of shipment to support accurate and timely financial and volume reporting. (5%)
  
  

Process improvement and standardisation: (15%)

• Lead process standardization and improvements under CS Operations role. Work with SAP team for any SAP improvements or changes impacting customer data, orders or forecast.
• Coordinate, lead and support projects that will positively impact CS transactional processes to drive productivity improvement with visible financial and FTE benefits.
• Develop process improvements based on OE methods and drive continuous improvement.
• Support the implementation of new supply chains and business models, working to integrate these into normal CPS business.
  
  

Complaint management and customer satisfaction: (15%)

• Log all customer related complaints, queries and OTIF issues into SAP. Track and trend customer concerns / complaints, to facilitate development of corrective actions. Follow-up with internal stakeholders to ensure timely closure out of issues.
• Coordinate and track customer feedback through surveys, VOC activities, etc. on a regular basis. Compile reports and analyse once data is available. Track and coordinate actions from internal stakeholders.
• A key requirement in regard to all the responsibilities of this role is the development of a very effective working relationship with the CS Specialists in supporting customer requirements and requests in a timely and effective manner.
  
  

Other activities: (10%)

• Lead and coordinate the CS processes to support Business Continuity Planning and Supply Point Shift execution,
• MRB coordination within the CS team and development of reports for monthly provision management.
• This role will also involve direct customer account management for customers not managed by CAS and small transactional customers. Plus the backing up of the Product Commercialisation team in some locations.
• The role also requires the person to train new team members on the above tasks, as well as developing the relevant training material for CS Shared Services.

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