Integrated Customer Service Centre Manager

Integrated Customer Service Centre Manager | Job Details

Integrated Customer Service Centre Manager

Permanent

Thekweni

Overview

We are a Supply Chain and Sales & Merchandising partner adding value to your business through a fully integrated, temperature-controlled network in Southern Africa.But we are also more than that. We are people serving people. While we boast the best in tech and infrastructure, our people are our greatest resource. With our skilled, curious, can-do people at the forefront, our assets become your assets, our service your solutions.Vector’s vehicle fleet includes a food industry first in ‘multi-temperature’ vehicles enabling the company to service business across frozen, chilled and ambient temperature zones on a single delivery.

Job Purpose
To provide strategic and operational leadership
for the Vector Integrated Customer Services Centre, ensuring the effective
end-to-end management of customer order origination and capture, customer
queries, demand, supply and capacity planning, primary and secondary
distribution planning, and international planning requirements. The role
integrates customer service and supply chain activities to deliver targeted
service levels, operational efficiency, commercial value and sustainable
continuous improvement across the Vector network.Key ResponsibilitiesLead the
day-to-day operation and strategic development of the Integrated Customer
Services Centre.Provide
end-to-end oversight of customer-facing supply chain services, including
order capture, customer queries and complaint resolution.Lead demand,
supply and capacity planning processes to balance customer service, stock
availability and operational capacity.Oversee primary
and secondary transport planning across the Vector network, including
international planning requirements.Establish and
monitor service-level, planning, customer service and transport performance
measures, and lead corrective action where performance is below target.Drive the
migration from manual to automated order channels and support the
implementation of relevant FMCG and customer-service technologies.Lead
multifunctional teams through organisational, process and technology change,
from concept through implementation.Build senior
customer relationships and collaborate with internal functions to resolve
service risks and improve customer experience.Manage the
function within approved financial parameters, with focus on cost
optimisation, margin, cash flow and sustainable value delivery.Develop team
capability, leadership depth, accountability and a culture of continuous
improvement.Prepare accurate
performance analysis, dashboards and executive reports for business
decision-making.Key RelationshipsInternalExecutive and senior leadership.Commercial.Customer.Sales.Operations.Warehousing.Transport.Finance.Information
Technology.Human Resources.Procurement.Other supply chain teams.ExternalSenior customer
stakeholders, key clients, suppliers, technology providers, transport
partners and other service providers.Interactions focus on service delivery, planning
alignment, operational performance, issue resolution, commercial outcomes and
continuous improvement.

Qualifications, Skills and Experience Required for the JobQualifications and ExperienceRelevant
Bachelor’s degree or equivalent qualification in Supply Chain Management,
Logistics, Operations Management, Commerce, Industrial Engineering or a
related discipline is recommended.Postgraduate
qualification in Supply Chain, Operations or Business Management would be
advantageous.Relevant training in customer service, transport
planning, change management, project management or data analytics would be
advantageous.Minimum five
years’ proven leadership experience within a complex FMCG supply chain
environment.Proven
experience leading large, multifunctional supply chain teams across several
of the following areas: customer services, demand and supply planning,
capacity planning, primary transport and secondary transport.Proven track
record of implementing complex change initiatives that deliver growth,
service improvement, cost reduction or productivity benefits.Demonstrated
experience in senior customer relationship management.FMCG cold-chain
experience would be advantageous.Experience implementing automation, technology or
process-improvement initiatives in a customer service or supply chain
environment would be advantageous.Skills and CompetenciesAdvanced
knowledge of integrated supply chain, sales and operations planning, demand
planning, supply planning and capacity planning.Sound
understanding of transport planning and execution principles across primary
and secondary distribution.
Strong
understanding of customer service or contact centre operations, service
metrics and complaint-resolution processes.Ability to
evaluate trade-offs between stock levels, operational capacity, cost and
targeted customer service levels.Strong
commercial and financial acumen, including understanding of income
statements, accounting principles, margin and cash flow management.Advanced
analytical, performance-reporting and problem-solving capability.Working
knowledge of SAP is advantageous.Knowledge of
supply and operations planning tools such as Barnton or similar is important.Experience with
complex Transport Management Systems and Customer Relationship Management
platforms is highly advantageous.Strong Microsoft
Office capability, particularly Excel, PowerPoint and Power BI.Excellent written and verbal communication,
negotiation and senior stakeholder-management skills.

We look forward to hearing from you!

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