A long-established leader in the Manufacture and Distribution FMCG consumer products, (FMCG products for personal health and beauty use) has an opportunity for an experienced (5+ years of management experience) ‘Customer Care & Orders Processing’ Contact Centre Manager. 

This is a Supply Chain and Key Client Accounts ‘Customer Care and Orders Processing’ Contact Centre Manager type of role - requiring strong management skills, strategic thinking in terms of lead times and factors affecting supply chain and production delivery capability processes.

You will be managing a team of 20 staff who are receiving and processing multiple and large volume orders online, telephonically, and via EDI systems. They process orders using SAP MM and SAP SD modules for 5 divisions of a very busy manufacturing and distribution FMCG company.

Your function is three-fold:

Manage the clients – order delays, delivery delays, out-of-product shortages, manufacturing delays, supply chain glitches etc. The department processes over 12 000 orders per month. It is an extremely fast-moving high pressure FMCG environment requiring someone who is alert, intelligent, and organized.

Manage the Contact Centre Team (20 staff) - to ensure smooth processes throughout, and to ensure customer satisfaction from order to delivery. The team are competent and experienced and proficient on SAP MM and SD. You need to have at least 5 years of staff management experience for this management role.

Manage 2 x Supervisors and 18 Customer Service Agents remotely online from home (during Covid protocols), and on-site once Covid is over.

(Monday to Friday, 8am to 5pm)

Manage queries from Senior Management – there are daily inter-departmental queries from Directors, Senior Execs, and Managers of 5 divisions all with their own planning, procurement, production, sales and marketing divisions, all with their own daily challenges and bottlenecks.

Senior Management can be direct, demanding, and require urgent answers to queries and urgent solutions to problems. This position requires someone who is well-spoken, well-educated, and who can converse with Senior Management on an equal footing whilst juggling a lot of different balls across different departments.

You will also do reports to Management and the Exec on daily, weekly and monthly targets and progress (so quite a lot of reports and report writing). You must have very strong, preferably Advanced Excel skills.

Key tasks and Responsibilities / Job Requirements

• Order processing & customer care
  • Managing incoming sales orders across 5 divisions
  • Managing interface with key internal departments.
  • Managing customer relations.
  • Liaison with an outsourced logistics provider.
  • Controlling departmental activities and costs.
  • Managing month-end closure challenges.

• Reports and report writing
  • Identifying and reporting excess demand as required.
  • Preparation and presentation of reports as necessary.
  • Daily, weekly, monthly and annual reports.
  • Reports prepared for Board, Executive management and key individuals in divisions, and presentation of reports to directors and the Exec.

Key departments that you will interface with regularly

• Planning and Procurement.

• Sales and Marketing in 5 divisions for SA and neighbouring country markets
• Logistics company.
• Management Information Services
• Production Division
• Finance
• Quality Control

You must have…

Education and Qualifications

Relevant tertiary qualification in Supply Chain / Logistics

Matric.

Minimum Experience

FMCG industry                        : 5 years

Management                           : 5 years

Manufacturing environment    : 2-3 years

Customer Care                        : 2 years

Special skills and knowledge

• Sound working knowledge of SAP (MM and SD). Must have 3 to 5 years’ experience working with the SAP Materials Management and Sales and Distribution modules. You won’t be capturing orders in SAP, but your team will – so you need a reasonable working understanding of these SAP modules.
• EDI – Electronic Data Interchange experience.
• Advanced Excel skills.
• Basic Word and PowerPoint.
• Presentation skills.
• Leadership skills.
• Ability to lead a team remotely.

This is a Management role and the package is negotiable based on skills and experience.
A salary package of around R700k to R800k is envisaged.
(About R5ok to R60k per month, neg.).
The company has medical aid and provident fund benefits.
The position attracts performance-based incentives as well as an annual incentive bonus.