Supply Chain And Logistics Distribution Services Manager

SUMMARY:
Develop and manage relationships with stores / suppliers /our clients’ Departments and Distribution Centres in line with agreed service level agreements.

POSITION INFO:

Key Responsibilities:

Influence development of the Business Unit (BU) 1 Year Operating plan and scorecard and ensure effective utilization of team members to deliver cost effective availability
Influence development of the BU 1 Year budget and ensure delivery within the departmental operational budget
Effectively use INVOCOM’s to ensure the delivery of team goals through relevant scorecards as per the strategy
Integrate with BU stakeholders to ensure achievement of the BU operating plan
Develop and maintain effective relationships with the BU and stakeholders (e.g. suppliers, stores, head office)
Provide analysis and feedback to influence specific focus on improving operating efficiencies and ensuring continuous improvement in Service Level Agreement (SLA) compliance
Develop systems and procedures to ensure SLA’s are met and that relationships are proactively managed (e.g. Helpdesk, one stop shop and switchboard)
Identify & implement benchmarking & continuous improvement activities to improve business objectives
Develop and manage the end to end customer service process against the standards as set in the Occupation Excellence Charter (OEC) in line with Best Operating practice
Report customer service KPI’s and influence implementation of corrective action plans in order to achieve service levels
Create a customer service ethos by ensuring appropriate training e.g. telephone etiquette
Achieve business objectives by ensuring effective leadership and implementation of e-Performance and sound Employee Relations (ER) practices
Ensures effective communication of trends, exceptions and value creation
Ensure effective and efficient resolution of queries and claims through consultation with Customers, service providers and other BU’s
Driving sustainable community service based activities
Build, develop and entrench a high performance culture within the customer services team by providing leadership, guidance, support and hands on coaching
Manage and adhere to Supply Chain policies and procedures and corporate governance principles
Demonstrate effective leadership aligned to our clients Values to ensure delivery of the Supply Chain Strategy

What technical / functional competencies do you require?

Knowledge & process understanding of logistics & related distribution processes
Systems understanding of key Supply Chain processes
Ability to analyse, interpret and report on customer feedback
Computer literacy – e.g. triceps / warehouse management systems understanding
Excellent communication skills
Ability to quickly develop a knowledge and understanding of the suppliers’, customer and service provider business and demonstrates a passion for customer delivery
Demonstrates an understanding of the impact of own role on service delivery to internal and external customers
PC literacy and is able to capture information and produce reports based on the Warehouse Management System
Problem solving ability (e.g. day to day operations)
Ability to analyse and interpret figures and information
Asset management
Understanding of consequential impacts of decisions made. – I.e. good judgement
Understand financial and performance indicators and be able to act according to agreed targets
Able to adapt working hours according to business needs
Able to work in different temperature controlled regimes e.g. Cold Chain and Frozens area
Able to manage a diverse workforce
Understanding of process compliance
Proven people skills e.g. facilitation, conflict, change management, performance management and employee relations management
Ability to engage at all levels

What theoretical knowledge (e.g. degree / diploma) does the job require?
A three year business diploma
Customer Service training

What experience (e.g. previous exposure) does the job require?
Up to 5 years relevant working experience at a management level and managing a team within supply chain operations is essential
Experience with stores
Experience in managing a diverse workforce
Experience at managing SLA’s
Experience with warehouse management systems
Experience in claim investigation is critical

Other key requirements
The deliverables are not limited to the accountabilities specified in the job profile. These key accountabilities highlight the focus areas of the job. Specific and/or additional deliverables can be requested by management. The key responsibilities and accountabilities may change from time to time in response to changes in business strategy, operational requirements and shift rotation.

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