Energizer Customer Service Associate (Fixed Term Contract until Dec 2020 – Maybe Extendable) in Johannesburg, South Africa
This is Energizer Holdings, Inc.
We’re leading the charge as the new Energizer, connecting our brands, our people and the products we offer the world. Together, we’re creating a game plan for the future – one that defines where and how we’ll play, and what it takes to win.
Our colleagues hail from all backgrounds, nationalities and walks of life, but our shared values and passion for winning make us one team. Whatever your specialty, you’ll find that excelling at Energizer Holdings provides opportunities to grow in ways you never expected.
Responsible for ensuring the day to day warehousing, distribution and import operations are performed to the standards, expectations and KPI's in a cost-efficient manner whilst meeting customers' expectations of service (DIF, DOT and DIFOT).
Sales Order management (in support and guidance to the 3PL CS team who will ensure the daily order taking & management):
Ensure timely processing of Sales Orders and drive maintenance (to be ensured on a daily basis by the 3PL)
Daily outstanding orders review
Responsible for accurate & drive timely maintenance of EDI orders (to be ensured on a daily basis by the 3PL)
Provides quality customer service over the phone, by email, and face to face (2nd level of escalation / contact – 1st level should be covered by 3PL)
Variant allocation and SKU Switch Overs
Order alignment to Inbound shipments to ensure max case fill rate and ensuring on time delivery
Advise Business on Late deliveries short deliveries & failed deliveries.
Flagging to the Sales Team any Discontinued/incorrect SKU’s being ordered, so Sales Team can advise Customer to rectify.
Being mindful of efficiencies and highlighting to CSCM any improvement opportunities.
Drop Shipment Order Management (coordination with supply planning)
Provide CS support to the Sales team as and when required.
Highlighting Good stock returns
Highlighting Damaged stock uplifts
Prioritization of Orders
Allocating orders over Promo period ensuring MI’s are Aligned to Customer Orders.
Ensuring Emergency/Urgent orders are managed and planned for delivery.
Monitoring all Customers delivery appointments are confirmed.
Monitoring & Processing incomplete & Blocked Sales Documents (in support of the 3PL who will have the responsibility of the daily order management & inventory reconciliation)
Directionally Logistics “local” role:
Managing Interface error messages between 3PL and Energizer (control & escalation based on DB Schenker’s daily execution)
Support in House Sales Team with Customer Orders & Queries together with DB Schenker (that should be the rule).
Control of 3PLs performance / SLA & invoicing
Required Skills and Experience
Customer Service experience in order management
Highly organized and assertive, able to manage deadlines effectively and efficiently
Warehouse/distribution experience or knowledge
Strong customer service mindset
SAP Knowledge is a plus
Initiative and drive
An Offer to Grow On
Energizer offers a competitive compensation package which includes medical and retirement savings coverage, paid holidays. Energizer is an equal opportunity employer, and we prohibit discrimination based on age, colour, disability, marital or parental status, national origin, race, religion, sex, sexual orientation, gender identity or any other legally protected status in accordance with applicable federal, state and local laws.