Assistant Customer Service Executive
FUNCTION: Logistics and Customer Service
REPORTS: Customer Service Executive
JOB PURPOSE
The role is expected to deliver Excellency in customer service as our volumes and customer base expands. The Assistant Customer Service Executive is responsible for ensuring that freights (road, ocean and air) move in a timely and cost-effective manner to consistently achieve a Perfect Customer Order of greater than 90%.
Of utmost importance also is developing and maintaining close relationships with regulatory bodies and third party service providers (Haulage Service Providers, Shipping Lines and Custom Brokers) and government agencies (Bureau of Standard, Jamaica Customs and Tax Authority of Jamaica) to ensure compliance to local and international laws governing movement of goods for sale (domestic and export).
RESPONSIBILITIES
CUSTOMER RELATIONSHIP MANAGEMENT:
Supports the creation of valuable business relationship with new and existing customers through the provision of optimum customer service. To maintain excellent customer relations with our Red Stripe’s domestic customer (CBL), Duty Free customers and assigned export markets - Heineken CSO’s/markets.
CUSTOMER SERVICE PLANNING:
Participate in regular review meetings with markets to discuss satisfaction rate, forecasts and targets, as well as future initiatives.
Participate in production planning meeting to gain insight into how plan changes will impact the order fulfillment process, specifically transportation (sea, road air) coordination, and act accordingly
SALES ORDER MANAGEMENT:
On a daily basis, manages the shipping logistics (freights, haulage et. al.) transactions of the order fulfilment process (as per assigned markets) by constantly communicating with Shipping Lines, Customs Brokers and the Haulage company to book orders, haul containers on-site for loading then returning same to the wharf in-time for sailing.
Prepares and obtain the necessary documents to move freight from Kingston Jamaica distribution facility to the designated destination ports (globally).
Coordinate with the Inbound Logistics Department to ensure the utilization of import empty containers for export is maximized.
Collaborate with the warehouse team to ensure workflow is fully synchronized to optimize loading of containers, reduction in service charges and ensure all anomalies are investigated and resolved in a timely manner to meet and exceed customer’s expectations.
Flag up gaps identified with the freight and logistics aspects of the process (to the CSE) which will negate us meeting the confirmed ETD per customer order.
Processing of sales order requests for FOC’s, Employee and Duty Free customers with 100 % compliance and accuracy as per standard operating order management procedures.
COMPLAINT MAGEMENT:
All complaints must be received and managed to resolution with strict adherence to the Consumer/Customer Complaints Management Process.
EMPLOYEE ENGAGEMENT:
Embraces the Heineken’s Vision, Values and Behaviors. Lead by example.
PROCESS CONTROL:
Ensure compliance to processes and standards governing all Outbound Logistics activities. Flag up gaps identified in processes to Customer Service Executive or Outbound Logistics Manager and make recommendation(s) for improvement.
SERVICE PROVIDER MANAGEMENT:
Assesses third party service providers performance against the relevant Service Level Agreements (SLA’s)
SAFETY HEALTH & ENVIRONMENT:
Ensure adherence to Heineken’s Life Saving Rules while ensuring full adherence and compliance by all contractors and visitors to the department. Ensures accurate capturing of data and support of the departments Aspect & Impact, HACCP, Food Safety Management Systems and CT-PAT protocols.
TRADE , CUSTOMS & EXCISE LAWS:
Develop, improve and maintain relationships with Customs, Excise and other Trade regulatory bodies to ensure compliance to local and international laws governing movement of goods for sale (domestic and export). Ensure management of all relevant documentation ensuring accurate records are kept for Customs & Excise purposes and local regulations are complied with (GCT, TCC etc.).
OPERATIONAL EXCELLENCE:
Drives a culture of continuous improvement and early adaptation to changes throughout the operation. Timely and accurate submission of reports and KPI data required to drive operational performance.
PROJECTS:
Excellence in execution of the Container Recycling Project objectives. Support the successful completion and or implementation of other projects.
COST AWARENESS AND BUDGETS:
Support the management of the Outbound Logistics budget. Initiate discussions with Line Manager and champion transactions, within scope, that will result in cost avoidance.
KNOWLEDGE & EXPERIENCE
Bachelor’s Degree in Business Administration, Logistics and Supply Chain Management or Operations Management
Professional qualifications: Customer Service Management.
At least 2 years business experience preferably in customer service/export documentation and shipping logistics.
In-depth knowledge of Trade, Customs and Excise Regulations
Working knowledge of SAP
Competent in manipulating Microsoft Excel, Microsoft Word and PowerPoint.
Application closes: January 20, 2017 APPLY HERE
