Customer Service and Logistics Manager

Supervises:

Direct:Customer Service Officers, Commercial Administrators, Dispatchers

 Indirect: Drivers

Interacts/Interfaces with:

Internal: BPIL employees 

External:Customers, Distributors, Third Party,Logistics providers

Job Summary

The custodian of ensuring that BPIL is providing superior customer service to the market in a sustainable and cost-effective manner. The role is responsible for managing a variety of tasks related to the supply chain, including transportation of company products and customer service. The position holder will work under the rules, regulations, and guidelines of BPIL while ensuring the accomplishment of goals and targets set by management.

Key Position Responsibilities

• Ensure that customers across the Consumer and Agri Divisions receive satisfactory deliveries (right product, right place, right time and right cost)
• Manage delivery times, routes, and costs, and ensure vehicles are safe and well maintained
• Participate in the development of the logistics/customer service budget.
• Maintain metrics and analyse data to assess performance and implement improvements
• Create and implement best practice logistics principles, policies and processes across the organisation to improve operational and financial performance
• Deliver solutions to logistics problems while maintaining high levels of quality service within budgetary requirements
• Manage the workflow within the customer service section
• Support in the development of a customer experience program
• Receive and implement customer feedback to improve the quality of services
• Generate detailed reports on customer interactions and feedback
• Manage the Customer Service team
• Manage the Dispatch team
• Manager drivers and / or third-party logistics providers
• Any other duties as directed by the line manager.
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Success Measure

• Effective tracking and successful actioning of customer complaints Independent customer surveys showing that BPIL service is continually improving and / or superior to other market players
• Delivery fleet is optimised to the market requirements with verifiable data to support this requirement
• Real time data to track upcoming and completed deliveries with anomalies and exceptions investigated and resolved daily
• Driver compliance with required SOPs
• Deliveries completed and on time and to the customer’s satisfaction
• Fuel and mileage effectively monitored and continually improved
• Maintenance schedule with contingency planning
• Incident reports
• SOP maintenance

Financial Responsibility 

• Hold responsibility for departmental budget

Person Specification

Education & Training 

• BS in Business Administration, Logistics or Supply Chain. Relevant training for transport, logistics, customer care or related training.
• Clean driving record and valid driving credentials

Skills & Experience

• Minimum 7 to 10years’ experience in similar role in a high performing commercial or logistics environment
• Proven working experience as a Logistics Manager or Supply Chain
• Demonstrated experience in customer service.
• Record of successful distribution and logistics management
• Demonstrable ability to lead and manage staff.
• Proficient in standard logistics software
• Ability to meet and exceed customer needs.
• Excellent analytical, problem solving and organisational skills.
• Ability to work independently and handle multiple projects.
• Ability to work collaboratively

Attitude/Motivation

• Value adding (willingness to go an extra mile for BPIL, staff & customers).
• Enthusiasm, passion and encouragement to all.
• Strong commitment to the mission, vision and values of BPIL
• Result driven.

How to Apply:

All applications will be received and Reviewed through BrighterMonday Portal by Clicking on the 'Apply Here' section