Customer service levels
Achieve customer contractual services levels
No restaurant below the minimum service level over a 12 month period
Call Centre management
Managing shifts & distributing workload
Managing KPIs of call centre
Daily, weekly, monthly reports
Prioritise, resolve, escalate and close calls Ensure credit notes are passed as required Ensure RPCs are closed as per procedure
Act as point of escalation when agents cannot resolve a call
Offer an excellent service to the customer
Order fulfilment
Prepares plans to service the market for out of stock or low stock items
Co-ordinates and ensures execution of plans to service the market for out of stock or low stock items
Ensures order related queries are resolved
Promotional and test product
Ensures new, promotional and test product launch plans are monitored and communicates plan deviations to the DC and SCM
Customer complaints and problem resolution
Ensures customer complaints are resolved and communicated timeously to the customer
Monitors trends in complaints and implement plans to address and suggests improvements to reduce complaints
EMPLOYMENT OPPORTUNITY
DQSP-PO-RE02-FOR-02
Raw product complaints (RPC)
Ensures strict compliance with RPC process
Recalls
Coordinates recall communication to restaurants
Monitors timing of recall communication to the market
Customer relationships
Meets with customers to better understand their issues
Documents and communicates restaurant issues to relevant personnel Provides feedback to customer on new initiatives and developments Builds and maintains sound relationships with the market
Customer contact information
Ensures market contact information is always up-to-date
New stores
Keeps all departments up-to-date on pending new store openings
Trains new store personnel on Company processes
Daily route planning
Ensures the daily delivery plan is optimally prepared for each DC and that revisions to the master schedule are communicated to the customer at least 12 hours before delivery
Ensures non-scheduled deliveries are properly planned and communicated to the customer
Daily vehicle monitoring
Ensures deliveries are monitored and that deviations from the plan or incidents that will impact the customer are timeously communicated to the customer
People management
All staff have scorecards Staff are held to account Compliant with all HR procedures
Resolve staff issues and queries promptly
Ensure continuous training and development of staff
Prepare, sign off and submit the Customer Support Department payroll in line with the company’s payroll procedure.
Master Delivery Schedule
Expected to assist in the preparation of this
