Team Leader Order Management at Danone

Job description

AFC - Danone Southern Africa (Pty), a subsidiary of Danone, is looking for Order Management Team Leader in South Africa (ZA) for [[filter6]]

Danone is a global food company holding top positions in healthy food through its four businesses Fresh Dairy Products, Early Life Nutrition, Waters, and Medical Nutrition. Its mission, bringing health through food to as many people as possible, embodies commitment to human progress and business success. It gives meaning to the work of our 100,000 Danoners worldwide on an everyday basis.

For passionate people looking for autonomy and exciting career opportunities, Danone truly has something special inside.

To manage the day to day operations of the Inbound service team and provide operational and administrative support to the Customer Call Centre Manager. To take overall responsibility for the development and maintenance of customer relationships and to ensure that service targets are met.

• Strategy and Planning
• Assist to develop the department's strategy, structures, and KPI's, and cascade them to the team
• Continuously provide direction to the team
• Take accountability for the use and quality of the systems and processes within their respective teams
• Drive change and lead the implementation of best practice
• Identify and execute agreed upon opportunities to improve overall call centre efficiency and processes based on inbound query management
• Controls
• Ensure the correct level of attention is given to all customer account portfolios
• Take action to ensure customer queries are resolved within the specified service level agreements
• Follow up with customers when a query has been escalated
• Overall management of Danone Backdoor rejections, ensuring that the necessary resource and skills levels are in place to meet the defined SLA's
• Analyse and provide feedback to Suppy Chain, Commercial and Call Centre on root cause analysis of back door rejections and recommendations on how these should be managed to minimise
• Manage all requests for the creation of Uplift Instructions where these requests are not channeled through the Outbound team
• Responsible for ensuring overall management of Free of Charge Orders
• Maintain customer service levels to > 94% and ensure value added customer service is achieved
• Represent the service center as a customer champion and regularly engage with customer facing team
• Formulate action plans to address customer service lessons
• Manage various multimedia Inbound channels according to defined SLA - per channel
• Provide ad hoc support to the Outbound Order Taking team as operationally required
• Reporting
• Evaluate SAP and Telephony reports on agent performance and take corrective actions when necessary
• Evaluate customer trending and KPI reports and take corrective actions when necessary
• Support the analyse of the number of claims, returns and refusals generated as a result of agent error and highlight remedial actions required to address
• Correlate leave planning and account handovers to ensure key tasks are undertaken during time of planned absence
• Track and Report team KPI achievements at agreed intervals
• Prepare management summaries to present to the Customer Call Centre Manager
• Relationship Building
• Manage the customer relationship to enable smooth resolution of queries
• Facilitate service improvement projects between the team and the customers
• Manage SLA's with the customer facing teams and the specialist teams (order support, master data and Debtors team)
• Participate in regular open forum discussions with the customer facing teams by providing insight into customer behavior and highlighting anomalies
• Build and Manage relationships with external service teams to drive efficiencies within the Danone Customer Service value chain
• Leadership and Management
• Supervise team to ensure that they are successfully carrying out their daily activities
• Manage and motivate the team in the delivery of excellent customer service
• Conduct internal performance management and IDP processes fairly and consistently, resulting in transparent succession planning and specific development areas for their teams
• Support the Call center manager with recruitment for vacancies within their team
• Facilitate the setting of team objectives and track their respective teams performance against these
• Mentor and coach team members, as required
• Monitor and Manage attendance (absenteeism) within their team

Minimum Requrements

• Grade 12 and Short Courses in customer service
• People management experience
• SAP & Ms Office exprerience
• Reliable transport
• FMCG
• Good understanding of the OTC process

For more information about Danone, its people and its business, please visit danone.com We have something special inside, do you?