Coordinator (Snacks, Email, Distributors, Web Portal and Baler Ordering) - Cape Town HQ-ZAF at PepsiCo

What we’re looking for:

We are looking for a Coordinator to join our dynamic team. The role is physically located in Cape Town reporting to the Order Process Manager. The successful candidate will be responsible for the effectiveness of order processing and management of all Email ordering, Baler Ordering for Snacks (Simba) business, Distributor ordering and Web portal management. They will also oversee the manual Order Management team for the whole Simba SA Business Unit. Responsible for the performance and management of 7 direct reports, managing the productivity initiatives for baler ordering by partnering with the planning teams to ensure optimal efficiencies, Continuous analysis, review and/or revision of business processes and supporting systems to ensure financial, time savings and service level improvements can be recognized. Responsibilities also include monitoring and analysing baler order management and order fulfilment KPI dashboards to identify performance opportunities that increase the fulfilment of customer orders and customer experience. Snacks email ordering is an insourced function that will report into the same structure. The role will work closely with the Sales Administration team, Warehousing, Customer Support Leads, Demand Planning, GTM teams and Supply Chain Management to ensure the highest level of customer satisfaction. This role requires high levels of initiative, independent decision making, and cross-functional collaboration in an ambiguous, go-to-market environment.

The successful candidate will also be responsible for the following:

• Implement and ensure compliance to the organisations Order management rules
• Drive initiatives on continuous improvement to the companies ordering and customer service processes

Manage all the Customer Interaction Centre’s (CIC) outputs and KPIs:

• HIT rate
• NPD execution and distribution
• Call compliance
• Call centre service level
• Abandoned call rate
• Daily, weekly and monthly reporting
• NOD compliance
• Tracking of open order report
• Collaborate across teams and stakeholders to drive NOD & NDD compliance
• Collaborate and work across functions to implement processes to curb non-adherence to NODs and NDDs
• Grow, lead and enhance the CIC to a world class function
• Accountable for all Order management key controls and compliance thereto
• Provide and implement remediation for non-adherence to key controls
• Work closely with the Field Sales teams to ensure order efficiency, order rules are met and NOD compliance
• Establish order management / CIC KPIs which must be aligned to support the organisations business strategy
• Support the CIC on the Baler ordering process to ensure smooth effective execution
• Manage the productivity initiatives across all CIC deliverables to ensure optimal efficiencies
• Continuous analysis, review and/or revision of business processes and supporting systems to ensure financial, time savings and service level improvements can be recognised
• Be responsible for assuring policies, processes and procedures follow best practices and comply with PepsiCo guidelines
• Monitor and analyse order management and order fulfilment KPI dashboards to identify performance opportunities that increase the fulfilment of customer orders and the customer experience
• Continuously look for efficiency opportunities to automate manual processes, leading to cost reductions and increased performance outcomes
• Provide a high standard wholistic customer service to customers (go above and beyond to deliver)
• Building strong strategic relationships with clients / customers and internal stakeholders
• Deliver and support on projects
• Conduct benchmarking exercises within the Call centre environment to ensure the organisation is keeping up with current market developments and enhancements

Qualifications

What will qualify you for the role

• Minimum Grade 12
• Degree will be advantageous
• Minimum of 1 years’ experience within fast-paced supply chain operation
• Good analytical and data analysis skills
• Good understanding of a Call centre environment
• Knowledge of FMCG products and market 
• Understanding of a diverse customer base 
• Understanding of ERP system process and key system functions related to demand planning, master scheduling and inventory management
• Microsoft Excel skills
• Basic presentation skills
• Knowledge of supplier management, logistics, and supply chain
• Efficient communication skills, written and verbal
• Passionate about the customer and sustainable mobility
• Able to plan and prioritize work to meet commitments aligned with broader order management goals