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Immediate Superior: Resource & Systems Lead
Location: Cape Town
Function: Supply Chain
Sub Function: Customer Service and Logistics
Type of Contract: Permanent
Reference Number: 143431
Applications are invited for a Systems Support Specialist position in our Customer Services team based in Cape Town.
This person will report to the Resource & Systems Lead and be repsonsible for Electronic Data Interchange (EDI) order processing, data alignment and configuration. Coordination of EDI on-boarding, utilization, enhancements and day-to-day monitoring of orders received via EDI.
Key Performance Areas would include, but are not limited to:
Operations Management
- Escalation of integration issues that cannot be resolved (D&T, Integration Partners)
- Continuously drive Straight Through processing (STP) of orders
- Formulate material specifications and data alignment for new account or customer implementations
- Coordinate EDI testing with D&T and Third Parties Interface Service Providers – new accounts and upgrades
- Identify EDI Order improvement requirements that will contribute to improvement in Zero Touch, STP and NPS
- Management of Global Location Number (GLN) and EDSDC (Maintenance of EDI Order Rules at a customer level).
- Execute and Support EDI DBB project activities for the Customer Service Centre (OMS/AOT/RQC)
IDOC (Intermediate Document) interrogation where required EDI Training where required - Project Increment (PI) and system enhancements agile contributor support for the Customer Service Centre
- Document operational change requirements for systems enhancement and track the progress of these enhancements with the various support departments
- Execution of the System Administration and Support function for various systems (Salesforce, WhatsApp,
- Drive automation initiatives and continuous improvement
- Acts as product owner for systems supported
- Multiskilling to support Operations Support Coordinators and Operations Support Coordinator
- Actively drive continuous improvement using TPM Methodology Management of Daily Outbound Contact Request / Call List management
Customer Service
- Daily maintenance of SAP EDI orders exceptions worklist (Material Master, EAN, Tied Empties)
- Daily customer engagements for Material Master Data product discrepancies and EAN alignment issues identified
- Identify and Resolve data discrepancies from interfaces including IDOC interface monitoring, issue resolution and re processing of orders
- Escalate system outages timeously to limit disruption within the Customer Service Centre
Sales
- Coordination of New Account on take for EDI customers
- Execution of customer on-boarding activities for B2B Eazle customer support (On boarding, Hypercare and Business As usual) on Salesforce
Operations KPI’s
- CFR: Case Fill Rate
- ZTO: Zero Touch Orders
- NPS: net Promotors Score / VOC - Voice of Customer
- EDI Straight Through Processing (STP)
- RTC customer placing orders
The successful candidate must have the following qualification, skills and experience:
- Diploma / Degree or 15 years equivalent work experience in Information Systems, Information Technology, Logistics, Business Administration or relevant business qualification
- 3 - 5 years’ experience in managing a similar function in a Logistics, Sales or other Customer Service driven environments
- Demonstrated experience with interface development/management tools, integration/interface data exchange standards
- Contact Centre Omni Channel systems
- Demonstrated experience working with Electronic Data Interchange (EDI) for day-to-day order processing
- Good written and verbal communication skills
- Good analytical skills along with the ability to create and present detailed reports and graphical representations
- Good knowledge of the Microsoft Office suite of products, Enterprise Resource Planning (SAP ERP), Salesforce
- Advanced MS-Excel reporting capabilities
- Business Requirement Specification (BRS) documentation
The Company’s approved Employment Equity Plan and Targets will be considered as part of the recruitment process. As an Equal Opportunities employer, we actively encourage and welcome people with various disabilities to apply. Heineken Beverages (South Africa) (Pty) Ltd) is committed to an organisational culture that recognises, appreciates and values inclusion and diversity. You must be fully eligible to live and work in South Africa to apply.
