Overview
\nWe are recruiting!
\nOur client in Lusaka, is looking for a Customer Service and Logistics Manager to join their team for a job vacancy within the energy\/oil\/gas industry.
\nTo apply, or for more information, follow the link below.
\nCustomer Service and Logistics Manager
\nDivision\/Department: Customer Service and Logistics
\nPosition reporting directly to: Managing Director
\nPosition reporting functionally to: Group CSL and Internal Control Manager
\nJob purpose:
\nLead the Customer Service and Logistics (CSL) department of the company.
\nCustomer Service has the primary responsibility of ensuring the effective planning, execution, management, and monitoring of the entire order-to-cash processes. This includes:
\n\u2022 Customer Service:
\n\u2022 Supervision of sales orders and sales execution.
\n\u2022 Ensure that all administrative tasks and mandatory controls applicable throughout the sales management process are effectively\u00a0 \u00a0 \u00a0 \u00a0 \u00a0implemented.
\n\u2022 Manage customer requests and claims.
\n\u2022 Ensure proper customer invoicing.
\n\u2022 Logistics:
\n\u2022 Management of the logistics activity of the organisation.
\n\u2022 Supervisory role for the receipt of hydrocarbon products into the depot(s) and terminal(s), effectiveness of the customs clearing process, the planning and dispatching process, product delivery, inter-tank\/intra-tank transfers assessment and control of into-transit gains and losses
\nMain responsibilities:
\nCustomer Service
\n\u2022 Act as supervisory role for the Customer Service activity of the company.
\nThe tasks associated to Customer Service requiring the supervision of the CSL Manager include:
\n\u2022 Effective management of sales orders by Customer Service team.
\n\u2022 Ensure administrative tasks and mandatory controls over the sales order management process are effectively implemented. This includes (but is not limited to) KYC, credit check, pricing review, stock availability check, monitoring of sales execution and customer claims management.
\n\u2022 Monitoring the proper execution and respect of the terms and conditions engaged in customer contracts.
\n\u2022 Supporting the customer onboarding process with the implementation of the required activities.
\n\u2022 Acting as single point of contact with customers with regards to the sales management and execution process and ensuring CS team understands and attends to customers\u2019 needs timely and effectively.
\n\u2022 Ensuring the accuracy, completeness and timeliness of all administrative tasks involved in the sales orders process, including the capture of sales orders, modifications, cancellations, sales execution monitoring, invoicing, document management and recordkeeping.
\n\u2022 Monitor the effective billing of customers and ensure that invoices are properly delivered to them.
\n\u2022 Perform the administration of the fleet card systems for both the B2B and retail business line. Ensure proper management of fleet cards for customers, transport fleets and service stations in accordance with the services engaged by the customers.
\n\u2022 Manage any other existing tools supporting the sales administration process.
\n\u2022 Manage and perform the supervision of the customer claims process to ensure claims are properly and timely addressed, with root cause analysis, formal conclusions.
\n\u2022 Contribute to the improvement of the sales management process.
\nLogistics
\n\u2022 Lead the logistics team and act as the key manager for the logistics activity.
\n\u2022 Ensure that logistic activities are effectively and efficiently implemented.
\nThe tasks associated to the logistics activity requiring the supervision of the CSL Manager include:
\n\u2022 Support the supply planning activity, (both primary and internally within the country).
\n\u2022 Ensure the required planning methodologies, analysis and data collection are implemented to facilitate Management supply decisions.
\n\u2022 Supervise the product receiving into the terminals and depots.
\n\u2022 Perform planning, scheduling, and dispatching of loading orders, including transport, terminal and depots (who, how and where).
\n\u2022 Ensure product availability and allocation to the depots (owned and hospitality) and intra-tank transfers in line with the sales and distribution strategy
\n\u2022 Check with the transporters the availabilities of trucks, plan and optimize the deliveries to customer\u2019s site
\n\u2022 Confirm product delivered by Downstream Operations to transporters or end customers.
\n\u2022 Supervise the execution of road and rail transport contracts (Validity, into-transit losses monitoring, keeping the trucks vetting, transporters and drivers\u2019 databases).
\n\u2022 Supervision of the customs management process.
\n\u2022 Ensure trade compliance, adherence with the applicable regulations and mandatory proceedings.
\n\u2022 Supervise and ensure proper customs recordkeeping
\n\u2022 Supervisory review of the stock (mass balance) reconciliation process.
\n\u2022 Follow up the stock reconciliation between Operations and Finance (daily stock reconciliation dashboard between physical stock levels and stock balances in the ERP system).
\n\u2022 Follow-up and monitor into-transit gains and losses according to the industry and company procedures.
\n\u2022 Ensure the claim and recovery of losses beyond the applicable tolerance from the stakeholders (transport company, hospitality depot).
\nOther responsibilities:
\n\u2022 Maintain, monitor and report key performance indicators (KPI\u2019s) linked to the customer service and logistic activities.
\n\u2022 Organize and coordinate the necessary training and guidance to the logistics team.
\n\u2022 Ensure proper knowledge transfer.
\n\u2022 Supervise and control the activities of the personnel under his supervision, follow-up of their objectives
\n\u2022 Create a strong working relationship with other supporting departments.
\n\u2022 Ensure coordination and promote efficient team spirit among the team, develop the capacity of team members through training and mentorship.
\n\u2022 Monitor and enforce full compliance on the company policies and objectives throughout the sales processing activity.
\nKey working relations:
\nInternal:\u00a0Sales Department members, Credit Controller, Legal Officer, Internal Control Officer
\nExternal:\u00a0End customers
\nExperience & education required:
\n\u2022 5 years working experience in Supply Chain, Business Support, Customer Service, Logistics, Transit or similar departments or disciplines in petroleum industry sector.
\n\u2022 Experience in oil & gas downstream sector is preferred.
\n\u2022 At least a bachelor\u2019s degree in any of these areas: finance, supply chain management, logistics, transportation or similar.
\n\u2022 Proficiency in Microsoft suite applications (Word, Excel, PowerPoint)
\nOther Requirements\/skills\/competencies:
\n\u2022 Organized, disciplined and project-oriented.
\n\u2022 Integrity, rigor, and respect of governance principles
\n\u2022 Autonomy & responsibility
\n\u2022 Managerial, experience in team development and departmental leadership
\nTraining and Development (required to perform the job or to be completed in the role)
\nInternal:
\n\u2022 Group\u2019s values and behaviours.
\n\u2022 Code of Conduct (Group + affiliates\u2019).
\n\u2022 Product Induction (Oil, LPG, Lubricants).
\n\u2022 Company Policies and Procedures.
\n\u201cAll candidates are required to obtain their ZAQA certification from the Zambia Qualifications Authority (ZAQA)\u201d<\/p>\n
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