Customer Service and Logistics Manager

Overview

We are recruiting!

Our 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.

To apply, or for more information, follow the link below.

Customer Service and Logistics Manager
Division/Department: Customer Service and Logistics
Position reporting directly to: Managing Director
Position reporting functionally to: Group CSL and Internal Control Manager

Job purpose:
Lead the Customer Service and Logistics (CSL) department of the company.
Customer Service has the primary responsibility of ensuring the effective planning, execution, management, and monitoring of the entire order-to-cash processes. This includes:
• Customer Service:
• Supervision of sales orders and sales execution.
• Ensure that all administrative tasks and mandatory controls applicable throughout the sales management process are effectively         implemented.
• Manage customer requests and claims.
• Ensure proper customer invoicing.
• Logistics:
• Management of the logistics activity of the organisation.
• 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

Main responsibilities:
Customer Service
• Act as supervisory role for the Customer Service activity of the company.

The tasks associated to Customer Service requiring the supervision of the CSL Manager include:
• Effective management of sales orders by Customer Service team.
• 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.
• Monitoring the proper execution and respect of the terms and conditions engaged in customer contracts.
• Supporting the customer onboarding process with the implementation of the required activities.
• 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’ needs timely and effectively.
• 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.
• Monitor the effective billing of customers and ensure that invoices are properly delivered to them.
• 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.
• Manage any other existing tools supporting the sales administration process.
• Manage and perform the supervision of the customer claims process to ensure claims are properly and timely addressed, with root cause analysis, formal conclusions.
• Contribute to the improvement of the sales management process.
Logistics
• Lead the logistics team and act as the key manager for the logistics activity.
• Ensure that logistic activities are effectively and efficiently implemented.

The tasks associated to the logistics activity requiring the supervision of the CSL Manager include:
• Support the supply planning activity, (both primary and internally within the country).
• Ensure the required planning methodologies, analysis and data collection are implemented to facilitate Management supply decisions.
• Supervise the product receiving into the terminals and depots.
• Perform planning, scheduling, and dispatching of loading orders, including transport, terminal and depots (who, how and where).
• Ensure product availability and allocation to the depots (owned and hospitality) and intra-tank transfers in line with the sales and distribution strategy
• Check with the transporters the availabilities of trucks, plan and optimize the deliveries to customer’s site
• Confirm product delivered by Downstream Operations to transporters or end customers.
• Supervise the execution of road and rail transport contracts (Validity, into-transit losses monitoring, keeping the trucks vetting, transporters and drivers’ databases).
• Supervision of the customs management process.
• Ensure trade compliance, adherence with the applicable regulations and mandatory proceedings.
• Supervise and ensure proper customs recordkeeping
• Supervisory review of the stock (mass balance) reconciliation process.
• Follow up the stock reconciliation between Operations and Finance (daily stock reconciliation dashboard between physical stock levels and stock balances in the ERP system).
• Follow-up and monitor into-transit gains and losses according to the industry and company procedures.
• Ensure the claim and recovery of losses beyond the applicable tolerance from the stakeholders (transport company, hospitality depot).

Other responsibilities:
• Maintain, monitor and report key performance indicators (KPI’s) linked to the customer service and logistic activities.
• Organize and coordinate the necessary training and guidance to the logistics team.
• Ensure proper knowledge transfer.
• Supervise and control the activities of the personnel under his supervision, follow-up of their objectives
• Create a strong working relationship with other supporting departments.
• Ensure coordination and promote efficient team spirit among the team, develop the capacity of team members through training and mentorship.
• Monitor and enforce full compliance on the company policies and objectives throughout the sales processing activity.

Key working relations:
Internal: Sales Department members, Credit Controller, Legal Officer, Internal Control Officer
External: End customers

Experience & education required:
• 5 years working experience in Supply Chain, Business Support, Customer Service, Logistics, Transit or similar departments or disciplines in petroleum industry sector.
• Experience in oil & gas downstream sector is preferred.
• At least a bachelor’s degree in any of these areas: finance, supply chain management, logistics, transportation or similar.
• Proficiency in Microsoft suite applications (Word, Excel, PowerPoint)

Other Requirements/skills/competencies:
• Organized, disciplined and project-oriented.
• Integrity, rigor, and respect of governance principles
• Autonomy & responsibility
• Managerial, experience in team development and departmental leadership

Training and Development (required to perform the job or to be completed in the role)
Internal:
• Group’s values and behaviours.
• Code of Conduct (Group + affiliates’).
• Product Induction (Oil, LPG, Lubricants).
• Company Policies and Procedures.

“All candidates are required to obtain their ZAQA certification from the Zambia Qualifications Authority (ZAQA)”