Customer Services Manager - Domestic

The Position

Roche Diagnostics in Midrand is seeking a Customer Services Manager to manage the Domestic team.

The main purpose of this role is to manage logistics operations and stakeholder relationships to support delivery of products to achieve business sales targets and objectives. The role involves being accountable for the logistics management of customer orders, for the domestic SA market, from order entry to delivery to ensure that the customers receive their orders within the expected time period as well as the management of the logistics relationship between third party providers, the customer and the Management Centre. The role involves providing domestic SA customers with the best-in class customer service by leading, motivating and developing the customer service team and to increase customer satisfaction.

Key Responsibilities

Strategic and Compliance Management

• Contribute to the operations strategy for Roche Diagnostics SA by reviewing the business strategy and the Roche Global operations strategy and drafting inputs annually
• Implement the operations strategy by reviewing the finalized Roche Diagnostics SA operations strategy, developing the required implementation plans, delegating to team and managing the delivery against the strategy
• Manage the development and implementation of operations policies and procedures by reviewing policies, identifying policy gaps, drafting policies and managing implementation of policies annually and as required
• Monitor compliance with operations policies and procedures, identify areas of non-compliance, address non-compliance and track improvements
• Monitor legislative and regulatory changes by reviewing the landscape, identifying changes, analysing and interpreting the impact of the changes, integrating the changes into the policies and procedures and communicating these changes
• Participate in the audit (internal and external) process by responding to queries, preparing reports and addressing any issues

Logistics and Controls Management

• Report on performance by tracking department performance against targets, identifying progress and areas of concern, drafting reports and submitting quarterly and as required
• Manage operational performance by tracking performance against targets, identifying anomalies and implementing corrective action monthly and as required
• Manage the submission of finalised sales report to finance monthly by reviewing the inputs, quality controlling the report and providing support to team monthly
• Manage drop shipments delivery by overseeing the schedules, addressing any areas of non-compliance, resolving escalated queries and implementing corrective action
• Manage distributor compliance by reviewing all areas of non-conformance, identifying trends and repeat errors, addressing the issue with the distributors and developing solutions to resolve the issues
• Manage reverse logistic activities and costs by tracking all reverse logistic activity costs, monitoring and reporting on total cost implications against target and implementing corrective action to address repeat issues

Stakeholder Management

• Manage the service level agreements (SLA) with transporters by monitoring the compliance with the agreement, addressing any areas on non-compliance, recommending implementation of penalties for suppliers and providing feedback to management
• Manage the relationship with the global and local suppliers by tracking activities against the operational agreement, addressing areas of non-compliance and implementing corrective action as required
• Manage the relationships with regulatory bodies and chamber of commerce in South African and other regions by tracking changes within the various countries, meeting with the relevant stakeholders, tracking the implication and impact of the changes and providing feedback to all stakeholders
• Provide support and data to internal stakeholders by receiving the request, extracting the required information, preparing the report and presenting it
• Manage relationships with customers and suppliers by participating in meetings, presenting options on improvements to the engagements, resolving queries in line with escalation and notification SOPs and providing support

Financial Management

• Develop the department budget by identifying activities and costs, preparing the budget and submitting it annually and as required
• Manage expenditure by tracking spend against budget allocations, approving expenditure, address any budget variances and provide feedback monthly and as required

Staff Leadership & Management

Define staff requirements, resourcing the team by retaining, recruiting, selecting and appointing staff as required, inducting new staff members, monitoring and managing performance and managing staff development.

You, as an ideal candidate, will have the following skills, experience and education:

• Qualifications: National Diploma in Logistics Management / Supply Chain Management or a related diploma (NQF 6)
• Experience: 5-7 years experience in logistics / supply chain management or similar

Who we are

At Roche, more than 100, 000 people across 100 countries are pushing back the frontiers of healthcare. Working together, weve become one of the worlds leading research-focused healthcare groups. Our success is built on innovation, curiosity and diversity.

Roche has played a pioneering role in healthcare as an innovator of products and services for the early detection, prevention, diagnosis and treatment of diseases. The company has operated in South Africa since 1947.The local office of Roche Diagnostics is based in Midrand, Johannesburg and it has offices throughout Southern Africa and Sub-Sahara Africa. We employ over 180 employees in our Diagnostics division.

Roche is an Equal Opportunity Employer.