Details
Closing Date
2025/06/06
Reference Number
RCL250526-1
CompanyRCL FoodsJob TitleCustomer Service ControllerFunctionsSupply ChainJob Type ClassificationPermanentLocation – Town / CityRandfonteinLocation – ProvinceGautengLocation – CountrySouth AfricaJob Description
RCL FOODS is on the hunt for a Customer Service Controller who is brilliant at the basics to join the Groceries Division. The role will be based in Randfontein and will report to the Logistics Manager.
The successful incumbent will need to lead the Customer Experience (CX) Team (inclusive of order acceptance, stock allocation and exports execution). Co-ordinate operations with the distribution service providers, and supply chain teams in order to deliver customer service within the agreed budget. Be the first line of escalation for all distribution operations related and customer service queries and directly drive resolution of these.
Minimum Requirements
Degree or equivalent diploma in Supply Chain, Engineering, Logistics or an equivalent qualification with at least 4 years’ experience in a customer service environment.
4 years+ operational experience within an operations Supply Chain team (eg: Supply Chain Planning, Call Centre Supervisory or Distribution Supervisory experience).
Prior team management experience would be preferred.
Strong transport planning and optimisation credentials preferred.
Working knowledge of an ERP system (Syspro and flow centric preferable).
Working knowledge of MS Office, PowerBI intermediate level in Excel.
Sound knowledge of transport planning, fleet management, warehousing and distribution.
Duties & Responsibilities
Order Management:
Oversee and optimize the order-to-delivery process to ensure accurate and timely fulfilment.
Coordinate with front end teams, logistics and broader Supply Chain teams to manage stock levels and delivery timelines.
Monitor order accuracy and resolve discrepancies.
Ensure orders are maintained for relevance, close historical sales orders and drive process improvement.
Customer Service Levels Analysis, Query Resolution and Process Improvement:
Track distribution team performance through daily reports, correcting service failures within the same week.
Implement measures to resolve ongoing issues affecting customer service.
Collaborate with CX, distribution, customer teams, and supply planning to meet expectations and report deviations.
Work closely with warehouse and sales teams to address order shortfalls and fairly allocate available stock.
Managing Distribution Planning and Requirements:
Attend relevant meetings and engage relevant stakeholders to drive improvements in customer service through identifying root cause of issues and driving sustainable action plans as well as introducing value adding solutions. Ensure transporter adherence to SLAs.
Ensure stock is correctly split between bulk onsite storage and the various depots nationally.
Ensure customer service level targets are met throughout.
Manage stockage profiles and make recommendations when stock begins to age or move the stock to fast moving facility to avoid write-off costs.
Primary Transport Planning:
Review and challenge the consolidated national transport requirements, driving a reduction in cross-regional movements and an increase in vehicle utilisation (maximising stock in vehicles, including looking for opportunities across categories and formats).
Make decisions in the prioritisation of primary transport when there are insufficient vehicles to cover the day’s requirements.
Work closely with the Primary transport team to ensure availability of vehicles, and on time delivery to customer.
Stock Management and Reporting:
Use the “Available to Promise” report daily to review days cover.
Monitor and follow up on open deliveries not picked and blocked stock.
Report consistent non-compliance with on-time arrival at customer, branch and warehouse as this has significant onward impact on service and cost.
Use appropriate reports to accurately identify problems with actual orders and resolve with the party responsible.
Stock Allocation Execution:
Attend the appropriate meetings where stock allocation (capping) decisions are made to ensure full understanding of the business intention.
Using the outcome of the meeting, ensure that the order acceptance team are briefed according and ensure the business decisions are accurately executed.
Capping will be used to manage customer jabs, stock shortages, stock auctions, etc.
Export Planning and Execution:
Supervise and lead the export team: this involves assigning tasks, providing guidance, and conducting performance evaluations to ensure the team’s effectiveness and efficiency.
Collaborate with senior management to develop and implement the company’s overall export strategy.
Ensure that the export team complies with all relevant laws, regulations, and trade policies.
Distribution Budget Input:
Provide input into the annual distribution budget using warehousing and transport requirements from supply planning.
Work closely with the distribution service provider and planning team to identify opportunities to save costs and improve supply chain efficiencies.
Work closely with national planning to minimize transport costs.
Team Management:
Lead, train, and mentor the CX Team, conduct performance reviews, and set clear KPIs to ensure targets are met.
Foster a high-performance, customer-focused, and accountable culture.
Cross-Functional Collaboration:
Align with front-end teams, Logistics, Manufacturing, and Supply Chain on promotions, launches, and supply issues.
Contribute to cost-saving initiatives, system enhancements (SAP, Syspro, etc), service improvements, and product changes.
Reporting & Analysis:
Track Customer Service metrics, generate reports, and provide leadership insights with recommendations for improvement.