Responsibilities

Order Management Process

• Coordinate stock allocation and bucket loading with the IOMS and Demand Planning department

• Load, extract, import and process orders from time of receipt from customer.

• Send exported QA report to Commercial Credit department for credit vetting purposes

• Correlate with Commercial Modelling and Device Pricing (Pricing and Intelligence) team for pricing, discounts and margins alignment.

• Facilitate credit hold release and batching

• Ensure quality control checks have been applied; stock allocation and forecast, pricing, stock availability.

• All customer requests over forecast must be authorised within PPP

• Drive end-to-end process from receipt to delivery. Monitor all orders are processed from the warehouse until delivery to customer.

• Ensure that all Internal requisitions (iProc) are received, processed and delivered.

• Provide support to channels on promotional enquiries, changes to accounts, orders, pricing, obsolete and distressed stock

• Complete QA check on all orders processed, and ensure that they are ready for Warehouse collection

• Adhere to all Service Level Agreements (SLA) and TAT·Control of documents ensure filling is done; completeness check done monthly. Archiving of files ensure easy retrieval and all folders are updated accordingly.

Stock Management

• Manage and facilitate the stock allocation and bucket loading in preparation for orders in conjunction with the Key account

managers and the demand planning team

• Conduct stock measurements by following forecast, allocation, ATP and allocation of promo plans and ensure availability of stock- SIMS

Report Generation 

• Compile, analyse and submit weekly reports to all stakeholders

• Ensure regular feedback to management on all order and distribution activities

• Provide inputs for the preparation of channel processes and electronic data in line with ISO standards

• Provide auditors with all necessary information as required and ensure that all audit points relevant to this position are dealt with timeously and accurately.

• Complete reports on a daily / weekly/monthly as required by business requirements

Customer Satisfaction

• Establish and build relationships with all relevant stakeholders

• Align service delivery to changing market conditions and channel requirements

• Understand customer needs and proactively drive and manage their expectations

• Ensure customer needs and requirements are satisfied through appropriate systems, processes and procedures

• Ensure contingency plans in place to prevent delays and enhance the customer experience and communicate effectively

• Deliver measurable results consistently for all distributors

• Drive continuous improvement as an important element of service delivery

• Service internal and external customers regarding all queries

Supervisory / Leadership / Managerial Complexity: 

• Build professionalism, loyalty and commitment to the organization

• Communicate actively and effectively resolving any potential conflicts that may arise

• Build and enforce a customer centric approach

• Build employee relations and collaborative teamwork

• Have the self-insight and flexibility to adapt to different situations

• Manage boundaries that separate units to optimise workflow

• Live the MTN Brand – change and influence employees’ behaviour