Reckitt, Johannesburg, Gauteng, South Africa

We are Reckitt.
Home to the world's best loved and trusted hygiene, health, and nutrition brands. Our purpose defines why we exist: to protect, heal and nurture in the relentless pursuit of a cleaner, healthier world. We are a global team united by this purpose.
Join us in our fight to make access to the highest quality hygiene, wellness, and nourishment a right and not a privilege.

About The Role

The Customer Service Executive is responsible for owning the relationship with the customer supply chain. They are responsible for collaborating with Reckitt Customer Sales teams, Reckitt Logistics Team, Customer teams, and 3PL. They will need to have a clear understanding of customer expectations on KPI's, provide visibility of their customer scorecards internally, and deliver on customers' KPI expectations. Managing the day-to-day operations of their customer accounts including communication with customers on operational issues, driving credit note reduction plan actions, project managing joint business plan initiatives, and a high focus on Pack Fill Rate (PFR) service level improvement in their accounts.

Your responsibilities

Attend to daily customer queries within 30 mins turnaround time
Follow up with 3PL to ensure best possible booking slots are secured for DC orders
Quarterly master data maintenance for responsible customer accounts
Weekly meetings with customer sales team & customers to review service, upcoming recoveries, credit notes, and new store openings
Work closely with order entry team to flag any pricing and obsolete EDI drops to Sales team immediately for resolution
Micro-manage promotional orders to ensure highest possible stock availability
Preparation for weekly internal meetings and monthly decks
Lead joint business plan discussions with clear timelines and deliverables
Drive actions to ensure satisfactory results in Customer Satisfaction Surveys
Motivate and guide your team to optimise workflows and amplify service excellence.

The experience we're looking for

Solid background in customer service with a grasp of commercial insights and technical know-how.
Demonstrated success in collaborating for project delivery with various stakeholders.
Proficient in identifying and meeting the unique requirements of customers.
Experience in team leadership, with an ability to foster a strong customer-oriented culture.
Analytical thinker with intermediate technical skills, supported by advanced data analytics knowledge.
Supply chain, logistics, and business process improvement expertise.
Knowledge of order entry systems such as JDE is beneficial.
Advanced skills in Excel, PowerPoint, and other Microsoft Office platforms.
Good understanding of customer trading terms.

The skills for success

Supply Chain Management
Business Partnership
Collaboration and partnership building
Relationship Management
Business Acumen
Productivity management
Improve business processes
Advanced Analytics
Data Analytics
Supply Chain Planning
Logistics Management

What we offer

With inclusion at the heart of everything we do, working alongside our four global Employee Resource Groups, we support our people at every step of their career journey, helping them to succeed in their own individual way. We invest in the wellbeing of our people through parental benefits, an Employee Assistance Program to promote mental health, and life insurance for all employees globally. We have a range of other benefits in line with the local market. Through our global share plans, we offer the opportunity to save and share in Reckitt's potential future successes. For eligible roles, we also offer short-term incentives to recognise, appreciate and reward your work for delivering outstanding results. You will be rewarded in line with Reckitt's pay for performance philosophy.

Equality

We recognise that in real life, great people don't always 'tick all the boxes'. That's why we hire for potential as well as experience. Even if you don't meet every point on the job description, if this role and our company feels like a good fit for you, we still want to hear from you. All qualified applicants will receive consideration for employment without regard to age, disability or medical condition; colour, ethnicity, race, citizenship, and national origin; religion, faith; pregnancy, family status and caring responsibilities; sexual orientation; sex, gender identity, gender expression, and transgender identity; protected veteran status; size or any other basis protected by appropriate law.

Seniority level

Entry level

Employment type

Full-time

Job function

Supply Chain
Industries: Consumer Goods Rental

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Customer Service Executive