Administrator - Channel Operations.Commercial Operations SA

Manage, facilitate and maintain customer accounts in line with all new products/device launches and new promotions. Implement plans, controls and standards for optimum performance in alignment to the channel strategy and the overall MTN SA strategy. Ensure all orders received from the customer are processed within the SLAs set by management

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, analyze 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 businessl 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

Education

•Matriculation •Diploma in Business Studies •Fluent in English and language of country preferable   Experience •Minimum of 2 years’ experience in an area of specialisation; with experience in working with others •Experience working in a small to medium organization