Title:  Customer Services & Logistics Analyst

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Immediate Superior: Capability Manager 
Job Grade: 15 
Location: Tygervalley
Function: Supply Chain
Sub Function: Customer Service and Logistics
Type of Contract: Permanent
Reference Number:137358
Closing Date: 02/06/2025

Applications are invited for a Customer Service & Logistics Analyst position in our Capability team based at Tygervallley (The Hive).
This person will report to the Capability Manager and be repsonsible for monitoring and controlling the performance of the CS&L team. This by interpreting data to identify improvement areas and trends with the aim to deliver value (driving process efficiency, increase customer satisfaction and reduce costs.

Key Performance Areas would include, but are not limited to:

TPM: 
Uses TPM methodology and Customer Value Pillar as tool-kits for continuous improvement. Contributing to DCS to drive and optimize performance.

Customer Profitability: 

Actively drives insights on Customer Profitability by:

• Ensuring Cost-2-Serve (C2S) visibility in-place and periodically updated (per Customer and SKU)
• Supporting business cases creation per customer based on C2S.
• LTT agreements are measured, tracked, reviewed,
• Supports the Key Account Manager(s) in negotiations with customers with having the right insights.

Data Driven Decision Making

• Use data-driven insights to tailor services, improve customer experience, and drive continuous improvement in customer service operations.
• Analyse key performance metrics such as customer satisfaction scores, response times, resolution rates, and customer feedback.
• Interpret CS&L dashboards on service state and performance
• Identify trends, areas of improvement, and successes to inform strategic decisions and optimize service processes.
• Execute Root Cause Failure Analysis on KPIs

Master Data Management

• Ensure that all master data is up to date by following the standard processes that have been agreed upon with the various stakeholders (customers, commerce, finance, planning, logistics, LSPs, etc.).

The successful candidate must have the following qualification, skills and experience:

• University level: Bachelor or Master degree in the field of Supply Chain management or Data Science.
• +5 relevant experience within Supply Chain, preferably Customer Service & Logistics. 
  Prefered experience working with: Microsoft 365 apps, SAP S/4HANA, PowerBI, SAP Analytics Cloud, Cost2Serve, Any other data analytic/sciences are a plus: eg. Phyton

The Company’s approved Employment Equity Plan and Targets will be considered as part of the recruitment process. As an Equal Opportunities employer, we actively encourage and welcome people with various disabilities to apply. Heineken Beverages (South Africa) (Pty) Ltd) is committed to an organisational culture that recognises, appreciates and values inclusion and diversity. You must be fully eligible to live and work in South Africa to apply.