Systems Support Specialist
- Cape Town, Western Cape
- Permanent
- Full-time
Immediate Superior: Resource & Systems Lead
Location: Cape Town
Function: Supply Chain
Sub Function: Customer Service and Logistics
Type of Contract: Permanent
Reference Number: 143431Applications are invited for a Systems Support Specialist position in our Customer Services team based in Cape Town.
This person will report to the Resource & Systems Lead and be repsonsible for Electronic Data Interchange (EDI) order processing, data alignment and configuration. Coordination of EDI on-boarding, utilization, enhancements and day-to-day monitoring of orders received via EDI.Key Performance Areas would include, but are not limited to:Operations Management
- Escalation of integration issues that cannot be resolved (D&T, Integration Partners)
- Continuously drive Straight Through processing (STP) of orders
- Formulate material specifications and data alignment for new account or customer implementations
- Coordinate EDI testing with D&T and Third Parties Interface Service Providers - new accounts and upgrades
- Identify EDI Order improvement requirements that will contribute to improvement in Zero Touch, STP and NPS
- Management of Global Location Number (GLN) and EDSDC (Maintenance of EDI Order Rules at a customer level).
- Execute and Support EDI DBB project activities for the Customer Service Centre (OMS/AOT/RQC)
- Document operational change requirements for systems enhancement and track the progress of these enhancements with the various support departments
- Execution of the System Administration and Support function for various systems (Salesforce, WhatsApp,
- Drive automation initiatives and continuous improvement
- Acts as product owner for systems supported
- Multiskilling to support Operations Support Coordinators and Operations Support Coordinator
- Actively drive continuous improvement using TPM Methodology Management of Daily Outbound Contact Request / Call List management
- Daily maintenance of SAP EDI orders exceptions worklist (Material Master, EAN, Tied Empties)
- Daily customer engagements for Material Master Data product discrepancies and EAN alignment issues identified
- Identify and Resolve data discrepancies from interfaces including IDOC interface monitoring, issue resolution and re processing of orders
- Escalate system outages timeously to limit disruption within the Customer Service Centre
- Coordination of New Account on take for EDI customers
- Execution of customer on-boarding activities for B2B Eazle customer support (On boarding, Hypercare and Business As usual) on Salesforce
- CFR: Case Fill Rate
- ZTO: Zero Touch Orders
- NPS: net Promotors Score / VOC - Voice of Customer
- EDI Straight Through Processing (STP)
- RTC customer placing orders
- Diploma / Degree or 15 years equivalent work experience in Information Systems, Information Technology, Logistics, Business Administration or relevant business qualification
- 3 - 5 years' experience in managing a similar function in a Logistics, Sales or other Customer Service driven environments
- Demonstrated experience with interface development/management tools, integration/interface data exchange standards
- Contact Centre Omni Channel systems
- Demonstrated experience working with Electronic Data Interchange (EDI) for day-to-day order processing
- Good written and verbal communication skills
- Good analytical skills along with the ability to create and present detailed reports and graphical representations
- Good knowledge of the Microsoft Office suite of products, Enterprise Resource Planning (SAP ERP), Salesforce
- Advanced MS-Excel reporting capabilities
- Business Requirement Specification (BRS) documentation