Orders and Claims Administrator

Order Management

• To facilitate the accurate and timeously capture of sales and replenishment orders placed on Eastern Cape Warehousing as well as ad hoc order placement onto 3pl’s
• Accurately capture all relevant details including by not limited to customer, product, shelf life and pack size details
• Proactively engaging with the associated sales team on the status of the order and order yield
• Proactively informing the sales team of any adverse shelf life parameters and or other factors limiting the processing of the orders (e.g. credit hold)
• Evaluate all orders and ensure accuracy of all forms and inform management for all incomplete orders and verify all client information to deliver all products.
• Clarify any discrepancies e.g. shrinks/cases/pallet within 1 hour of receipt of order. Check and confirm:
  • Product Code
  • Product Description
  • Unit of measure
  • Quantity
  • Customer Account Number
  • Delivery date of order
• Determine all product requirements and prepare required ‘paperwork’ and identify correct product and pack size for shipment.
• Evaluate all complete orders to maintain accuracy and prepare replenishment requests as required. Report any shelf-life deviations as soon as possible
• Administer all correspondence with internal customers and external customers ensuring compliance to timeframe and expectations.
• Aim to fulfil the complete order by checking available stock in all locations within the network.
• Aim is to get the full order released based upon a manual intervention with debtors
• Maintain an order that has been placed upon credit hold once the hold is uplifted

Returns and Claims Management

• To facilitate the accurate and timeously resolution of Credit Returns Memo’s (CRM) raised either in terms of a claim or the physical return of stock
• Facilitating the appropriate approval by the senior staff member mandated to approve these claims
• Proactively reviewing all Trading Terms policies and processes to ensure credit notes or claims are processed in compliance to trading policy
• Escalation of approvals if no actioned within the stipulated lead time
• To minimize losses due to invalid Customer Returns by screening CRMs received from the Distributer within 24 hours of receipt and check if in line with Aspen Customer Returns Guidelines
• Following the appropriate approval from the business lead, log the respective claim onto the relevant distributor system – within 48 hours.
• Within 24 hours open CRM and verify the following details:
  • Customer Name
  • Account Number
  • Claim details
  • Product code
  • Product Description
  • Unit of measure
  • Quantity
  • Batch number
  • Expiry date
  • Reason for claim
  • Value
• Where applicable email to Manager for decision within 24 hours of receipt.
• Claims requiring additional authorization are to be emailed within 48 hours to the relevant manager for authorization.
• Upon approval claims being received the authorized response must be captured on the distributor system against the relevant CRM claim number.

Customer Service

• Collaboration with internal and external customers to ensure all orders and claims are dealt with timeously
• Proactively engaging all key players in terms of the status of claims as well as ensuring claims outside the agreed trading terms are delt with according to the prescribed SOP
• A professional attitude is displayed when responding to a customers’ needs

KNOWLEDGE

• Deep working knowledge of Commercial Trading Terms and Policies within both the Pharmaceutical and FMCG markets
• Vast experience on external and internal customer requirements, KPI’s and service expectation management
• Comprehensive knowledge on all aspects of the Order Management, as well as Claims and Returns management to ensure adherence to prescribed SOP’s

SKILLS AND ATTRIBUTES:

• Good time management
• Work in high pressure environment and ability to troubleshoot and diagnose environment with remediation plans
• Effectively and efficiently be able to prioritise and execute tasks
• Ability to interact with both internal and external customers in a professional way ensuring appropriate remediation is leveraged
• Accuracy
• Customer focussed
• Logical thinking
• Information seeking

EDUCATION & EXPERIENCE:

• Matric
• A senior certificate would be preferrable: Logistics, Distribution or Transport Economics High level diploma or senior certificate
• 5-7 years’ experience in managing aspects within a pharmaceutical Distribution and Value chain
• 5-7 years’ experience in the pharmaceutical and or FMCG industry
• 5-7 years financial experience within a supply chain environment
• 5 -7 years’ experience being directly involved in the pharmaceutical and FMCG commercial Value Chain
• Full understanding of the Pharmaceutical and FMCG Commercial Value Chain
• Previous value chain roles within the pharmaceutical industry being exposed to vast areas within the sales, commercial and distribution of FMCG and pharmaceuticals products

Aspen is committed to the principles of equal employment opportunity and suitably qualified job applicants are invited to submit their CV online on or before the 14 May 2021. Preference will be given to applicants from designated groups through a fair recruitment and selection process in accordance with laws governing employment equity, where such laws are applicable to the Aspen entity that will employ the successful candidate. If you have not heard from the HR department within 30 days of this advert closing, please consider your application unsuccessful.

Internal Applications must be completed using an Aspen mailing address after applicants have had informed their direct line managers of their application.