Orders Team Member

Position Purpose

Managing customer orders and customer enquiries while highly driving efficiency and accuracy

.
This position is responsible fo

• r…
  Timely and accurate entry of Orders into SAP to ensure customer satisfact
• ionSupport customer order queries across all ordering method types (phone, email, web portal and E
• DI)Meet set KPIs ensuring all performance targets are achie
• vedIdentify and help drive business opportunities to improve efficiency and service with our customers, internal business and stakehold
• ersAttending to Inbound calls and emails in a prompt and professional man

ner
Key Accountabili

• ties
  Support strategies, processes, systems use, procedures and schedules to enhance customer service capability whilst ensuring costs stay within budgeting restr
• aintsFollow directive of Orders Team L
• eaderComplete all tasks and duties as reasonably requested by your Team L
• eaderEnsure systems and processes serve the best interests of Lactalis and our customers through minimizing waste and finished good write offs whilst enhancing customer se
• rviceHelp develop and implement customer service metrics that assist in managing perfor
• manceActively seek out opportunities to enhance customer service, logistics and distribution capability through various means and initia
• tivesContribute to support and drive set logistics and distribution proce
• duresInstil a mind-set of continuous improvement individually as well as a

team











Health, Safety and Environment (HSE)

• Accountabilities
  Promote and participate in the Safety Management System and develop a proacti
• ve safety culture.Be a role model for working safely and promoting a safe wo
• rking environment.Adhere to safe work procedures and systems in consultation with elected OH&S Representatives
• and team members.Proactively contribute to the identification and resolution of
• workplace hazards.Work sa
• fely at all times.Comply with all relevant environmental legisla
• tive requirements.Actively contribute to reducing waste, conserving water and energy and other sustainab
• ility initiatives.Comply with environmental m
• anagement systems.Actively participate in understanding your environmental

responsibilities.
Leadership Accountabilities (applicable for all positions w

• ith direct reports)
  Set clear expectations and lead by example. Deliver on your commitments and st
• rive for excellence.Give timely and meaningful feedback that is us
• eful and respectful.Adopt a positive approach and appropriately recognise
• effort and results.Communicate openly and honestly, sharing inform
• ation and knowledge.Take personal responsibility for the performance and ou
• tcomes of your team.Drive supportive accountability and

engage your people.
Values

and Core Competencies
Our culture is underpinned by a set of common values, which set the standard for employee behaviour. They should be translated into every aspect of work from relationships with customers and colleagues, to the way employees conduct themse

lves o

n a daily basis.

ValuesCore Com

petencie

• sKey Behavi
• oursAmbitionPerformanc
• eContinuous Improv

• ementPeople Development
  Set high goals a
• nd drive for performanceSeek all opportunities fo
• r continuous improvementIdentify areas for devel

oping ones

• elf and
• others
  Engage
• mentLoya
• ltyAccountabilit

• yTenacityEntrepreneurship
  Support positive
• ly and protect the companyAccount for his/her own activities and acce
• pt responsibility
• for themOvercome obstaclesDemonstrate a

n entrepreneuri

• al mind-se
• t
  With Simpl
• icityPragmati

• smTransparencyAccessibility
  Work in a practical and effectiv
• e manner (with common sense)Act and communicate w
• ith clarity and transparencyEnsure relationships are based on accessib

ility, modesty and p

roximity



Minimum

Requirements

Formal E

duc

ation andStatutory Re

quirements

• 
  
  
  NilEssential Skills and Knowledge Minimum of 3 years within Customer Service
• / Orders role in an FMCG environmentComputer Savvy – Great skills in Excel, Outlook, Word with knowledge of SAP & Salesforce preferable as well as able to quickly grasp the use of different systems, manage
• infrastructure and system challengesProfessional and friendly manner with strong verbal and written interpersonal skills, to help build effective relationships and processes with our customers, colleague
• s, higher management and stakeholdersDisplay excellent negotiation skills with ability to achieve mutual and acceptable sol
• utions to complex problems that ariseAbility to manage high pressure situations, manage and resolve issues while
• keeping calm in a level headed mannerAble to remain open minded to ideas, adapt quickly and respond well in a rapidly changing environment as well as able to encourage change and
• motivate others to respond positivelyAdvanced attention to detail, time management, accuracy, precision, mu
• lti-tasking and prioritisation skillsAble to work well in a team environment with a can do, happy to help attit
• ude while supporting other colleaguesDedicated to Lactalis as well as highly focused on continual improv
• ement both individually and as a teamCommunicate openly and honest