KEY RESULT AREAS (KRAs) and Key Tasks:
 
Safety, Health & Wellbeing: Ensure compliance and promotion of all occupational health and safety policies and procedures to ensure the safety, health and wellbeing of all employees, visitors and customers.
• Implement and follow safe work systems and ensure team members do the same
• Promote care for the safety and health of self and team members.
 
Business Conduct & Compliance: Ensure implementation and effective management of Grins Policies and Procedures. • Conduct yourself with the highest legal, moral and ethical standards
• Ensure all work practices meet company standards, relevant compliance obligations and relevant laws, including but not restricted to:
o Applicable laws relating to Occupational Health and Safety
o Employment law
o Privacy Act
o Laws relating to the protection of the environment
• Promote a culture of best-practice governance and compliance among colleagues 
• Attend all required training sessions and meetings
 
Order Processing and Fulfillment:
• Process and manage customer orders, ensuring accuracy and timely delivery.
• Collaborate with logistics and warehouse teams to monitor inventory levels and prevent stockouts.
• Work with International companies to initiate and follow through with orders and delivery
• Order fulfilment
• Liasing with 3PL re. delivery timings/bookings
• Liaise with customers re. OOS
 
Customer Relationship Management:
• Act as a liaison between the sales team and customers, addressing inquiries and providing necessary information.
• Build and maintain strong client relationships to enhance customer satisfaction and retention.
 
Sales Support:
• Follow up on leads and inquiries generated through marketing campaigns or website inquiries.
• Provide administrative support for sales activities, including documentation and record-keeping.
• Forward emails to appropriate team members as needed.
 
Logistics Management (3PL to Customer)
Order Fulfilment Coordination
• Ensure timely and accurate release of customer orders from the 3PL warehouse.
• Monitor order picking, packing, and dispatch processes to meet customer expectations and service levels.
Carrier Management
• Coordinate with freight carriers and couriers to schedule deliveries and optimise routes.
• Ensure carriers meet agreed delivery timelines and service standards.
Inventory Accuracy
• Maintain real-time visibility of inventory levels at the 3PL to prevent stockouts or overstocking.
• Reconcile inventory discrepancies between internal systems and 3PL reports.
Customer Communication
• Provide proactive updates to customers on order status, tracking information, and delivery timelines.
• Manage customer inquiries and resolve delivery issues such as delays, damages, or incorrect shipments.
Performance Monitoring
• Track key logistics KPIs such as on-time delivery rate, order accuracy, and customer satisfaction.
• Conduct regular performance reviews with the 3PL to ensure continuous improvement.
Returns and Reverse Logistics
• Oversee the returns process, ensuring returned goods are processed efficiently and in line with company policies.
• Coordinate with the 3PL to manage restocking or disposal of returned items.
Compliance and Documentation
• Ensure all shipments comply with customer requirements, legal regulations, and documentation standards.
• Maintain accurate records of shipments, delivery confirmations, and customer communications.
 
Stock Complaints, Issue Resolution & DIFOT Management
Stock Complaint Handling
• Receive, log, and investigate all stock-related complaints from customers (e.g., damaged goods, incorrect items, short deliveries).
• Coordinate with the 3PL, warehouse, and internal teams to identify root causes and implement corrective actions.
• Communicate resolutions clearly and promptly to customers, ensuring a positive service experience.
DIFOT Monitoring and Reporting
• Track and analyse DIFOT performance metrics regularly to assess delivery reliability and fulfilment accuracy.
• Identify trends or recurring issues affecting DIFOT and work with relevant teams to address them.
• Prepare and share DIFOT reports with internal stakeholders and customers as required.
Customer Communication & Relationship Management
• Maintain proactive communication with customers regarding order status, delays, or issues.
• Build strong relationships with key customer contacts to foster trust and transparency.
Internal Coordination
• Work closely with Sales, Customer Service, and Operations teams to ensure alignment on customer expectations and service delivery.
• Escalate critical issues internally and drive resolution through cross-functional collaboration.
Documentation & Compliance
• Maintain accurate records of all complaints, investigations, and resolutions for audit and reporting purposes.
• Ensure all processes comply with company policies and customer agreements.
GS1 Issuing and Verification • Generate and assign GS1-compliant barcodes (GTINs) for all new products in accordance with global standards.
• Maintain an accurate and up-to-date GS1 registry, ensuring all product data is correctly linked to its respective GTIN.
• Generate and assign GS1-compliant barcodes (GTINs) for all new products in accordance with global standards.
• Maintain an accurate and up-to-date GS1 registry, ensuring all product data is correctly linked to its respective GTIN.
 
Administrative Support:
• Provide general administrative support to the sales and financial team including scheduling meetings, preparing documents, and handling correspondence.
 
Data Management:
• Onboard new customers and ensure accurate entry of customer information into systems.
• Maintain and update all price lists.
 
Contract and Lead Management and Administration
• Manage end-to-end contract administration, including drafting, reviewing, and maintaining agreements with customers and suppliers, ensuring compliance with legal and company requirements, and supporting procurement and tender processes.

 

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