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Key Performance Areas
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Activities
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Clients complaints
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- Efficiently handle and resolve client complaints promptly, ensuring all complaints are addressed within a 2-hour turnaround time.
- Log complaints and address client concerns within the set turnaround time to ensure satisfaction, escalating to the Area Manager, Key Accounts Manager (KAM), or Regional Director (RD) when necessary.
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Health and Safety incident logging
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- Manage health and safety incidents by ensuring thorough documentation and investigation are completed within the turnaround time of 7 days.
- Log incidents, notify key stakeholders (Area Manager, Key Accounts Manager, H&S Manager), and track the investigation process.
- Coordinate the completion of all necessary health and safety forms and obtain confirmation from the H&S Manager.
- Manage compliance with safety regulations by adhering to established procedures, conducting regular inspections, and addressing any issues promptly to minimize potential liabilities.
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Material requests & inventory coordination
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- Process requests for additional chemicals and consumables outside the client’s contract within 24 hours.
- Log requests, obtain approved client purchase orders (PO), generate sales orders, and send to Area Managers and Stores to ensure uninterrupted supply and prevent service disruptions.
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Equipment repairs & maintenance
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- Oversee the repairs and removal of broken machinery, including requesting the make, model, and serial number, with a turnaround time of 48 hours.
- Log issues, obtain three supplier quotes, secure approvals, send to creditors for a purchase order, and oversee coordination of the work once the order is confirmed.
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Subcontractor coordination
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- Engage subcontractors for specialized services outside the company’s capabilities with a turnaround time of 72 hours.
- Obtain three quotes, secure necessary approvals, coordinate purchase orders (PO) and oversee subcontractor work for services we are unable to perform internally.
- Generate sales orders to initiate the billing process and send the supplier purchase order to the subcontractor to begin work, ensuring quality standards are met while maintaining cost efficiency.
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Generate Goods issues per site BOQ
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- Process the monthly site chemical and consumable goods requisitions based on the BOQ. Send the draft to the Area Manager for review, capture any necessary adjustments, and then send the final goods issue to stores for picking. Within a turnaround time of 24 hours.
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