SUMMARY:
-
POSITION INFO:
PURPPOSE OF JOB:
Responsible for accurately and securely inputting and maintaining company data through daily data capturing, quality assurance and customer support.
KEY PERFORMANCE AREAS:
This position will be responsible for the following 4 Key Performance Areas:
1. Financial KPA: To contribute towards achieving data impacted budgets (across ATT/AMS/KHU).
2. Customer KPA: To provide the customer with accurate data and system support with agreed solution times and business SLA's.
3. Operational KPA: To action data tasks and contribute towards the maintenance of business databases (ATT/AMS/KHU) so that businesses process and data integrations run optimally on a continuous basis.
4. Learn & Grow KPA: To perform competently in line with the company SOP’s, participate in team learning and development, and take charge of my own personal development plan.
KEY PERFORMANCE AREA (RESPONSIBILITIES)
MEASURE | KPI
(WHAT SUCCESS LOOKS LIKE)
Financial Responsibilities:
1. Maintain the integrity of the system data
Report found discrepancies immediately in the data should there be a known financial or reputational impact.
2. Manage expense budgets
Adhere to business and department budgets and seek approval for any amendments.
Follow SOP when ordering any expense item.
Customer Responsibilities:
1. Internal Customer
Support the customer by ensuring the most accurate database across systems and provide user assistance and on-the-job training to support the accurate use of systems and data.
Action customer escalations received through various channels of communication (tickets, email, phone, verbal, etc.) and ensure accurate resolution within agreed timelines.
Consult the internal customer to guide, support and educate when required.
2. External Customer (including
Stakeholder/Business Partner)
Support and educate the customer within SOP with B2B queries and solutions ensuring the most accurate database across all systems. Communicate with stakeholders professionally and accurately whenever instructed.
Operational Responsibilities:
1. Maintenance and Analysis of the system
Log into the Omni-channel daily to receive cases and tasks.
Action daily Quality Assurance (QA) checks in line with SOP on data captured into the systems, ensuring that data accuracy is maintained across integration and systems.
Action daily rotational peer QA checks in line with SOP on data captured into the system.
• Ensure that error logs are updated and that errors are corrected within 1 business day (or immediately for more critical errors).
• Perform weekly to monthly QA checks as part of department audit and accuracy procedures and report on results.
• Ensure that all data meets the required formats and standards. Perfect techniques to easily identify these discrepancies.
• Perform test transactions periodically (or when necessary) to assess CRM data integration paths for stock, warehouse, and customer to ensure that the messages are current and up to date.
2. Identify Issues
• Action tickets, queries and jobs received daily in accordance with SOP.
• Identify and report issues timeously and contribute towards determining the appropriate type of resolution per issue. Follow the required resolution process for the nature of the issue.
3. Issue prioritisation
• Prioritise important issues and actions in accordance with SOP and daily work allocations.
• Request approval to prioritise issues and actions that are not currently allocated to the business priority schedule.
4. Implement and test solutions
• Action, participate in and/or escalate, issues identified within SOP in order to drive successful issue resolution.
• Monitor issues that you have participated in the implementation of for accuracy and success.
• Test solutions on a case-by-case basis in order to ensure that the issue is resolved and that there is no adverse impact to other system processes and procedures.
5. Obtain business signoff
• Request business sign-off from authorised signatories as per SOP and/or Business Requirement Document (BRD) when issues/tasks are resolved.
• Record business signoff and other approvals, during the signoff process, as per business change control protocols.
6. Capture and Create System Data
• Capture customer accounts (approved credit and cash facilities and B2B portal accounts and users) daily within SOP and ensuring that the error rate does not exceed 1 error in 20 applications captured.
• Capture and/or upload customer special pricing (volume discount contracts) for every new credit or cash facility received within SOP or agreed timelines.
• Edit existing customer special pricing (volume discount contracts) as per the approved form within SOP or agreed timelines.
• Capture new product codes for new stock received within SOP or agreed timelines.
• Edit and/or update existing product code information within SOP or agreed timelines.
• Capture and/or upload product pricing as per SOP or agreed timelines.
• Meet data capturing accuracy targets through immediate self QA, paying special attention to spelling and formatting.
• Accurate upload file perpetration as and when required
Exceptions & Escalations
Exceptions:
• Inputting data manually or slightly differently in order to force data to update systems so the customer can be serviced. The cause of the issue must always be recorded and reported, and the data must always be remedied to its original form thereafter.
• Request for a system record to be deleted in order to resolve an issue or a system duplication.
• Request to restrict system permissions and profile settings when user access is not aligned to SOP requirements or causes a system breach.
• Hard reset users when other business processes have failed them.
Escalations:
• Investigate a record or entry that has a reported issue.
• Suggest and recommend resolution for unprocessed Salesforce errors where the technical reason is understood and known to you.
• Resolve data integration discrepancies with known solutions when permissions allow you to and then ensure that these solutions are reported up the line for consideration.
• Grant permission to bypass Salesforce for processing orders when resolution is not able to meet the customer SLA or business timeline. Ensure that such permission is reported up the line and recorded.
• Assume a temporary customer facing role in order to support frontline teams with the resolution of a technical issues or issues that they do not understand.
Learn & Grow Responsibilities:
1. Team Development
Participate in regular on-the-job and ongoing Training & Development
Perform on-the-job and ongoing Training & Development for new Administration employees as part of a buddy-learning-system
Apply your skills throughout the department in the most effective way
Report T&D activities in reviews, quarterly
Participate in and support a daily learning culture based on operational and team development skills
2. Performance
Management
To ensure JD and JPs are updated quarterly
To schedule quarterly performance discussions with my line manager
To maximise my performance in line with SOP
Maintain good Quality and quantity as per 5 Non-negotiable Factory Rules
3. Housekeeping
Maintain ATT culture and values to align reputational conduct.
Participate in ad hoc projects.
4. Cleanliness
Ensure work area is neat and conducive to a constructive and efficient workflow environment.
Adhere to clean desk policy and online data storage
5. Business Innovation
Improve on existing processes or introduce new processes to effect positive change within ATT and AMS.
DECISION MAKING CRITERIA
1. Financial
• Decide when to process a test transaction on a test or training account and instruct a credit to be processed for these test or training transactions.
• On instruction obtain a quote for a specific piece of work and refer to the relevant manager for action and/or consideration.
- Place order against Admin budget for stationery and staff refreshments when requested to.
2. Risk
- Decide on the course of action of a ticket where permission sets allow.
- Decide when to apply a first attempt resolution for an error and escalate if the error reoccurs. Escalate immediately if the error is not recognized.
3. Efficiency
- Decide to group a ticket to a parent issue.
- Decide to reassign a task or ticket to a team member when that team member is assigned to the portfolio or is working on a similar issue.
- Ask for assistance in order to prevent incorrect data flow or errors.
- Decide which issues to refer to a line manager and which to resolve within standard SLA and processes.
- Determine requirements, processes and resources to solve an issue that is within permission sets.
4. Resourcing
- Evaluate which internal resources are required to resolve a ticket or issue and drive the resolution.
TEAM ORGANOGRAM
Data
Maintenance Supervisor
Data Controller
MINIMUM REQUIREMENTS / QUALIFICATIONS AND/OR EXPERIENCE
1. Matric
2. Tyre Industry experience (Preferred)
3. BA in Business or Finance administration (Preferred)
4. 1-3 year Data Capturing experience in ERP and CRM systems
5. 1-3 year Experience with large data sets
6. Intermediate Excel
COMPETENCIES REQUIRED:
Knowledge:
Data capturing and QA excellence
Understanding of B2B systems
ERP Systems and reporting knowledge
Understanding of pricing methodologies (Markup, fixed and discount)
Beginner to Intermediate Excel (arrange, manipulate, format, prepare large data sets)
Basic Tyre knowledge
Basic understanding of ERP & CRM Integrations
ATT Policies & Procedures
Basic Salesforce System Admin (B2B user management)
ATT / AMS Operational Knowledge
ATT Salesforce System knowledge (SalesCloud, ServiceCloud, CPQ)
ATT / AMS Organogram & Business Processes
Salesforce report writing
Relevant SOP's
Skills:
Teamwork skills
Customer Service Skills
Communication skills
Fast and accurate data capturing and processing
Problem solving skills
Analytical and Logical thinker
Rules
Organisational skills (task and prioritisation)
Proficient
Self-motivated
Support From:
Direct Manager
All internal departments (Internal Customer)
Own Team
External service providers
Attitude / Behavioural Requirements (Compulsory):
1. Willing to learn and grow
I am enthusiastic to try new things and gain new skills.
I make effective use of hands-on learning and maintain an up-to-date on-the-job training record so that I can constantly access self-guidance material until such time that I have excelled at my skills.
I am a champion of change and look for ideas that address specific challenges and improve data within the company.
2. Target and results driven
I care about deadlines and targets, and I finish tasks at the time that they are meant to be finished, even when it means working outside of normal hours to meet important objectives.
I manage pressure effectively so that I am driven to meet my deadlines. I am flexible and can easily respond to change, without impacting my ability to achieve my deadlines.
3. Positive and motivational
I take an active role in motivating my team and those around me, and share my knowledge and contribute effectively towards a learning environment by encouraging development and success for everyone.
4. Attention to detail
I focus on the detail, ensuring that each and every step within my process is accurate.
I am methodical and precise, and I strive for perfection whilst still being flexible.
5. Problem solving
I recognise my contribution to both the successes and failures of any task and I proactively problem solve within my role to ensure success.
I am responsible for coming up with possible solutions for my own work.
6. Act with honesty and integrity
I am honest and I firmly align myself with the moral principles of the company in that integrity is the foundation on which co-workers build relationships.
7. Proactive
I am proactive and seek solutions that support the greater objective and I continuously set the bar for success.
8. Customer driven
I am engaged with my customer and understand that every interaction with my customer is to build a trusting and long-standing relationship.
9. Accountable
I am responsible for completing the tasks that are assigned to me.
I am accountable to perform the duties required for my job and be present to fulfil the goals of the business.
10. Teamwork
I work and function as part of a team and perform my duties in a manner that contributes towards achieving the team’s common goals.
Job Tools:
Workstation
Correct system permission sets
Stable internet connection
Access to SOP's
Telephone
Anydesk/TeamViewer
System access
IT department
