Customer Service Supervisor

Main Purpose:
Quality Management System Compliance
Comply and support the Quality Management system in all aspects of your role.
Adopt and implement the principles of continuous improvement in all aspects of your role.
Ensure the awareness of customer requirements (internal & external) are promoted throughout the
business.
Review, monitor and provide feedback on the effectiveness of the quality management system.
Engage, support and continuously improve communication processes that support the quality
management system and provide positive outcomes for the business, customers and key stakeholders.
Workplace Health & Safety
Challenge unsafe behaviours when observed.
Regularly inspect the work area for hazards and safety compliance.
Recognise demonstrated safe behaviour and promote within your work group.
Seek opportunities to improve safety performance and remain informed of safety best practice and
legislative standards.
Set an example for fellow workers to follow by implementing the Puma Safety Management System in
your department.
Control the operation of your department through the implementation and reinforcement of the Puma
Safety Management System.
Discuss the safety aspects of all operations with your workers and the importance of workplace health and safety.
Ensure that safety is included in all worker departmental inductions and job training sessions.
Ensure that every worker required to undertake any task has adequate job training and safety
instructions given and recorded and that standard work procedures are adhered to.
Investigate all incidents to determine causes and what corrective action is required to prevent
recurrence. Complete the Company's Incident Report Form and ensure the appropriate notification of
incidents, events and injuries.
Instruct workers in the safe use of personal protective equipment issued.
Ensure that first aid locations, fire protection equipment, evacuation procedure and other emergency
procedures are made known to all workers under your control.
Ensure all equipment tests and inspections are complied with as required by law.
Regularly Review and audit safety performance and Puma Safety Management System compliance inyour business unit/department

Knowledge Skills and Abilities, Key Responsibilities:
KEY RESPONSIBILITIES:
HSSE
Ensure that all employees under your control understand and strictly follow all
Company Health, Safety, Security and Environmental requirements, as determined
by the Company Operating Manual, or as determined from time to time.
Assist in company RTW & Rehab procedures to ensure staff follow their RTW plan.
Attend and coordinate local Toolbox meetings ensuring any HSSE actions are
communicated with the team.

Staff Management & Development:
Recruit, train and mentor staff to develop a self-sufficient team in an environment of continuous improvement.
Regular review of tasks to ensure efficient processes and optimal use of staffing resources
Active involvement in coverage of staff during leave. Ensuring reallocation of duties
as applicable.
Manage all transactional issues including recruitment, and annual leave balances to
comply with Puma requirements
Interdepartmental support as required
After-hours support as required, including management of the weekend on call roster, with permanent on-call responsibilities for weekdays

Customer Service and Administration
Ensure exceptional customer service to both internal and external clients
Oversee preparation of delivery paperwork as applicable for the delivery of Bitumen,
ensuring accurate entry of customer orders and transfers, review of customer orders for maximised delivery profitability, correct freight rate selections and
communication with the Credit Control team to ensure customer supply is
maintained within guidelines.
Ensure accurate and timely management of all internal (including Month End
requirements) and customer facing processes.
Build and maintain effective relationships with third party suppliers and service
providers.
Develop and maintain a comprehensive knowledge of all customer delivery locations
within an allocated region
Oversee proactive customer contact in dealing with invoicing and supply queries
Oversee the Maintenance of customer information, customer order records and
distribution diaries as applicable
Provide written reports and verbal feedback for variations to customer’s deliveries
or significant and reportable events.

System Integration
 Assist with the development of EPuma and ensure the integration tools align with
best business practices and form part of an enhanced customer experience
 Seek improvement opportunities and help develop Puma’s business services
**Requirements**:
Qualifications:
Experience:
Degree in business is an advantage
Minimum of 2 years’ experience in a supervisory role
Customer service / Commercial experience an advantage
2-3 years’ experience in a procurement/supply management role
Experience in oil a