Resource Planner

Job Summary

We are currently seeking a professional and experienced Resource Planner to join our team and strengthen our operations in Southern Africa. This is a permanent role based in Johannesburg, with occasional travel required. As part of the Customer Service Operations (CSO) team, you will be responsible for executing resource planning and scheduling of the CSO field force within a defined Market Operations area. Your primary focus will be on ensuring timely, cost-effective, and high-quality delivery of services, including both trainings and kit installations, while maintaining strong collaboration with all key stakeholders.

In this role, you will play a crucial part in ensuring the right competencies are assigned to each job, aligning workforce capabilities with customer demands and operational timelines. You will work closely with a network of Resource Planners, the international EMEA Resource Planning and Flex Zone Manager, as well as Service Administrators, CSO Directors, Service Delivery Managers, and Service Account Representatives. Effective communication, coordination, and planning are essential, as you will be expected to contribute to seamless service execution and customer satisfaction. This position reports directly to the Resource Planning Leader and offers an opportunity to be part of a dynamic, purpose-driven organization focused on delivering excellence in customer service.

What you will do

• Lead the execution of resource planning and scheduling across a large planning area or multiple areas, focusing on a 1-year horizon, while ensuring transparency, quality, and timely stakeholder involvement.
• Coordinate resource capacity planning with other planning areas and collaborate with relevant functional networks and approved subcontractors to secure the right competencies and facilities at the right time and cost. Escalate prioritization conflicts to relevant stakeholders as needed.
• Lead continuous improvement initiatives within your area of responsibility and actively share and adopt best practices.
• Ensure the consistent application of global standards and processes, while complying with local and legal requirements.
• Drive the definition, development, and implementation of visual management and performance reporting, including defining and tracking relevant KPIs and metrics.
• When applicable, lead, develop, and manage teams of planners, in alignment with global HR processes and standards.
• Take on an additional role as a Sub-Process Driver or Process Superuser to support process implementation and foster continuous improvement efforts.

We believe you have

• 2-3 years of experience in Technical Service, Resource Planning, or Customer Service-related roles.
• Bachelor’s degree in a technical or business-related field, or equivalent educational background.
• Demonstrated analytical and problem-solving abilities, with a solid understanding of the service business, its products, and customer expectations
• Self-motivated, decisive, and able to work independently with a strong drive to deliver results
• Proven negotiation skills, with the ability to influence and engage stakeholders at various levels
• Excellent communication skills and a collaborative, team-oriented mindset.
• Capable of working proactively and taking initiative to manage tasks without constant supervision.
• Committed to troubleshooting and resolving system issues, showing a high level of ownership.
• Able to perform effectively under pressure and manage high workloads efficiently.
• In-depth understanding of customer service operations and a customer-first mindset.
• Familiarity with Tetra Pak filling and distribution equipment, with demonstrated leadership qualities and a focus on collaboration and achievement.
• Good computer skills, especially in Microsoft Office, experience with SAP/R3 and the ability to create and understand BI dashboard reports is a plus.
• Fluent in English, both written and spoken.