Customer Service Representative

4 weeks ago

Johannesburg, Gauteng, South Africa Complement Recruitment Full time

Internal Sales Agent Customer Service Representative

Salary: Fixed Term Contract R15-20k Per Month

Purpose of Position:

Complement Recruitment are recruiting for an internal sales agent and customer service representative, one based in Germiston Johannesburg Gauteng and the other in Brits, North West. Both are Fixed Term Contracts, starting 25 September 2024, ending around December 2024, with a possible extension.

Apply Directly for this Job by clicking here - https://bit.ly/3LkgmiK

Minimum Requirements Qualifications And Skills

  • Must be able to start ASAP (Wednesday 25 September 2024)
  • Matric/Grade 12; Sales qualification - Diploma / Degree will be an advantage
  • Minimum of 3 years working in a manufacturing environment
  • Experience as an internal sales and or customer service representative - linked to a customer service role
  • Systems: Sage Line 500, MS Excel, Google slides, TMS and Google Sheets
  • Ability to communicate well at all levels.
  • Excellent written and numerical ability.
  • Reliable transport

Duties & Responsibilities

Order Management

  • Provide a centralised point of contact regarding customer orders ensuring that these are prioritised based on availability and maintain current processes for constrained items.
  • Daily interface with the sales team regarding new orders, changes to existing orders cancellation requests and delivery dates.
  • Daily communication with transport planners to schedule priority orders, confirm status of current orders, follow up on missed deliveries and escalation to appropriate parties.
  • Utilise the transport management system (TMS) for updates on customer order status to inform the customer where their delivery is .
  • Maintain the order book paying particular attention to any peculiarities
  • Daily communication with customers
  • Order quality maintenance and accuracy
  • Manage walk-in customers and cash sales.
  • Advise PLW team of any stock urgencies.
  • All goods received/ returned to be processed on a weekly basis.
  • Liaise with the Credit Controllers regarding delinquent accounts.
  • Temporarily support with POD management and follow up with transport planners for assistance if any outstanding PODs occur

Customer Experience

  • To manage the end to end process of all related complaints (including support to the technical and sales departments for complaints).
  • To ensure all customer complaints are dealt with within company KPIs and policies
  • To be the primary customer liaison / point of contact for complaint updates, including quality
  • To assist the customer service and logistics supervisor promote and manage the process of continuous improvement in customer service
  • Work with and influence various departments within the business to reduce the level of complaints (including manufacturing plants) through feedback to the relevant functions
  • To ensure complaint resolutions are reached within agreed timeframes and escalate where necessary asking for advice where needed but full ownership lies with the customer service agent
  • Compile and present complaint data (reports) on regular basis, including working with colleagues to produce customer response letters or reports

Customer Service

  • Handle all customer queries (phone and email) efficiently and effectively each day and deliver exceptional customer experience.
  • Calls will be of a varied nature and will include answering questions regarding stock availability, delivery dates, pricing enquiries, quotations and complaint notifications
  • Follow up on quotations submitted
  • Handling calls to resolution
  • Accurately record all customer complaints
  • Ownership and accountability for the service provided to customers
  • Proactively make outbound customer care calls to ensure continuous improvement of service levels and minimise risk and potential queries and complaints.
  • Intercept / pre-empt queries service issues
  • Proactively check status and progress for orders and inform customers ahead of time of any changes/ amendments
  • Monitor customer accounts and activity and follow up / engage with customers
  • Thorough personal performance contribution to individual and team results in line with the departmental KPIs
  • Build key professional working relationships with customers and internal stakeholders
  • Full ownership and accountability for your order book ensuring daily checks are completed, including advising customers of their collections & the process
  • Full accountability and responsibility for end to end customer experience for their full accounts
  • Support other regions if required with order capturing and processing in the event of resource constraints to maintain customer satisfaction
  • Adhere to the companys safety standards
  • Maintain and safeguard company property and the confidentiality of company information
  • Any other ad hoc duties as required by the department

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