Customer Service Rep

Customer Service Representative - OEM East Rand

Job purpose - Ensuring an unbeatable customer service through effective and efficient support to the business in support of achieving the business goals.

Minimum requirements:

Grade 12 as a minimum.

Desirable -

A formal qualification with an appropriate tertiary qualification would be advantageous.

Knowledge of customer service principles and practices.

Knowledge of relevant computer applications/ systems.

Knowledge of Power BI, analyse and interpret Power BI reports.

Ability to type | Knowledge of administrative procedures.

Numeric, oral and written language applications | Product knowledge.

Minimum experience and knowledge:

A minimum of 7 -8 years with proven customer service, planning and administration experience within a multi-national and industrial sales environment.

Extensive knowledge of IT systems including DOH, COH, DWM and Syspro.

Extensive knowledge of SKF and Lincoln Products.

Knowledge of customer service principles and practices.

A sound knowledge of the management of high-level engineering projects to OEM customers and exports.

A systematic, logical, analytical approach to problem solving and decision making with no risk to the business.

Ability to present findings and recommendations to sales, management via reports and presentations.

Act with tact and discretion in dealing with people.

Ability to communicate and manage difficult situations with sales, warehouse, and the management team.

Involved in strategic planning aligned to business targets

Ability to work with the management team, finance team, Suppliers, Group Demand Chain, Warehouse and Distribution (Global and Local Level.)

Desirable -

Experience of working in an international environment with respect to customer service, service planning and administration.

Ability to analyse and interpret relatively complex data in a logical manner.

Communication

Excellent communication skills are required as the person will be expected to negotiate and influence at all levels.

Objective, assertive and on-going communication is required both externally and to the internal organisation.

Required to attend meetings and present information to the sales team and customer.

Communication extends further than the day to day routine exchanges of data and statistical information. Must understand and then deliver the key message effectively and competently to influence others.

Ability to present findings and recommendations to sales team and customers.

Confident, highly motivated, energised, must be tactful when dealing with people and must treat people with respect.

Mental demands - High levels of concentration required where the workload will vary every day. The ability to go from one topic to another and be conversant is essential.

Required to be self-motivated and be able to make decisions within delegated responsibility.

Routinely concentrate for long periods of time in order to correctly analyse data/information.

Will be expected to react to unpredictable operational requirements of an ad-hoc nature.

Ability to multi-task and have the ability to manage stress and pressure.

Must be able to adapt, show initiative, be a team player and have the ability to work under little or no supervision.

Physical demands -

Some domestic customer travel might be required | Willing to travel local and international.

Will spend time at a desk working on a computer and attending meetings.

You are required to work extended hours including over weekends.

Health and safety/ exposure to risk -

Occasionally exposed to some risk whilst travelling.

Job description :

Actively support the sales team in driving sales targets.

Close management of customer order book to support customer requirements.

Proactively to meet all customer expectations with detail, accuracy, manage customer enquiries, manage all demand chain related tasks of customer portfolios and perform any other adhoc customer service-related tasks in line with the business strategy.

Take part in leads and opportunity generation for sales and sales campaigns.

Optimize the commercial and administrative support of sales of product and services according to policies and procedures.

Description of duties

Primary functional objectives of the role

Planning, organising and controlling all customer related activities within the scope of the position.

Proactive management of customer enquiries and close follow up.

Proactively manage the Order handling process including order book management.

Proactively Adhere to policies and procedures for order enquiries, order handling, post sales activities and proposal of solutions that will benefit the customer.

Maintain service levels to customers, in terms of efficiency enhancements, returns, customer complaints and be a part of taking or introducing corrective actions.

Deal directly with customers either by telephone, electronically or face to face.

Identify customers wants and needs.

Respond promptly to customer enquiries.

Handle and resolve customer complaints. Obtain and evaluate all relevant information to handle product and service inquiries.

Provide pricing and delivery information | Perform customer validations.

Set up new customer accounts | Manage work flow to meet customer time frames.

Organise workflow to meet customer time frames.

Direct requests and unresolved issues to the designated resource

Manage customers accounts.

Keep records of customer interactions and transactions (quotes, orders, etc.)

Record details of complaints (CCP database)

Manage customer complaints including corrective actions.

Prepare and distribute customer back order reports.

Manage administration | Communicate and coordinate with internal departments.

Follow up on customer interactions | Drive and support Web Customer Link (WCL).

Actively support sales force in driving sales targets | Pricing of customer orders

Price and Quotation Management and follow up

Any other ad hoc requirements needed by the company.

Lead and participate in quality improvement practices.

Continuously improve to increase efficiency and productivity.

Continuously build customer relationships by facilitating customer development planning, managing customer projects and other development opportunities within the business environment.

Maintain and develop relationships with and act as relationship builders with the customer in order to proactively support sales.

Manage key performance indicators, goals and objectives to support and achieve targets

Primary Leadership objective for the job

Provide leadership towards the achievement of world-class Customer Experience.

Act as a role model and an ambassador, acquiring and demonstrating strong business knowledge.

Drive change, innovate and challenge the status quo.

Administration -

Ability to develop processes and systems to improve operational effectiveness, efficiencies and productivity.

Ensure all documentations of all customer orders processes is kept together and share appropriate documents with relevant stakeholders.

All supporting documents must be filed away for audit and warranty purposes.

Responsibilities for Self -

Demonstrate Values of high ethics, accountability, responsibility, teamwork, and openness.

Significant responsibility for the maintenance of stakeholder relationships.

A purposeful action taker, systematic, logical, analytical approach to problem solving and decision making.

Foster a positive high-performing working climate within a team whereby constructive feedback is used as an up-skilling opportunity.

Contribute to a high-performance culture, continuously provide feedback, challenge sales team and encourage behaviours.

Actively focus on offering assistance and guidance to the customer service team.

Strong listening, telephone, administrative, organisational, negotiation, administration, organisational, negotiation and follow up skills are required.

Must have attention to detail with the ability to analyse and problem solve.

Must have the ability to listen, attention to detail, must be customer service orientated, highly motivated and enthusiastic.

Must be able to adapt, show initiative and be a team player.

Must have the ability to work under pressure with little or no supervision, multitask, bel flexible.

Must be process driven | Stress tolerance and have the ability to handle pressure.

Assets - Responsible for the equipment used within the work environment.

Decision making - Required at all times to communicate and escalate where appropriate business critical information gleaned from customers, distribution network and to the sales team.

Analysis of data in order to make day-to-day job-related decision and to prioritise work in line with operational requirements.

Required to direct the decision-making process of cross-functional colleagues to support customer requirements and required service levels.

Required to make quick decisions and anticipate needs and have the ability to react to operational situations in a timely and appropriate manner.

Required at all times to adhere to the limits of authority.