Customer Service Receptionist

2 months ago


Johannesburg, South Africa Tower Group Full time

MAIN PURPOSE OF THE JOB


The Receptionist is part of the JHB Customer Services team. The receptionist is responsible for managing the switchboard & front desk of the office and is an active member of the Customer Services team. The primary responsibility of the Customer Services team is to manage the customer ordering process and to ensure that the customer receives a smooth, professional and efficient service each time they place an order and make an enquiry. This includes managing quotations, COD orders, courier services, customer queries, backorders, goods returned, complaints and credit requests.
This position does not supervise or direct any staff.


Maintains the company’s Safety, Housekeeping and Quality Standards. Incumbents will be subject to mandatory testing for Alcohol and/or drugs on a random, reasonable suspicion, post-accident, return to duty, and follow up basis.


Demonstrate and promote a proactive commitment to health & safety, well-being and the environment whilst complying with all laws and company policies.
The company operates in the Medical Devices and Printing.

KEY PERFORMANCE AREA INPUT OUTPUT

  • Reception
    Answer all incoming calls professionally and direct them to the correct recipient
    Take messages and ensure that the calls are followed up on
    Manage the stationery requirements of the Office
    All customers calling the company received a professional service
  • General Duties - Administration
    Filing & Archiving of paperwork including supporting other departments in doing so
    Manage office stock such as tea/coffee/milk/sugar/toilet paper etc. Place orders for stock and ensure that adequate stock has been issued to all staff and departments.
    Best Practices - Improve processes and policies in support of organizational goals. Formulate and implement departmental and organizational policies and procedures to maximize output. Monitor adherence to rules, regulations and procedures.
    All reports and records to be filed
    Filing / Archiving / Scanning / Copies / Ad hoc
    Archives identified and archived annually after the Financial Audit.
    Always maintain efficiency and quality
  • Processing of Orders
    Telephone orders documented onto Order Form
    Check all fax, internet and E Mail orders and print
    Capture all orders into Macola accurately and ensure that the prices are as per the approved pricelist for that customer
    Reconcile EPS, Surgitrack and Orderwise orders from Macola to the systems
    Check Stock Levels regularly and note on the CS Board what is out of stock
    Prepare monthly reports
    Handle customer enquiries and customer queries
    Review orders by comparing to original order and print invoices (where you have not captured the order)
    Filing of all completed invoices and quotations.
    Order wise orders captured within 30 minutes of being received
    Orders processed on the day received
    Orders processed accurately
    Queries answered on a timely basis (within 24 hours)
  • Backorders
    Capture all backorders when received
    Communicate ETA for backorders to be dispatched to customers and keep customers up-to-date
    Backorders cleared on a timely basis
    Customers always up-to-date with status of backorders
    Prepare a weekly Backorder report
    Review backorders daily to be released
    Procurement always up-to-date with what is on backorder
  • Bill & Sends
    Submit Bill & Sends to Jhb before 3pm each day
    Record Bill & Sends in the Bill & Sends register
    Review the Bill & Sends Register on a daily basis
    Action all Jhb Bill & Sends once received from Jhb
    Bill & Sends completed on a timely basis
  • Quotations
    Complete all requested quotations and send to customer within 48 hours
    Record all quotations in the quotations register
    Follow up monthly on all outstanding quotations
    Prepare and submit Pro Forma Invoices to COD and Export customers
    Follow-up with Finance for when payment has cleared for COD customers
    Quotations sent to customers within 48 hours
    Quotations register up-to-date at all times to enable scrutiny and analysis of outstanding quotes
    Pro-forma invoices submitted on a timely basis
    COD customer goods released on a timely basis once payments has cleared
    Couriers
    Prepare the daily invoice register and reconcile to the daily courier manifest
    Check the Couriers Undelivered Log
    Identify problem areas for the Courier and escalate these to the Supervisors
    Follow up all delivery queries with transporter/ customer and provide feedback to the customer
    Prepare the monthly watchlist
    All orders delivered on a timely basis
    Ensures that Courier delivers on time
    Resolve queries, maintain communication
    Results logged, alleviates build up, resolves queries and maintains communication
  • Goods Returned & Complaints
    1Obtain approval for goods to be returned and provide instruction to the couriers for the goods to be collected. Notify the Receiving team of the return.
    Review the weekly Goods Returned log and ensure that items are cleared out within 2 weeks.
    Prepare customer complaint forms and credit request forms in terms of the Complaints policy.
    Provide feedback to customers on their complaints within 72 hours
    All complaints to be closed within 2 weeks
  • Environmental, Health & Safety
    Maintain the health and safety principles of the organization
    Manage stock of hairnets & dustcoats
    Safe & Secure working environment
    Zero Health & Safety incidents
    Ensure that all Visitors sign in and are subject to a Health & Safety induction
    Report all Health & Safety incidents timeously;
    Maintain a record of all staff on the premises at any given time
  • Quality
    Ensure that product quality and safety is maintained throughout orders process;
    Monitor expiry dates and ensure that customers are made aware of storage requirements for products.
    Documentation of NCAs and ARs where relevant;
    Zero audit findings
    Complaints raised and closed timeously

 

  • REQUIRED MINIMUM EDUCATION
    Matric (Grade 12)
  • MINIMUM PREVIOUS WORK EXPERIENCE
    5 years including 2 in a similar position
  • TRAINING
    In house
  • DESIRABLE ADDITIONAL EDUCATION, WORK EXPERIENCE AND PERSONAL QUALITIES
    PC skills (incl. Microsoft Word, Excel & Outlook)
    Excellent telephone technique and good attention to detail.
    Excellent written & oral communication and interpersonal skills
    Organizational skills with the ability to perform multiple tasks simultaneously

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