Customer service co-ordinator

14 hours ago

gauteng, South Africa Ares Holdings Full-time

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JOB TITLE : Customer Service Co-ordinator

Department : Ares Holdings, Brands

Reporting to : Sales Operations Manager

Direct reports : N/A

Key customers : Marketing team, Warehouse and distribution teams

Main purpose : To provide end‑to‑end operational and customer service support to the Sales and Commercial teams by ensuring accurate order processing, effective stock and CRM coordination, and seamless communication between customers, warehouse, finance and internal stakeholders, enabling efficient sales execution and a high standard of customer service. KEY ACCOUNTABILITY 1: ADMINISTRATION AND DATA CAPTURING Capturing of all sales orders, including chain stores orders. Monitor and check availability of stock in the Warehouse before booking orders. Manage concession stock levels, generating stock reports and allocating stock to stores. Drive improvement of administrative efficiencies, processes and procedures. Capture sales orders for key and strategic accounts KEY ACCOUNTABILITY 2: SALES REPRESENTATIVE, CUSTOMER AND SUPPLIER RELATIONS Resolving customer and sales representative queries and directing query to correct department, where necessary Referring queries from sales representatives and customers to the relevant department/person. Liaising with Warehouse and Distribution Department with regards to orders that must be sent out. Liaising with Accounts Department to ensure that new customers are loaded on the system. Liaising with Sales Representatives, Finance and/or the DC with regards to orders and/or any problems experienced. Communicate stock shortages and late deliveries to Key/Strategic Accounts and Agents. KEY ACCOUNTABILITY 3: STOCK AND SAMPLE CONTROL / MANAGEMENT Responsible for outbound sample management in accordance with SLA. Dispatch and keep a record of samples to sales representatives and clients Manage and keep track of all samples sets and to assist with any administration related to the return of samples KEY ACCOUNTABILITY 4: CRM Assist sales representatives with the management of CRM requirements. Assist sales representative with CRM queries and refer to relevant person/department. Upload targets on CRM, per sales representative / key account. Update Sales Manager on the tracking of targets/sales in the CRM system. Manage CRM query pipeline. KEY ACCOUNTABILITY 5: AD HOC DUTIES Respond to emails and office correspondence. Keep work area clean and tidy. Support the mission, vision and core values of the company Meet prescribed deadlines and targets. Professional interaction and liaison with customers, suppliers and employees always. Any other reasonable and lawful ad hoc tasks or duties that may be required from time to time. KEY LEADERSHIP & INTERPERSONAL COMPETENCIES

(Behaviours that enhance the desired culture, values and the pursuit of the core purpose of the business)

VALUES: We believe in the power of brands and growing brands responsibly We believe in developing and building our teams for the benefit of all stakeholders We believe in continuous investment into our people and our business platforms We care deeply about our environment and our people LEADERSHIP & RELATIONSHIP BEHAVIOURS Effective Communication: Clear, concise, and timely communication with sales teams, customers, suppliers, and other departments. Collaboration: Foster teamwork and build strong relationships with colleagues across sales, marketing, finance, and operations. Problem-Solving: Address issues quickly, think critically, and find solutions to operational or customer challenges. Customer-Focused: Always prioritize the needs of customers and sales teams, ensuring smooth processes and satisfaction. Adaptability: Be flexible in handling changing priorities, tasks, and deadlines while managing multiple responsibilities. Proactive Attitude: Anticipate needs and challenges, taking the initiative to resolve them before they escalated. Detail-Oriented: Demonstrate strong attention to detail, especially when managing orders, reports, and customer data. Conflict Resolution: Address and mediate conflicts between sales teams, customers, or suppliers calmly and constructively. Team Support: Provide consistent and reliable support to sales teams, helping them meet targets and improve performance. Integrity & Professionalism: Uphold ethical standards and professionalism in all interactions, both internally and externally. Accountability: Take responsibility for tasks, deadlines, and outcomes, ensuring reliability and trustworthiness within the team. TECHNICAL AND FUNCTIONAL COMPETENCIES

(Specific technical, functional and professional skills, knowledge, abilities, attributes and aptitudes that are required to be able to do this particular job well relative to the delivery of the Main Purpose and Key Accountabilities)

Sales Process Knowledge: Understanding of the full sales cycle from lead generation to order fulfilment. CRM Proficiency: Skilled in using CRM

Customer service co-ordinator

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Customer service co-ordinator

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