Customer Service Agent: Ottery, Cape Town

3 weeks ago

Cape Town, Western Cape, South Africa The Talent Room Full time

Our client in Ottery, Cape Town, has a new opportunity in their Sales department for a Customer Service Agent This role will report directly to the Shipping Manager.

Requirements:

  • In possession of an appropriate tertiary qualification backed by hands-on experience in customer-facing roles. - including capturing sales orders, handling customer feedback, providing weekly updates, and tracking shipment
  • Proficiency in export processes, including understanding SAD500, requesting shipping estimates from freight forwarders, placing bookings, and comprehending Incoterms
  • Strong problem-solving and solution-generation skills.
  • Excellent attention to detail.
  • Tenacious in the execution of the client's vision, values, and strategy.
  • High levels of self-motivation and drive to get things done.
  • Experience working with customer-related systems.
  • Excellent verbal and written communication.
  • Analytical skills, integrity, and self-discipline.
  • Is an independent self-starter who uses their initiative.
  • Is patient and thorough in tracking the progress of orders in the system.
  • Has excellent interpersonal skills that enable them to communicate well at all levels.
  • Has strong planning and organising skills including the ability to multitask. and work well under pressure.
  • Demonstrates strong organisational skills and planning skills and takes accountability.
  • Is well-groomed and presentable.
  • Proficiency in Microsoft Office, with a strong emphasis on Excel
  • Sypro Experience

Responsibilities:

  • Receive and process customer orders, consignment stock orders, and manufacturing stock orders in line with standard operating procedures.
  • Participate in production planning meetings and track order progress to provide. feedback to customers (internal and external) on loading dates.
  • Request quotations from 3x FF service providers for review where necessary.
  • Make shipment bookings with the nominated freight forwarder with consideration to customer request dates and arrange any pre-export inspections where required.
  • Ensure up-to-date, accurate completion of relevant export documentation (annexure A) required to execute the successful shipping and delivery of customer orders.
  • Track shipments, liaise with freight forwarders, and update customers weekly on order progress.
  • Ensure that confirmation of stock receipt at destination 3PL is received by the client together with all relevant supporting documentation – consignment warehouses.
  • Process inter-company stock transfers – Consignment warehouses.
  • Process customer orders for delivery at destination and arrange delivery with 3 PL service providers in the destination country – consignment warehouses.
  • Ensure deliveries are completed at customer request and regularly follow up till receipt of consigned customer POD – all customers.
  • Co-ordinate the customer sample process including tracking progress, arranging courier, and providing feedback to the customer.
  • Request quotation from 3 FF service providers for new or project cargo.
  • Select a cost-effective service provider (with consideration to global reach, ease of doing business, and customer excellence).
  • Maintain an updated shipping costs schedule and obtain additional quotations as requested.
  • Update and maintain customer profiles and price lists on the system in line with standard operating procedures.
  • Correspond with forwarders and others concerning shipping and transportation of cargo, referring and or escalating unusual matters.
  • Verify the accuracy of forwarder invoices compared to estimates provided before obtaining authorization.
  • Ensure FF service providers send status updates on in-transit shipments (Monday/Thursday) as agreed.
  • Provide updates to internal stakeholders on incoming shipments on Monday/Friday with daily updates on critical cargo as requested.
  • File electronic sales documents related to each shipment on the shared drive for easy access.
  • Compile monthly KPI reports for management.
  • Manage backorders.
  • Perform other duties as assigned.

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