Customer Service

4 days ago

Pretoria, Gauteng, South Africa Lgc Group Full time

Job Description: Customer Service & Sales Executive

Key Responsibilities and Accountabilities:

  1. To ensure that all methods of communication with internal and external contacts are handled with the utmost professionalism to project the high-quality image and standards provided by LGC.
  2. To ensure that all customer price requests received are responded to by production of a formal quotation and quotations are followed up within agreed timescales and conversion rates.
  3. To respond to 'Tender' requests which are not being managed by the Business Development Teams or Product Application Specialists.
  4. To ensure that all customer orders received are entered correctly into the Pastel / ERP system on the day of receipt or within agreed timescales for order type and that the customer receives an email notification on release of the order.
  5. To provide help and advice to customers regarding their orders and ensure On Time In Full (OTIF) delivery targets are met, and customers are informed of any delays in advance.
  6. To improve back-order management and updates to customers by monitoring and chasing shipments and/or suppliers on product delays.
  7. Communicating courteously with customers by telephone, email, and Service Cloud ensuring queries outside the remit of order entry or your level of expertise are escalated to the appropriate team.
  8. To be responsible for the daily management of Service Cloud Case ensuring tasks are dealt with and/or escalated to ensure response times are within agreed KPI timescales.
  9. To register customer complaints by logging into the Service Cloud (or local) Complaint System and ensure the KPI reporting is maintained, and issues escalated to the Manager.
  10. To communicate closely with field sales personnel to ensure they are kept in the loop with matters arising regarding their customers and to provide customer feedback.
  11. Taking responsibility for ensuring that customer expectations are exceeded against response KPI's.
  12. To learn about LGC Standards products and services and keep up to date with changes.

Qualifications:

Experience required: We are looking for a young candidate between 19 – 25 years of age to join our customer service team. Our team is passionate, driven, and always looking for fresh perspectives. If you're ready to start your career and make a meaningful impact, we'd love to hear from you

Other Skills and Abilities:

  1. Experience of working in a sales support environment with quotation & order entry exposure.
  2. Customer focused, both internal and external customers.
  3. Can do attitude and willingness to go that extra mile.
  4. Excellent telephone manner and communication skills.
  5. Attention to detail and accuracy.
  6. Strong computing and keyboard skills (> 40 wpm). Excel basic and Word required.
  7. Team Player, supportive of colleagues.
  8. Ability to work under pressure to meet deadlines. Organized and able to perform under pressure.
  9. Good written and oral skills essential.
  10. Experience using a CRM system and supply chain management process system.
  11. Experience in using ERP systems such as PASTEL, SAP, ORACLE, SAGE etc.

Education, Experience and Technical Skills:

High school diploma. Computer literacy - Windows, Outlook, Microsoft Office (MS Word & Excel), Pastel (Compulsory).

Essential Requirement:

Valid Driver's License and Own Car.

Additional Information:

ABOUT LGC: LGC is a leading, global life science tools company, providing critical components and solutions into high-growth application areas across the human healthcare and applied market segments. Its high-quality product portfolio is comprised of meaningful tools for genomic analysis and for quality assurance applications, which are typically embedded and recurring within our customers' products and workflows and are appreciated for their performance, quality, and range.

Our values: PASSION, CURIOSITY, INTEGRITY, BRILLIANCE, RESPECT.

Equal Opportunities: LGC strongly believes that every job applicant and employee should be valued for their individual talents regardless of age, disability, race, colour, ethnic or national origin, sex, sexual orientation, gender reassignment, marital or civil partnership, pregnancy, religion, or belief. Short listing, interviewing and selection will always be carried out without regard to gender, sexual orientation, marital status, colour, race, nationality, ethnic or national origins, religion or belief, age, or trade union membership.

For more information about LGC, please visit our website #scienceforasaferworld.

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