Customer Service Representative

1 week ago

Bellville, South Africa Unique Personnel Full time

**Job Number**

66201

**Job Type**

Permanent

**Job Title**

Customer Service Representative

**Computer Skills**

Great Plains,MS Office

**Industry**

Logistics

**City**

Bellville

**Province**

Western Cape

The Customer Service Representative is responsible to ensure excellent service by resolving customer problems and communicating with them on matters that will affect them.

The Key Functional Responsibilities:
The Customer Service Representative’s key functional responsibilities include but are not limited to:
1. Order fulfilment:
Liaise and works with Order Administration department to resolve ordering problems

Review daily stock on hand

Liaise with Inventory Control regarding stock status

Escalates stock status on items possibly affecting assured supply to market and SCM Formulates plan to service market for out of stock or low stock items with DC and SCM Communicates plan to service market for out of stock or low stock items to relevant personnel

2. Promotional and test product:
Assists in formulating promotional and test product launch plans

Co-ordinate promotional and test product launches with DC and SCM Ensure that launch plans are monitored

Communicates any deviation from plan at a DC level to DC and SCM Facilitates the updating of launch plans according to plan progress

3. Customer complaints and problem resolution:
Logs customer complaints in the Call Logging system

Reviews all complaints daily

Directs complaints to relevant personnel for resolution

Follows up on complaints and resolution thereof

Communicates complaint resolution progress to customer on a regular basis

Communicates outcome of complaints to customer

Captures complaint resolution actions and closes calls

Prepares weekly complaint trend report

4. New product update:
Liaise with SCM regarding new product details

Communicates new product information to relevant DC personnel

5. Raw product complaints:
Reviews RPC’s daily

Monitors RPC resolution timeline and escalates delays

Communicates RPC outcome to the customer

Ensures credits for supplier accepted RPC’s are passed timeously

Ensures that credits are automatically passed for suppliers not meeting the RPC resolution deadline

6. Continuous improvement:
Uses weekly complaint trend report to identify areas on improvement opportunity

Provides suggestions on how complaints can be reduced and service improved

7. Recalls:
Coordinates recall communication to restaurants

Monitors timing of recall communication to the market

Collects customer recall data from Order Administration department

Consolidates customer recall data for DC within

8. Customer relationships:
Meets with customers to better understand their issues

Documents and communicates restaurant issues to relevant personnel

Provides feedback to customer on new initiatives and developments

9. Customer contact information:
Maintains all customer contact data

Regularly surveys the market for contact changes

Ensures key contact changes are communicated to DC and Order Administration

10. New stores:
Keeps all departments up-to-date on pending new store openings

Trains new store personnel on Company processes

11. Delivery schedule communication:
Communicates changes in/new delivery schedules to customers

12. Max meetings:
Attend Max meetings

Provide relevant input at Max meetings

**Inherent Requirements**

Minimum Requirements:
2-5years experience in CSR within a FMCG Supply Chain industry

Diploma or Degree advantageous

Excellent MS office skills

Great Plains Experience

Warehouse Management system experience advantageous Personal

Competencies and Skills Required:
Exceptional verbal and written communication skills (English)

Ability to take responsibility

Great attention to detail

Exceptional time management skills

Planning and organizational skills

Ability to work in a dynamic team

Results and deadline driven

Problem solving capabilities

Disciplined approach

**What Qualification**

**Minimum Qualification**

Matric

**Status**

Available

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