Customer Services Representative

2 weeks ago

Durban, South Africa Vopak Full time

Durban
Customer Service
40 hours

**Description of**
**this vacancy**:
Start your career as a Customer Service Representative at Vopak and contribute to social themes such as energy security and energy transition. We offer you a working environment that is safe and pleasant and where equality, diversity and satisfaction are of paramount importance.

Vopak SA’s Customer Service Representative role is designed for dedicated and driven individuals who are capable of excellent communication skills, Customer and Quality Orientation, Results Orientation, Eagerness to learn, Sensitivity Discipline and managing change

Ready to develop yourself and make a positive impact? Improve the world and start as a Customer Service Representative at Vopak.

**What will you do as a Customer Service Representative**?

The Customer Services Representative will be responsible to manage allocated customers (for all applicable Vopak SA locations) effectively and ensure that the service promise is realized through the service delivery process. The incumbent will also monitor and report progress to the customer proactively, including deviation management. The Customer Services Representative will be required to manage the customer’s expectations through service level agreement management and performance tracking and reporting.

**What do we offer you?**
- A market-based salary that is commensurate to your experience and knowledge and attractive bonuses
- Various growth & developmental opportunities
- Relevant and competitively placed allowances
- Disability & Risk Insurance that is fully subsidized by the company
- Group Medical Aid where Vopak pays 50% of the nominal costs
- Excellent Retirement Scheme funding through our Group scheme retirement fund

**What do we expect from you as a **Customer Services Representative**?**
- Diploma or Degree in Commercial, Business Management and Marketing
- 3-5 years relevant experience
- Proven ability to manage, maintain and deliver against Customer requirements
- High level ability in numeracy and literacy skills
- Moderate to advanced computer skills
- Recommended systems skills
- Relationship nurturing skills
- High attention to detail

**What to look forward to?**

**You are going to experience that we care & dare**: We are empathetic. We know when to lead and know when to let others lead. We attract, grow and coach future leaders.

**We aim to communicate in a clear & authentic way.** We solicit feedback, ask and listen, learn and unlearn.

**We lead the We**: We have a passion for winning and growing as a team. We inspire people to deliver a joint performance. We create an inclusive environment where different thoughts, generations, cultures and experiences are valued and encouraged.

**What does your day look like?**

Some of the operational elements of the Customer Services Representative include:

- Proactively ensure alignment of expectations and communications internally and externally, using the appropriate mediums to facilitate the delivery of the requested services, timeously and to prescribe quality standards. To provide service excellence in daily functions and maintain good customer relationships by providing effective customer service support.

**Your core responsibilities are**:
**Key Account Management**
- Fulfilling the role of Key Accounts Manager for allocated customers, including managing the operational review meetings, service expectation alignment through SLAs and KPI tracking aimed at continuous improvement of NPS.

**Order to Cash Process**
- Validate and update customer orders/requests, verifying stock availability and capturing orders into the database in accordance with the customer requirements;
- Plan with the various role players in order to ensure that the customer orders will be executed as requested;
- Monitor the progress of the orders/requests with external/internal parties to completion as per the client requirement,
- Report proactively to the customer on the status of the requests.
- Manually captures customer orders in the absence of EDI.
- Support the organisation’s drive to maximize throughput and revenues

**Reporting and Data Accuracy**
- Prepare the required Customer reports in relation to monthly statistics, customer inventory and general activities.
- Collate and maintain KPI statistics for customers on required aspects of service, identifying opportunities for improvement to maximize operational efficiencies for the customer.

**Relationship Management**
- Manage operational monthly meetings as well as quarterly operational review meetings (ORM) with customer on queries with regards to daily logistics, inventory, invoicing etc.
- Log customer complaints onto the database.
- Coordinate and monitor the investigation to ensure reporting to customers as per required timeframes and ensure closure of actions.
- Follow-up on NPS from Customers.
- Deviations management, be it safety or service incidents.
- Ensure proactive reporting, tracking

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