Customer Services Supervisor

2 weeks ago

Edenvale, South Africa Ability Recruitment Full time

The Customer Services Supervisor is responsible for managing the day-to-day activities of the Jhb Customer
Services function and to supervise the Customer Services Team. The primary responsibility of the Customer Services team is to manage the customer ordering process and to ensure that the customer receives a smooth, professional and efficient service each time they place an order
and make an enquiry.
This includes managing quotations, COD orders, courier services, customer queries, backorders, goods returned, complaints and credit requests.
This position supervises a team of three staff members. Maintains the company’s Safety, Housekeeping and Quality Standards.

**REQUIREMENTS**:

- Matric (Grade 12)
- 10 years working experience including 5 years as a Supervisor

DUTIES:
Processing of Orders
- Telephone orders documented onto Order Form
- Capture all orders into Macola accurately and ensure that the prices are as per the approved pricelist for that customer
- Reconcile ARIBA, Surgitrack and Orderwise orders from Macola to the systems
- Check Stock Levels regularly and note on the CS Board what is out of stock
- Prepare the Orderwise Late Report
- Handle customer enquiries and customer queries
- Review orders by comparing to original order and print invoices (where you have not captured the order)
- Filing of all completed invoices and quotations.

Backorders
- Capture all backorders when received
- Communicate ETA for backorders to be dispatched to customers and keep customers up-to-date
- Prepare a weekly Backorder report
- Review backorders daily to be released

Bill & Sends
- Submit Bill & Sends to Cpt before 3pm each day
- Record Bill & Sends in the Bill & Sends register
- Review the Bill & Sends Register on a daily basis
- Action all Cpt Bill & Sends once received from Cpt

Quotations
- Complete all requested quotations and send to customer within 48 hours
- Record all quotations in the quotations register
- Follow up monthly on all outstanding quotations
- Prepare and submit Pro Forma Invoices to COD and Export customers
- Follow-up with Finance for when payment has cleared for COD customers

Couriers
- Prepare the daily invoice register and reconcile to the daily courier manifest
- Check the Couriers Undelivered Log
- Identify problem areas for the Courier and escalate these to the Supervisors
- Follow up all delivery queries with transporter/ customer and provide feedback to the customer
- Prepare the monthly watchlist
- Prepare courier credit report and submit

Goods Returned & Complaints
- Obtain approval for goods to be returned and provide
- instruction to the couriers for the goods to be collected.
- Notify the Receiving team of the return.
- 2. Review the weekly Goods Returned log and ensure that items are cleared out within 2 weeks.
- 3. Prepare customer complaint forms and credit request forms in terms of the Complaints policy.
- 4. Provide feedback to customers on their complaints within 72 hours

Reception
- Answer all incoming calls professionally and direct them to the correct recipient
- Welcoming visitors to premises, ensuring the Visitors log is completed and ensuring that where required the high res vistors vest are worn.
- Take messages and ensure that the calls are followed up on
- Manage the stationery requirements of the Customer Services team

Environmental, Health & Safety
- Maintain the health and safety principles of the organization
- Manage stock of hairnets & dustcoats
- Report all Health & Safety incidents timeously;
- Maintain a record of all staff on the premises at any given time

For more information please contact:
**Ryan Coston

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