Customer Service Representative

3 weeks ago

Boksburg, South Africa Elchemie Full time

**International bearing and seal manufacturing company is in search of an experienced Customer Service Representative. Min 7 - 8 years proven Customer service planning and administration experience within a multi-national and industrial sales environment.**

**Based on East Rand, Gauteng.**

**Requirements**:

- Grade 12 as a minimum.
- A formal qualification with an appropriate tertiary qualification would be advantageous.
- Knowledge of customer service principles and practices.
- Knowledge of Power BI, analyse and interpret Power BI reports.
- Ability to type.
- Knowledge of administrative procedures.
- Product knowledge.
- A minimum of 7 -8 years with proven customer service, planning and administration experience within a multi-national and industrial sales environment.
- Extensive knowledge of IT systems including DOH, COH, DWM and Syspro.
- Extensive knowledge of SKF and Lincoln Products.
- Knowledge of customer service principles and practices.
- A sound knowledge of the management of high-level engineering projects to OEM customers and exports.
- A systematic, logical, analytical approach to problem solving and decision making with no risk to the business.
- Ability to present findings and recommendations to sales, management via reports and presentations.
- Act with tact and discretion in dealing with people.
- Ability to communicate and manage difficult situations with sales, warehouse, and the management team.
- Involved in strategic planning aligned to business targets.
- Ability to work with the management team, finance team, Suppliers, Group Demand Chain, Warehouse and Distribution (Global and Local Level.)
- Some domestic customer travel might be required.
- Willing to travel local and international.
- Will spend time at a desk working on a computer and attending meetings.
- You are required to work extended hours including over weekends.

**Duties**:

- Planning, organising, and controlling all customer related activities within the scope of the position.
- Proactive management of customer enquiries and close follow up.
- Proactively manage Order handling process including order book management.
- Proactively Adhere to policies and procedures for order enquiries, order handling, post sales activities and proposal of solutions that will benefit the customer.
- Maintain service levels to customers, in terms of efficiency enhancements, returns, customer complaints and be a part of taking or introducing corrective actions.
- Deal directly with customers either by telephone, electronically or face to face.
- Identify customers wants and needs.
- Respond promptly to customer enquiries.
- Handle and resolve customer complaints. Obtain and evaluate all relevant information to handle product and service inquiries.
- Provide pricing and delivery information.
- Perform customer validations.
- Set up new customer accounts.
- Manage workflow to meet customer time frames.
- Organise workflow to meet customer time frames.
- Direct requests and unresolved issues to the designated resource
- Manage customers’ accounts.
- Keep records of customer interactions and transactions (quotes, orders, etc.)

As an applicant you agree to make available to Elchemie all necessary personal information required for the purpose of potentially securing employment and you understand and agree that should you upload personal information and data, that information will be shared with our authorised job placement database service provider, job portals, and -websites, where such an advert is managed by our services and service providers.

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