Customer Services Representative

3 weeks ago

Durban, South Africa Vopak Full time

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Purpose of Position

Responsible to manage allocated customers effectively and ensure that the service promise is realized through the service delivery process. Monitor and report progress to the customer proactively, including deviation management. Manage the customer's expectations through service level agreement management and performance tracking and reporting.

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.

Tasks & Responsibilities

Align service expectation against service delivery through;
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.

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 customers 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 the customer 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, and feedback to customers aligned to Vopak standards.

Invoicing

Prepare invoices; ensure the correctness of the invoices and documentation prior to posting.
Follow up on unpaid invoices and escalate where necessary.

Stock Management

Work closely with Stock Controllers to ensure stock movements are confirmed and reported timeously to customers;
Ensure slops are accurately recorded and captured in the system and managed effectively to ensure legal/required removal from site.

Service Level Improvement

Report and make recommendations to improve service levels.

Qualifications & Experience Required

Grade 12
Diploma or degree in Commercial, Business Management, and Marketing
3-5 years relevant experience
Proven ability to manage, maintain and deliver against Customer requirements

Skills, Knowledge & Competencies Required

**Skills Required**:
Interpersonal skills
Teamwork
Customer Orientation
Result Orientation
Quality Orientation
Problem Analysis, judgment and solving ability
Change management
Data Analysis skills
Planning & Organizing

**Knowledge Required**:
High-level ability in numeracy and literacy skills
Moderate to advance computer skills
Recommended systems skills
Relationship nurturing skills
High attention to detail

**Competencies Required**:
Analytical skills
Above-average written/oral communications skills
Management skills
Mathematical skills
Conflict Management
Report Writing skills

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