Client Relations Specialist

1 week ago

Johannesburg, Gauteng, South Africa Vontier Full time

JOB TITLE: CLIENT RELATIONS SPECIALIST

DEPARTMENT: CUSTOMER SERVICE EXCELLENCE

REPORTING TO : CUSTOMER SERVICE MANAGER

LOCATION: JOHANNESBURG, SOUTH AFRICA

PURPOSE OF POSITION

The Client Relations Specialist is responsible for overseeing all administrative functions necessary to receive, process, and confirm customer orders promptly, particularly for clients within the MENA region, with a focus on Northwest Africa and those purchasing solution-oriented products for the Retail and Fueling Solutions sector. The primary goal of this role is to enhance order intake efficiency and revenue generation while aligning with customer delivery expectations to elevate the overall customer experience. Additionally, this position entails managing outbound customs and trade matters and maintaining accurate customer data.

KEY RESPONSIBILITIES

  • Comprehensive understanding of international trade regulations, especially within the African context.
  • Evaluating and processing orders in collaboration with factories and clients.
  • Securing necessary approvals for orders, including pricing, discounts, and shipping details.
  • Documenting all orders and tracking shipment details using Sales Force.
  • Coordinating with factories regarding production timelines to ensure order readiness.
  • Participating in discussions with factories to address production challenges and explore solutions for improved delivery times.
  • Ensuring compliance with organizational policies throughout the order flow.
  • Collaborating with the finance team to resolve any invoice and pricing discrepancies.
  • Monitoring and assessing all orders and sales processes, providing weekly updates to clients.
  • Managing communication between the sales department and customers.
  • Facilitating inspection processes with factories and clients to ensure seamless shipment.
  • Verifying the accuracy of shipping documents and proactively addressing potential customs clearance issues.
  • Organizing and filing all documents related to respective orders, sharing them with clients and relevant teams as needed.
  • Assisting with Letters of Credit and providing necessary insights.
  • Coordinating with freight forwarders and clients regarding shipment deliveries.
  • Logging, monitoring, and evaluating all order-related issues.
  • Supporting sales teams in acquiring required proforma documents and relevant information.

DELEGATION OF AUTHORITY

  • As per Board-approved Delegation of Authority and as necessary for functions outside the standard authority.
  • As assigned by the Managing Director when required.

POSITION RELATIONSHIPS

Internal External

  • Heads of Departments
  • Key Account Managers
  • Regional Sales Managers
  • Finance Team
  • Factories
  • Suppliers
  • Customers
  • Freight Agents

MEASURES OF PERFORMANCE (INDICATORS)

  • Leading: Customer Retention, Customer Satisfaction
  • Lagging: Revenue Growth, Timely Response and Delivery

PERSONAL QUALIFICATIONS & EXPERIENCE

Required

Education/ Achievements

Degree in a relevant field or equivalent experience.

Experience/ Knowledge

  • Minimum of 5 years in customer service.
  • Experience in Sales Management.
  • Background in Logistics and Supply Chain.
  • Familiarity with International Trade.
  • Knowledge of import/export carriers and customs processes.

Preferred

  • Customer service experience in a related industry.
  • Further education in Logistics and Supply Chain.
  • Additional knowledge in International Trade.
  • Experience with Sales Force is advantageous.

SPECIFIC SKILLS

  • Proficient in Excel with strong dashboard and visual presentation skills.
  • High attention to detail.
  • Strong problem-solving and decision-making abilities.
  • Excellent interpersonal and communication skills (both verbal and written).
  • Team-oriented attitude.
  • Knowledge and experience in the Fuel Retail industry.
  • Extensive understanding of internal MRP processes and infrastructure.

LANGUAGE PROFICIENCY

  • English - Full Professional Proficiency
  • French – Full Professional Proficiency
  • Portuguese - Full Professional Proficiency

ROLE SPECIFIC COMPETENCIES & BEHAVIOURS

Competency Descriptors

Customer-Centric

  • Actively seeks customer feedback and implements improvements to enhance customer experience.
  • Holds team members accountable for meeting customer expectations.
  • Identifies and addresses gaps in the team's ability to meet evolving customer needs.
  • Continuously refines processes to align more closely with customer requirements.

Inspiring

  • Maintains a long-term vision for the business beyond daily operations.
  • Clearly communicates the organization's vision and strategy to the team, ensuring alignment of efforts.
  • Guides the team in pursuing opportunities that create sustainable value.

Team Development

  • Encourages and nurtures innovative ideas through experimentation.
  • Challenges team members to develop creative solutions.
  • Ensures diverse perspectives are included in the innovation process.
  • Motivates others to tackle challenges in new and effective ways.

Courageous Leadership

  • Fosters a positive and optimistic environment in support of shared goals.
  • Effectively communicates the organization's vision in relatable terms.
  • Helps others envision a brighter future for the organization.
  • Ensures team members understand the impact of their contributions.

Results-Oriented

  • Builds a cohesive team focused on achieving organizational goals.
  • Clearly communicates objectives and roles to team members.
  • Assembles a team with a diverse skill set that leverages individual strengths.
  • Celebrates team successes and achievements.

Adaptable

  • Guides team members on standing firm in their beliefs during challenges.
  • Addresses difficult organizational issues and conflicts directly.
  • Communicates challenging messages with clarity.
  • Demonstrates the courage to make tough decisions when necessary.

Innovative for Impact

  • Sets high expectations and motivates others to achieve results.
  • Encourages persistence in the face of setbacks.
  • Creates urgency within the team to deliver high-quality results on time.
  • Promotes a culture of continuous improvement and sustainability.

Strategic Thinking

  • Leads initiatives to identify optimal solutions.
  • Shares insights gained from both successes and failures.
  • Creates opportunities for experimentation and learning.
  • Applies lessons learned from diverse experiences to new challenges.

VBS Leadership

  • Establishes credibility in VBS by leading improvement initiatives.
  • Coaches leaders on utilizing VBS to address business challenges.
  • Develops VBS expertise within the team, fostering capable support resources.
  • Actively seeks subject matter experts to enhance organizational capability.

Vontier is a global industrial technology company dedicated to advancing smarter transportation and mobility solutions. Our commitment to inclusion, diversity, and corporate responsibility shapes our vibrant culture, supported by various employee resource groups and community initiatives.

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