Customer Service Operations Specialist

1 month ago

Johannesburg, Gauteng, South Africa Tower Group Full time
Job Summary

We are seeking a highly organized and detail-oriented Customer Service Operations Specialist to join our team at Tower Group.

This is a full-time position with a competitive salary of R250,000 - R300,000 per annum, depending on experience.

Key Responsibilities
  • Reception Duties
    • Respond to all incoming calls professionally and direct them to the correct recipient
    • Take messages and ensure that the calls are followed up on
    • Manage the stationery requirements of the Office
  • General Administration
    • Filing and archiving of paperwork, including supporting other departments in doing so
    • Manage office stock such as tea/coffee/milk/sugar/toilet paper etc. Place orders for stock and ensure that adequate stock has been issued to all staff and departments
    • Improve processes and policies in support of organizational goals. Formulate and implement departmental and organizational policies and procedures to maximize output
  • Order Processing
    • Document telephone orders onto Order Form
    • Check all fax, internet, and email orders and print
    • Capture all orders into Macola accurately and ensure that the prices are as per the approved pricelist for that customer
    • Reconcile EPS, Surgitrack, and Orderwise orders from Macola to the systems
    • Prepare monthly reports
    • Handle customer enquiries and customer queries
    • Review orders by comparing to original order and print invoices (where you have not captured the order)
  • Backorders
    • Capture all backorders when received
    • Communicate ETA for backorders to be dispatched to customers and keep customers up-to-date
    • Clear backorders on a timely basis
  • Billing and Dispatch
    • Submit Bill & Sends to Jhb before 3pm each day
    • Record Bill & Sends in the Bill & Sends register
    • Review the Bill & Sends Register on a daily basis
  • 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
  • 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
  • Goods Returned and 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
    • Review the weekly Goods Returned log and ensure that items are cleared out within 2 weeks
  • Health, Safety, and Environment
    • Maintain the health and safety principles of the organization
    • Manage stock of hairnets and dustcoats
    • Ensure a safe and secure working environment
  • Quality Assurance
    • Ensure that product quality and safety is maintained throughout the orders process
    • Monitor expiry dates and ensure that customers are made aware of storage requirements for products
  • Requirements
    • Matric (Grade 12) qualification required
    • A minimum of 5 years' experience in a similar role, with at least 2 years' experience in a supervisory or management position

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