Customer Service Consultant

2 months ago

Johannesburg, Gauteng, South Africa Vontier Full time
Job Title: Customer Service Consultant

We are seeking a highly skilled Customer Service Consultant to join our team at Vontier. As a key member of our organization, you will be responsible for driving all back-office activities necessary to receive, process, and confirm customers' orders in a timely manner.

Key Responsibilities:
  • Full understanding of international trade requirements, particularly within the Africa region.
  • Assessing and processing orders with factories and customers.
  • Evaluation of orders and obtaining necessary approvals, such as pricing, discount, and shipping information, before processing orders.
  • Logging all orders and tracking shipment details in Sales Force.
  • Coordinating with factories on production lead times and ensuring order readiness.
  • Attending calls with factories to understand production issues and discuss ways to improve delivery times.
  • Ensuring an appropriate order flow with compliance to organizational policies.
  • Coordinating with the finance department to resolve invoice and pricing issues.
  • Monitoring and evaluating all orders and sales processes, providing weekly reports to customers.
  • Managing communication with the sales department and customers.
  • Working with factories and customers on inspection processes to ensure smooth shipment.
  • Verifying the accuracy of shipping documents and proactively addressing any issues during custom clearance.
  • Filing all documents in respective order folders and sharing them with customers, sales, and AR teams when necessary.
  • Collaborating with factories and customers on Letter of Credits and providing necessary inputs.
  • Coordinating with forwarders and customers on shipment deliveries.
  • Logging, monitoring, and evaluating all order issues.
  • Assisting sales teams in obtaining required proforma documents and related information as needed.
Delegation of Authority:
  • As per Board-approved DOA and as necessary for functions outside the DOA.
  • As delegated by the Managing Director, when necessary.
Position Relationships:
  • Head of Departments.
  • Key Accounts Managers.
  • Regional Sales Managers.
  • Finance team.
  • Factories.
  • Suppliers.
  • Customers.
  • Freight agents.
Measures of Performance (Indicators):
  • Leading: Customer Retention, Customer Satisfaction.
  • Lagging: Revenue growth, On-time response and delivery.
Personal Qualifications & Experience:

Required:

  • Degree in a relevant field or equivalent experience.
  • 5-year customer service experience.
  • Experience in Sales Management.
  • Experience in Logistics and Supply Chain.
  • Experience in International Trade.
  • Knowledge of import/export carriers and customs matters.

Preferred:

  • Customer service experience in a similar industry.
  • Further studies to include Logistics and Supply Chain.
  • Further knowledge to include International Trade.
  • Experience on Sales Force an advantage.
Specific Skills:
  • Strong Excel dashboard and visual presentation skills.
  • Significant attention to detail.
  • Problem-solving and decision-making skills.
  • Strong interpersonal and communication skills (Verbal & Written).
  • Strong teamwork attitude.
  • Fuel Retail industry knowledge and experience.
  • Extensive knowledge 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 Obsessed:
    • Solicits voice of the customer and drives actions to improve customer experience.
    • Holds others accountable for meeting customer needs.
    • Addresses gaps in the team's ability to meet emerging customer needs.
    • Continuously improves processes to be more aligned with the customers.
  • Inspiring:
    • Thinks beyond the day-to-day, taking a long-term, big-picture view of the business.
    • Clarifies the organization's vision and strategy to the team, and ensures that efforts are prioritized to support them.
    • Leads the team to pursue possibilities that will create sustainable value.
  • Build Extraordinary Teams:
    • Nurtures and develops promising ideas through prototyping and experimentation.
    • Challenges others to develop breakthrough solutions.
    • Ensures that varied perspectives are included in the process of innovation.
    • Encourages others to address challenges in new and better ways.
  • Courageous:
    • Builds energy and optimism in others in support of Our Shared Purpose.
    • Communicates the vision of the organization in a way that others can relate to and buy into.
    • Helps others envision a greater sense of what is possible for the organization's future.
    • Ensures that others understand how their efforts and contributions make a positive difference.
  • Deliver Results:
    • Builds a cohesive team that drives the goals and success of the organization.
    • Communicates clear goals and roles to team members.
    • Builds a team that has the right mix of skills and leverages the strengths of individual members.
    • Celebrates team accomplishments.
  • Adaptable:
    • Coaches people on how to take a stand in the face of adversity when they believe in something.
    • Confronts tough organizational issues and disagreements.
    • Delivers difficult messages directly.
    • Demonstrates the courage to say 'no' when necessary.
  • Innovative for Impact:
    • Sets high expectations and leads others to achieve results through VBS.
    • Leads others to persist despite setbacks or obstacles.
    • Creates a sense of urgency in the team to deliver on time, high-quality results with an unwavering commitment to our values and standards of conduct.
    • Drives a track record of continuous improvement and sustainability.
  • Strategic:
    • Leads experimentation to find the best solution.
    • Shares lessons learned from both successes and failures.
    • Creates opportunities for self and others to try new things.
    • Applies the lessons from different experiences to new situations.
  • Lead with VBS:
    • Establish VBS credibility through demonstrating the ability to lead Kaizen events.
    • Coaches leaders on how to use VBS to address business challenges and opportunities, including selecting the appropriate tool and how to apply to generate results.
    • Builds VBS expertise of the team, establishing and growing capable VBSL support and VBS Champion resources that can support the team.
    • Willing to seek out subject matter experts in VBS in order to build capability within the organization.

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