Client Relations Specialist

JOB TITLE: CLIENT RELATIONS SPECIALIST

DEPARTMENT: CUSTOMER SERVICE EXCELLENCE

REPORTING TO : CUSTOMER SERVICE MANAGER

LOCATION: JOHANNESBURG, SOUTH AFRICA

ADDITIONAL INFO:

PURPOSE OF POSITION

The Client Relations Specialist is responsible for overseeing all back-office functions essential for receiving, processing, and confirming customer orders promptly, particularly for clients in the MENA region, with a focus on Northwest Africa. This role aims to enhance efficiency in order processing and revenue generation while ensuring that customer delivery expectations are met and improving overall customer satisfaction. The specialist will also manage outbound customs and trade matters and maintain accurate customer data.

KEY RESPONSIBILITIES

• Comprehensive understanding of international trade regulations, especially within the African context.
• Processing and managing orders in collaboration with factories and clients.
• Evaluating orders and securing necessary approvals such as pricing, discounts, and shipping details prior to order processing.
• 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 improving delivery times.
• Ensuring compliance with organizational policies throughout the order flow.
• Collaborating with the finance team to resolve any invoicing and pricing discrepancies.
• Monitoring and assessing all orders and sales processes, providing weekly updates to clients.
• Managing communication between the sales team and customers.
• Collaborating with factories and clients during inspection processes to facilitate smooth shipments.
• Verifying the accuracy of shipping documents and proactively addressing potential customs clearance issues.
• Organizing all documents in respective order folders and sharing them with relevant parties as needed.
• Assisting clients and factories with Letters of Credit and providing necessary information.
• Coordinating with freight forwarders and clients regarding shipment deliveries.
• Logging, monitoring, and evaluating all order-related issues.
• Supporting sales teams in obtaining required proforma documents and related information.

DELEGATION OF AUTHORITY

• As per Board-approved Delegation of Authority and as necessary for functions outside the established authority.
• As delegated 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.
• Knowledge of International Trade.
• Familiarity with import/export carriers and customs regulations.

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 an advantage.

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 actions to enhance customer experience.
• Holds team members accountable for fulfilling customer needs.
• Identifies and addresses gaps in the team's capacity to meet evolving customer demands.
• Continuously refines processes to align better with customer expectations.

Visionary

• Considers long-term implications, taking a holistic view of the business.
• Clearly communicates the organization's vision and strategy to the team, ensuring alignment of efforts.
• Inspires the team to pursue initiatives that create sustainable value.

Team Builder

• Encourages the development of innovative ideas through experimentation.
• Challenges team members to devise breakthrough solutions.
• Ensures diverse perspectives are integrated into the innovation process.
• Motivates others to tackle challenges in novel and effective ways.

Resilient

• 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 recognize the impact of their contributions.

Results-Oriented

• Cultivates a cohesive team that drives organizational success.
• Clearly defines goals and roles for team members.
• Assembles a team with a balanced skill set, leveraging individual strengths.
• Celebrates team achievements.

Adaptable

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

Innovative for Impact

• Sets ambitious expectations and leads others to achieve results through Value-Based Solutions.
• Encourages persistence in the face of setbacks, fostering a sense of urgency to deliver high-quality results.
• Drives a culture of continuous improvement and sustainability.

Strategic

• Facilitates experimentation to identify optimal solutions.
• Shares insights gained from both successes and failures.
• Creates opportunities for self and others to explore new initiatives.
• Applies lessons learned from various experiences to new challenges.

Lead with Value-Based Solutions

• Establishes credibility in Value-Based Solutions by leading improvement initiatives.
• Coaches leaders on utilizing Value-Based Solutions to address business challenges and opportunities.
• Develops the team's expertise in Value-Based Solutions, building 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 diverse portfolio includes market-leading expertise in mobility technologies, retail and commercial fueling, fleet management, telematics, vehicle diagnostics, and smart city initiatives. Our commitment to inclusion, diversity, and corporate responsibility shapes our strong organizational culture, fostering a vibrant community through various employee resource groups and active support for community initiatives.