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Customer Service Representative

2 weeks ago

Midrand, Gauteng, South Africa Barloworld Equipment (Pty) Ltd Full time

Job Overview:

We are seeking a highly skilled Customer Service Representative to join our team as a Global Parts Sales Liaison. This role will be responsible for delivering exceptional customer service, ensuring timely and efficient resolution of customer issues, and maintaining strong relationships with clients.

Key Responsibilities:

  1. Collect and analyze customer feedback to identify areas for improvement and implement corrective actions.
  2. Escalate critical customer issues to the Assistant Parts Manager and/or Parts Manager for prompt resolution.
  3. Provide regular feedback to the Parts Manager on customer satisfaction levels.
  4. Demonstrate proactive, innovative, and appropriate solutions to deliver exceptional customer service.
  5. Maintain expert knowledge on specific products, pricing, application procedure, processing, and timelines to drive sales targets.
  6. Cross-sell opportunities and strengthen client relationships to maximize business portfolio growth.
  7. Provide an efficient administration service through careful planning, reporting, and updating of related information.
  8. Improve the customer experience when buying parts, proactively managing customer feedback and issues.
  9. Serve as the pivotal point of contact for customers at the parts counter, ensuring highest levels of customer service are maintained.
  10. Oversee the parts counter sales personnel to ensure customer service level agreements are maintained.
  11. Educate customers on the parts digital strategy, including parts.cat.com.
  12. Manage analysts in maintaining actions on PO header/item notes.
  13. Receive grieved workflows and take action accordingly.
  14. Communicate proactively to parts salespersons on critical order errors.
  15. Expedite and manage all outstanding orders with stakeholders, assisting parts managers/parts personnel in necessary training (SAP; OTV; ANTARES systems) to ensure users can action all problem orders ASAP.
  16. Action RSC messages immediately.
  17. Manage analysts in tracking and reporting FDO, CPRO, MEGA & DOWN orders.
  18. Report daily on open backorders and ESDs.
  19. Conduct monthly trend analysis with accurate and up-to-date POs.
  20. Responsibility ends when parts are invoiced by Caterpillar, ZABR orders with stock in the group - SAP report.
  21. Extract and analyze 'open order' data and assemble a monthly report.
  22. Ensure Antares and SAP are synchronized regarding backorders (delinquent order management) – possible root cause of bin issues.
  23. Liaise with DHL on ETA of airfreight backorders and communicate possible delays to relevant parts managers.
  24. Identify and communicate all open orders: backorders, cancelled, or grieved items.
  25. Manage the Open Order Report to expedite parts delivery, improve machine uptime, reduce lead time, and improve customer satisfaction.