Customer Support Specialist

**JOB TITLE**:
Customer Support Specialist

**PURPOSE**:
Effectively liaise between an organization and its customers. This person ensure that packaging products and services are delivered timeously and as expected.

**CONTEXT**:
This is the position profile in a normalized situation, and it recognizes only the core responsibilities. Employees might be required to perform duties that are not listed in this profile

KEY DIALS
- Effectively initiate safety program in filed services department
- Effectively manage key accounts and onsite operations
- Effectively Design effective Solutions
- Effective participation in processing and fulfillment of orders
- Effectively ensure safety of the working environment within area of responsibility in line with ISO 9001 AND 45001

COMPETENCY REQUIREMENTS OF THE POSITION

Knowledge

**Skills**:
Behaviours

General

Company
- Mathematical Skills
- Presentation Skills
- Project Management Skills
- Planning & Organizing Skills
- Analytical Skills
- Managing resources
- Communication & Interpersonal Skills
- Costing Skills
- People Skills
- Conflict Management Skills
- Problem solving skills
- Professionalism
- Confidence
- Deadline & results driven
- Attention to detail
- Business/Industry Awareness
- Independent
- Trustworthy & reliable
- Health & Safety awareness
- Customer focused
- Negotiating
- Technical Knowledge
- Business Operations Knowledge
- Understanding of OHS Act
- Understanding of BCEA
- Product knowledge
- Operational structure knowledge
- Understanding of equipment & machinery
- Timber knowledge
- Packaging plastics knowledge
- CRM
- Microsoft Office
- Understanding of imports & exports

Qualification

Business Related Diploma

Experience

2 - 3 Years’ experience in manufacturing and/or production industry. Client services experience

Job Grade

C3

Reports to

Client Services Manager

Parallel Report

None

Key Performance Area (KPA)

Activities

1. Effectively initiate safety program in field services department
- Ensure that safety directives are communicated within field services department
- Deliver toolbox talks
- Ensure that risk assessments for work undertaken is completed
- Ensure compliance to PPE requirements
- Participate in safety incidents investigations
- Report safety incidents to Client Services Manager
- Report potential safety hazards to Client Services Manager
- Ensure compliance to safety regulations
- Perform inspections on trailer, vehicle and tools

2. Effectively manage key accounts and onsite operations
- Effectively communicate with customer
- Design unique solutions according to customer’s needs
- Effectively explore cost saving and new packing methods with customer
- Effectively manage the account of the client in terms of payments, purchase orders, tax invoices, price negotiations

3. Effectively Design effective Solutions
- Receive requests from customers
- Analyze customer requests
- Design and communicate solution with customer
- Negotiate and obtain service delivery approval from customer

4. Effective participation in processing and fulfillment of orders
- Create job cards / quotes in salesforce
- Resolve inquiries from sales administrator and clients
- Escalate queries to Client Services Manager as/when required
- Follow up on quote to order process
- Initiate requests for variation on placed orders
- Ensure that all documents, post-job completion, is received

5. Effectively ensure that the organisation health and safety is maintained in line with ISO 9001 AND 45001
- Ensure that you work according to safety working standards.
- Observe and address safety behaviour within area in line with ISO 45001 &9001.
- Participate in safety meetings (discuss plans, performance, improvements)
- Inform line Managers of any unsafe behaviours and/or unsafe working conditions and initiate corrective measures where applicable
- Observe Safety & Quality are core organizational value at all levels.
- Promote a positive culture of learning and improvement by learning from incidents, sharing lessons learnt, and following up on actions and commitments to ensure effective implementation.

**SIGN OFF**

Ability to commute/relocate:

- Alberton, Gauteng: Reliably commute or planning to relocate before starting work (required)

**Education**:

- Diploma (preferred)

**Experience**:

- manufacturing and/or production industry and client services: 3 years (preferred)