Customer Service Representative

Main Purpose:
Handles all back-end support activities related to invoicing, credit notes and debit notes, ensuring proper approval has been received prior to executing such transactions.

Knowledge Skills and Abilities, Key Responsibilities:
Key responsibilities:
Managing customer product orders
- Answers inbound customer calls related to the order-to-cash process.
- Adheres to call center best practices complying with existing rules and attending customers within expected service levels.
- Generates outbound calls to customers when required.
- Ensures data is recorded without errors facilitating a smooth operation.
- Ensures cut off times are adhered to
- Maintains good, timely and effective communication with schedulers and customer

Managing customer requests and queries
- Receives and follows-up with the adequate team on customer requests and ensures customers receive timely answers in an appropriate and professional manner
- Promptly escalates any issues to Supervisor/management in order to maintain satisfactory response times.
- Records customer queries and reports to management as and when they occur

Internal customers.
- Supports Sales, Credit and Terminal staff with sales and invoicing requirements.
- Provides support to other teams when needed.
- Effective engagement with scheduling/transport, supply, terminal and pricing teams to ensure timely service to customers
- Liaises with Engineering team where applicable for customer queries
- Promptly logs tickets with IT and follows up on resolution/escalates where necessary

Back-end support.
- Generates Credit and/or Debit notes as a result of product diversions, price adjustments, rents, franchises, rebates, delivered quantity discrepancies and any other business requirements.
- Ensures all related customer account reconciliations are completed promptly when required.
- Responsible for obtaining proper approval as per delegation of authority and internal control processes prior to executing such transactions and finalization of reconciliations.
- Complies with all control standards and available procedures including safety

Daily Invoicing
- Tracks daily invoicing through the invoicing Control sheet to identify any outstanding invoicing to be done in the systems.
- Invoices all deliveries by 10am the following day
- Ensures all invoices are mailed to customers daily, on the same day of raising the invoice

Administrative requirements
- Ensure all related paperwork is either filed or kept in such manner as prescribed by direct line supervisor and/or manager.
- Generates periodic reports as required

**Requirements**:
**Experience**:

- High-school Matric qualification required.
- Diploma in business studies, logistics or related field
- 2 years industry experience. Oil industry experience an advantage
- Experience in dealing with external customers preferred.
- Background in Call Center activities or accounts departments is an advantage

**Skills**:

- Proficient in Microsoft Office and Outlook.
- Ability to communicate effectively English language.

Competencies:

- Excellent verbal and written communication
- Conflict handling skills
- Able to prioritize work tasks
- Able to handle fast moving and high pressure customer facing environment
- Problem solving skills
- Customer Service Oriented
- Quick learner
- Excellent planning and organization skills
- Proactive and detail-oriented
- Team player
- Persuasion without authority skills

Key Relationships and Department Overview:
Key Relationships:

- Internal - Pricing, Credit, Delivery Scheduler, Sales, Terminal
- External - Customers, dealers, suppliers, contractors