Customer Service Representative

**International bearing and seal manufacturing company is in search of an experienced Customer Service Representative. Min 5-8 years proven customer service experience in Industrial Sales environment required. Extensive knowledge of IT systems and bearing and seals product lines required. Based on East Rand, Gauteng.**

**Requirements**:

- Grade 12 as a minimum.
- A minimum of 5 -8 years with proven customer service, planning and administration experience within a multi-national and industrial sales environment.
- Extensive knowledge of IT systems including DOH, COH, DWM and Syspro.
- Extensive knowledge of Bearing and Seals Products.
- Knowledge of customer service principles and practices.
- A sound knowledge of the management of high-level engineering projects to OEM customers and exports.
- A systematic, logical, analytical approach to problem solving and decision making with no risk to the business.
- Ability to present findings and recommendations to sales, management via reports and presentations.
- Act with tact and discretion in dealing with people.
- Ability to communicate and manage difficult situations with sales, warehouse, and the management team.
- Involved in strategic planning aligned to business targets.
- Ability to work with the management team, finance team, Suppliers, Group Demand Chain, Warehouse and Distribution (Global and Local Level.)
- Experience of working in an international environment with respect to customer service, service planning and administration.
- Ability to analyse and interpret relatively complex data in a logical manner.
- A formal qualification with an appropriate tertiary qualification would be advantageous.
- Knowledge of customer service principles and practices.
- Knowledge of Power BI, analyse and interpret Power BI reports.
- Ability to type.
- Knowledge of administrative procedures.
- Product knowledge.

**Duties**:

- Planning, organising and controlling all customer related activities within the scope of the position.
- Proactive management of customer enquiries and close follow up.
- Proactively manage the SKF Order handling process including order book management.
- Proactively Adhere to policies and procedures for order enquiries, order handling, post sales activities and proposal of solutions that will benefit the customer.
- Maintain service levels to customers, in terms of efficiency enhancements, returns, customer complaints and be a part of taking or introducing corrective actions.
- Deal directly with customers either by telephone, electronically or face to face.
- Identify customers wants and needs.
- Respond promptly to customer enquiries.
- Handle and resolve customer complaints. Obtain and evaluate all relevant information to handle product and service inquiries.
- Provide pricing and delivery information.
- Perform customer validations.
- Set up new customer accounts.
- Manage work flow to meet customer time frames.
- Organise workflow to meet customer time frames.
- Direct requests and unresolved issues to the designated resource
- Manage customers’ accounts.
- Keep records of customer interactions and transactions (quotes, orders, etc.)

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