Customer Care Representative

PURPOSE

The customer service representative is the interface between our organization and our clients.

This person is responsible for processing all orders and handling all quality issues. Your purpose is to minimize the friction between clients and production, making dealing with our company effortless for clients.

To be successful in this role you will need to be meticulous, have a good attitude and drive for customer satisfaction. You should also have a mindset to deliver all areas of the job on time and in full.

SPAN OF CONTROL

This position will form part of the Customer Care Team and will report into the Customer Care Manager.

QUALIFICATIONS
- Matric with Mathematics and Math’s Literacy.
- Bachelor’s Degree or Diploma in Logistics/Supply chain qualification and/or a relevant customer service qualification.

KEY ACCOUNTABILITIES & OUTPUTS
- Responsible for checking of stock on the ERP system to ensure availability of stock
- Reserving of stock for clients and monitoring reserved quantities.
- Liaise with planning regarding out-of-stock items.
- Liaise with the Quality department to have material inspected
- Liaise with stock clerks for releasing of stock
- Work of the sales ticket automation program timeously, but also with good Business etiquette.
- Work towards and maintain the time expectancy on all tickets
- Perform administrative duties including filing.
- Process orders from customers on ERP.
- Processing of COD account proforma invoices and orders.
- Processing of Voke and Yudu request
- Processing of R & D, Marketing, and photography requests
- Processing of Sports fields and all import pricing requests.
- Processing of sample orders (POS- Point of Sale), custom specialised orders, showroom orders
- Selling of discontinued stock, strike your deal, waste accounts and parcel orders.
- Processing of requests for cancellation of order on the ERP system
- Make special delivery confirmations by working closely with (transport/ warehouse departments)
- Receiving and processing customer complaints on the Replacement Procedure document for the Quality department
- Manage large amounts of incoming calls
- Answer all incoming call centre calls within 3 rings to ensure there are no missed calls.
- Go the extra mile to engage with customers and improve service levels constantly
- Greet customers warmly and ascertain problem or reason for calling
- Use telephones to reach out to customers and verify account information
- Daily checks of all outstanding orders to improve assignment age and maintain a clean order book
- Meet personal/team monthly order targets
- You assume full ownership of any quality issues that sales routes to you
- Your case cycle times are minimized
- Your work is error free
- Clients that are uncertain about what products or solutions are required to solve them
- problem, are escalated to sales
- All client contacts are recorded — in real time — in CRM.
- Your relationships with other team members are productive and free from conflict
- You engage in no behaviour that is damaging to — or in competition with — our company policies
- Participate in short daily WIP meetings 2. Create and close cases in CRM or appropriate ERP solution 3. Enter details into CRM 4. Generate case or order acknowledgement.
- Tier 2 Customer Service: Customer Service Representatives will own all cases and will project manage them by gathering the required information to be able to complete the case.
- Customer Service Representatives will not relinquish responsibility of cases to Tier 2 Customer Service. They will investigate the answer and if no resolution is found, they will escalate cases to Tier 2 Customer Service by creating tasks against the case they own.
- Inside Sales - Inside Sales will route customer-service issues and orders to you for processing b. You will transfer inquiries to sales or field sales when the client is unsure of their requirements (i.e. they don’t have a list of required SKU’s).

**REQUIREMENTS**:

- At least 2-3 years’ experience.
- Willing to work flexible hours.
- At least 2-3 years’ experience working with Microsoft Packages.

COMPETENCIES
- Valuing Differences - Working effectively with individuals of diverse cultures, interpersonal styles, abilities, motivations, or backgrounds; seeks out and uses unique abilities, insights, and ideas from diverse individuals.
- Work standards - Setting high standards of performance for self and others; assuming responsibility and accountability for successfully completing assignments or tasks; self-imposing standards of excellence rather than having standards imposed.
- Earning Trust - Gaining others’ confidence by acting with integrity and following through on commitments while disclosing own positions; treating others and their ideas with respect and supporting them in the face of challenges.
- Initiating Action - Taking prompt action to accomplish work goals; taking action to achieve results beyond what is require