Client Service Controller

1 week ago

Johannesburg, South Africa Finovate Full time

Our client in the Logistic sector is currently looking for a Client Services Controller to join their team in Johannesburg (Longmeadow Business Estate & Eastport Logistics Park).

**Experience**:
3-5 years’ experience in any Services environment; retail or manufacturing industry is desirable.
- Experience in the Retail and/or Supply Chain environment is a requirement.
- Any analytical background will be an added advantage.

**Purpose**:
The Client Services Controller will act as a liaison, provide product/services information and resolve any emerging problems that our clients might face with accuracy and efficiency. The CSC must be actively involved in resolving clients’ issues, troubleshooting problems, resolving complaints and extracting data to compile reports according to KPI’s and SLA’s. The CSC is expected to understand and satisfy the clients' requirements and exceed their expectations where possible.

**Responsibilities & Accountabilities**:

- General administration and customer account processing and reconciliations (query resolution process).
- Processing and matching of customer transfer notes.
- Reconciliation of accounts and controlling of equipment.
- Conducting Daily/Weekly/Monthly/Quarterly stock counts.
- Conducting Online Visits/Scheduled calls and providing feedback to the relevant clients and staff (if applicable).
- Investigation and resolving incorrect equipment balances.
- Investigate and resolve queries from the business & customers.
- Chase responses on Health Check queries (if applicable).
- Daily/Weekly/Monthly Reporting - Customer & Internal Reporting.
- Logging of necessary activities and Service Requests.
- Logging Collection / Return orders when needed.
- Log necessary escalations to the business.
- Maintaining a strong relationship with the customer through query resolution and proactive identification of potential issues.
- Attend management meetings if required.
- Compiling and Presenting Key Performance Indicator reporting for customer & Manager.

**Skills and Knowledge**:

- Excellent communication skills - written and verbal
- Client services orientation
- High level of attention to detail and orientation to adhere to procedures
- Effective conflict handling and resolution.
- Effective planning and time management

**Salary**: R15 000

**Starting date**:As soon as possible.

**Key accountabilities - unique contribution this role makes to the organisation**:

- Reconciliation of accounts and controlling of equipment.
- Investigate and resolve queries from the business & customers
- Daily/Weekly/Monthly Reporting - Customer & Internal Reporting.
- Log necessary escalations to the business.
- Compiling and Presenting Key Performance Indicator reporting for customer & Manager.

**List the measures or indicators of success in this role**:

- Score Card against SLA & KPI’s
- Monthly Steercom presentation
- Client satisfaction - Do a client survey every semester to evaluate efficiency and effectiveness.
- Formal & Informal Performance reviews - 360

**Authority / Decision Making**:

- Escalations to the business
- Client related decisions
- Working & interacting in a Team environment

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