Customer Service Representative

2 weeks ago

East Rand, South Africa Enshrine Placements Full time

Our client currently has an opportunity for a Customer Service Representative that is analytical and can work with big data and systems.

The successful incumbent will have a minimum of 5 -7 years with proven customer service, planning and administration experience within a multi-national and industrial sales environment.

Position details:
Reports to: Customer Services Manager
Job Purpose:
Ensuring an unbeatable customer service through effective and efficient support to the business in support of achieving the business goals.
Actively support the sales team in driving sales targets.
Close management of customer order book to support customer requirements.
Proactively meet all customer expectations with detail, accuracy, manage customer enquiries, manage all demand chain related tasks of customer portfolios and perform any other adhoc customer service-related tasks in line with the business strategy.
Take part in leads and opportunity generation for sales and sales campaigns.
Knowledge of the company products.

Primary functional objectives of the role:
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 order handling process including order book management.
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.
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.)
Record details of complaints (CCP database)
Manage customer complaints including corrective actions.
Prepare and distribute customer back order reports.
Manage administration.
Communicate and coordinate with internal departments.
Follow up on customer interactions.
Drive and support Web Customer Link (WCL).
Actively support sales force in driving sales targets.
Pricing of customer orders.
Price and quotation management and follow up.
Any other adhoc requirements need by the company.
Lead and participate in quality improvement practices.
Continuously improve to increase efficiency and productivity.

Administration:
Ability to develop processes and systems to improve operational effectiveness, efficiencies and productivity.
Ensure all documentations of all customer orders processes is kept together and share appropriate documents with relevant stakeholders.
All supporting documents must be filed away for audit and warranty purposes.

Responsibilities for:
Demonstrate the company values of high ethics, accountability, responsibility, teamwork and openness.
A purposeful action taker, systematic, logical, analytical approach to problem solving and decision making.
Foster a positive high-performing working climate within a team whereby constructive feedback is used as an up-skilling opportunity.
Contribute to a high-performance culture, continuously provide feedback, challenge sales team and encourage company behaviours.
Actively focus on offering assistance and guidance to the customer service team.
Strong listening, telephone, administrative, organisational, negotiation, administration, organisational, negotiation and follow up skills are required.
Must have attention to detail with the ability to analyse and problem solve.
Must have the ability to listen, attention to detail, must be customer service orientated, highly motivated and enthusiastic.
Must be able to adapt, show initiative and be a team player.
Must have the ability to work under pressure with little or no supervision, multitask, bel flexible.
Must be process driven.
Stress tolerance and have the ability to handle pressure.
Responsible for the equipment used within the work environment.
Required at all times to communicate and escalate where appropriate business critical information gleaned from customers, distribution network and to the sales team.
Analysis of data in order to make day-to-day job-related decision and to prioritise work in line with operational requirements.
Required to direct the decision-making process of cross-functional colleagues to support customer requirements and required service levels.
Required to make quick decisions and anticipate needs and have the ability to react to operational situations in a timely and appropriate manner.
Required at all times to adhere to the limits of authority.
Excellent communication skills are required as the person will be expected to negotiate and influence at all levels.
Objective, assertive and on-going communication is required both externally and to the internal organisation.
Required to attend meetin

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