Customer Liaison Officer

A salaried position exists for a Customer Liaison Officer at Elandsfontein**.** Applications are invited from **suitable persons with the required qualifications and experience.**

**PURPOSE OF THE JOB**

To ensure smooth sales operation and satisfactory customer service to all customers (both internal and external).

**MINIMUM REQUIREMENTS**

**Educational Qualifications**
- Matric (Grade 12)
- Certificate in Customer Service / Marketing / or related (NQF 5)

**Experience**
- Up to 3 years’ Customer Service experience / operating as a Call Centre Operator/ Customer Liaison Officer in a Retail/ manufacturing environment.

**MAJOR RESPONSIBILITIES AND KEY RESULTS AREAS**

**End-User Administration**
- Delivers the best possible experience to each business, customer and End-user queries. Problem-solving with a can-do attitude
- Ensures End users are understood clearly to avoid repeat queries and complaints and offer first-time resolution
- Identifies and solves problems within its own operating area in line with the company's core values

**Order Processing**
- Contacts customers daily as per calling schedule
- Received calls and orders from customers
- Liaises with the Business Representative
- Receives and actions work instructions from Business Rep
- Checks account status, credit viability and limits
- Checks stock availability and advise the customer
- Records orders on order sheets
- Generates orders on SAP as per generating orders procedure
- Releases order (Invoice generation) for shipment and FLO
- Advises Warehouse & Distribution Manager, supervisor and Value Logistics supervisor on orders not released
- Controls special, late and same-day deliveries by recording these deliveries in the special, late delivery book
- Advises customer of planned delivery time

**Claims Processing**
- Generates orders on SAP as per claims procedure
- Generates instruction on SAP as per Check and Charge Procedure
- Releases order (Invoice generation) for shipment & FLO (Feedback Logistics Optimizer)
- Generates order on SAP as per rotation procedure

**Service Support (Internal and External)**
- Addresses queries passed on by Value Logistics within 8 hours of receipt of the query
- Addresses special/miscellaneous requests from customers
- Provides quotes on an ad-hoc basis to customers
- Builds and maintains acceptable customer service standards with the Warehouse and Distribution department (Warehouse Supervisor, Value Logistics) and Business Representative at all times
- Resolves customer queries passed on by the Business Representative or any other key stakeholder in the business
- Supports the entire team on any overflow work when required
- Identifies and solves problems whilst demonstrating a high level of integrity in line with the company's core values

**Compliance**
- Operates within controls and procedures to ensure the integrity of the company
- Reports risks or areas of concern to management within area of responsibility
- Promotes compliance with all relevant regulations and procedures to prevent fruitless, wasteful and irregular expenditure

**Cost and Financial Control**
- Supports the effective and transparent use of financial and other resources
- Limits expenditure, reduces costs and ensures deviations from budgetary limits are reported to the direct Manager

**ESSENTIAL KNOWLEDGE AND REQUIRED SKILLS**
- Computer Literacy (MS Office Suite; SAP)
- SalesForce or any related CRM system
- Good telephone etiquette
- Must be able to work cellphone standby shifts between the hours of 17:30 till 22:00 on Weekdays
- Able to work cellphone standby on weekends and public holidays from 07:00 to 22:00
- Communication skills (both verbal and written)

**ATTRIBUTES**
- Proactive
- Action-oriented
- Problem Solving and Analytical skills
- Flexibility
- Planning and Organising
- Customer Focused
- Resilient