Africa Customer Service Representative

Established well over a century ago, this global player provides industry leading drilling services, equipment, and aftermarket parts & services as well as specialised tooling.

Markets served include energy, mining, oil exploration, production drilling and downhole exploration.

Your role will be to support the sale of their globally manufactured items to their customers in Africa. From the preparation and processing of sales orders, to liaising with internal departments, this role is key to their products division business success. Motivated and energetic, you have always been a team player, but you thrive on challenge and the opportunity to expand your role and, with that, a company’s success.

**Position details**:
Key responsibilities:
Prepare and manage quotes and sale orders throughout its life cycle.

Support customers located in Africa (ex: product availability and price, invoices, shipment date, claims, returns, etc.)

Work closely with Sales Managers.

Manage a portfolio of sales orders to ensure escalation and resolution of late product deliveries.

Interact with other global organizations such as supply chain, products department, after market & fleet.

Process and manage claims and return of material authorization (RMA).

Manage key operational reports and ascertain compliance with established key performance indicators.

Support finance organization.

Create invoices and other customer facing documents, ensure customers receive invoices via mail / mail.

Maintain customers, customer master files, and sales records up to date in compliance with BLY record retention policy.

Compile export documentation and ensure compliance with domestic and international trade compliance rules and regulations (as applicable to the region).

**Job Qualification & Experience**:
Required:
Matric

English, Afrikaans language oral and written communication

At least 2 years of order management experience from quoting to final delivery of the goods and beyond (claims, return )

**Skills**:Excellent Afrikaans + English language communication skills (oral and written)
Excellent organizational skills and very detail-oriented (high-output and able to manage multiple projects)
Experience with ERP systems and concepts (preferably Oracle’s Order Management, Finance, and/or Inventory modules)
General knowledge of customs clearance procedures, INCO terms, export documentation
Works under direct supervision and follows standard procedures and written instructions to accomplish assigned tasks
Resolves routine questions and problems, and refers more complex issues to higher levels

Preferable:
Experience in reading/understanding technical catalogues, in both hard/electronic versions, is desirable.
Engineering / technical background
Accounting principles knowledge is desirable
Knowledge of and operational experience in international distribution and warehousing
Experience in the mining industry is preferable but not required
Knowledge of company products is a substantial advantage
Good knowledge of MS Office® suite of tools with emphasis on MS Excel®

Behavioural competencies:

- Team orientated (must be able to work in a team-driven environment and take additional responsibilities as required)
- Customer focused
- Positive and pleasant attitude
- Ability to handle conflict and multiple priorities
- Analytical thinking
- Solutions driven
- Able to function in a high passed, and demanding environment
- Problem solving
- Manage conflicts
- Attention to detail
- Emotional intelligence
- Fast learner

**Company Description**:
Drilling services, equipment, and parts.

**Job Type**: Permanent

Application Question(s):

- At least 2 years of order management experience from quoting to final delivery of the goods and beyond (claims, return )
- Experience with ERP systems and concepts (preferably Oracle’s Order Management, Finance, and/or Inventory modules)
- General knowledge of customs clearance procedures, INCO terms, export documentation
- Experience in reading/understanding technical catalogues, in both hard/electronic versions, is desirable.
- Engineering / technical background
- Accounting principles knowledge
- Knowledge of and operational experience in international distribution and warehousing

Experience in the mining industry

**Education**:

- High School (matric) (preferred)