Customer Service Consultant

We Go Places How about you?
Immediate Superior: Secondary Team Lead Inbound Outbound Job Grade: 6 Location: Tygervalley Function: Supply Chain Sub Function: Customer Services and Logistics Type of Contract: Permanent Reference Number: 137350

Applications are invited for the above-mentioned position in the Customer Services and Logistics Function based in Tygervalley. This person will be reporting to the Secondary Team Lead Inbound Outbound and responsible for delivering exceptional customer service by performing inbound / outbound calls to customers.

Key Performance Areas would include, but are not limited to:

- Ensure accurate daily planning; contact all customers due for delivery; facilitate follow-up sales calls.
- Prevent late orders by placing them accurately and timeously.
- Confirm all orders with customers to ensure validity and accuracy, before submission.
- Correct incomplete orders, check all EDI orders and release / rejecting or escalating queries where required to the appropriate department.
- Perform sales activities, customer inquiry management, product, promotion awareness, and customer relationship management to consistently meet or exceed weekly and monthly sales goals.
- Assist customer with order make-up using the past orders.
- Promote products to customers:

- introduce & promote new products & packaging.
- inform customers of discontinued products & packaging
- inform customers of out-of-stock products & suggest alternatives.
- inform customers of products on promotional cycle or sell-out lists
- introduce & promote empty returns to customers.
- Encourage the sale of full cases & pallets (where applicable), offering alternatives to single/ by unit product requirements.
- Responsible for the maintenance and update of customer files and records:

- Ensure that information on the customer’s product portfolio is kept up to date and their records are accurate from a contact and product delivery perspective
- Ensure all customer queries are dealt with timeously and efficiently, being a ‘single point of contact’ and ‘first point of resolution.’

Handling customer queries via effective Case Management.
- co-ordinate with appropriate departments to ensure customer queries are solved within SLA.
- complete sales and/or returns activities in salesforce in order to ensure visibility and reporting.
- follow-up with customers regarding all queries lodged and assess satisfaction.
- ask for assistance to resolve the customer query immediately, preferably without the need to pass it to another consultant / department.
- escalate concerns to the appropriate stakeholders.
- Take responsibility for own development and contribute to team effectiveness.
- Develop effective manager and peer working relations.
- Take responsibility of own performance goals and personal growth.
- Manage your career (Objective setting Scorecard, PDP are in place).
- Drive own development to ensure knowledge and skills remain current.
- Minimum of Matric qualification (GR12)
- A minimum of 2 years’ experience telesales, customer service or call centre environment.
- Understanding of call centre operating models, performance requirements and reporting.
- Previous experience with order taking in a call centre environment.
- Good telephonic communication skills & etiquette and the ability to use telephone-based selling approaches to meet targets.
- Good relationship and repour building skills with the ability to maintain professional working relationships with customers and internal stakeholders.
- Ability to multi-task, take orders and answer inquiries while completing other assigned tasks.
- Attention to detail & ability to ensure orders are captured accurately and that customer follow
- ups happens timeously.
- Able to grasp concepts quickly in the customer relationship system as it relates to aspects.

The Company’s approved Employment Equity Plan and Targets will be considered as part of the recruitment process. As an Equal Opportunities employer, we actively encourage and welcome people with various disabilities to apply. Heineken Beverages (South Africa) (Pty) Ltd) is committed to an organisational culture that recognises, appreciates and values inclusion and diversity. You must be fully eligible to live and work in South Africa to apply