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Customer Care Consultant

2 weeks ago

Durban, KwaZulu-Natal, South Africa Boardroom Appointments Full time


Key purpose:

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

Duties and responsibilities:

  • Contacting customers daily as per calling schedule.
  • Receive calls & orders from customers.
  • Liaison with the Business Representative.
  • Receive and action work instruction/s from Business Representative.
  • Check account status, credit viability and limits.
  • Check stock availability and advise customer.
  • Generate orders on SAP as per generate order procedure.
  • Release order (invoice generation) for shipment and FLO.
  • Advise Warehouse & Distribution Manager, supervisor and Value logistics supervisor on orders not released.
  • Control special, late and same day deliveries by recording these deliveries on the special/ late delivery book.
  • Advise customer of planned delivery time.
  • Actioned by customer liaison officer directly/or only from the business representative.
  • Generate order on SAP as per claims procedure.
  • Generate order on SAP as per rotation procedure.
  • Generate instruction on SAP as per Check & charge procedure.
  • Release order (invoice generation) for shipment and FLO (Feedback Logistics Optimizer).
  • Oversee daily general admin duties to support all customer services function. 
  • Address queries passed on by Value Logistics within 8 hours of receipt of the query.
  • Address any special /miscellaneous request from customers.
  • Provide quotes on an Ad Hoc basis to customers.
  • Build and maintain acceptable customer service standards with the Warehouse and Distribution department (Warehouse Supervisor, Value Logistics) and business representatives at all times.
  • Resolve customer queries (within 2 hours of receipt of query) passed on by the business representatives or any other key stakeholder in the business.
  • Team Work Must be able to support the entire team on any overflow work when required

Qualifications and experience:

  • A minimum of 2-3 years Call Centre and Customer Service experience.
  • Must be IT literate, and proficient specifically in Microsoft Office (Excel) and SAP.