REQUIREMENTS:

• Grade 12 or equivalent
• At least 2 -3 years call centre and customer service experience
• IT literate – Ms Excel, Sales Force and SAP

RESPONSIBILITIES:

• To ensure smooth sales operation and satisfactory customer service to all customers (internal and external)
• Order Processing

• 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 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.
• Process Claims

• 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.
• Service Support (External and Internal)
• Address queries 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 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.

Skills

Industries