Customer Service Officer

SUMMARY:
Execute Order management activities within the Order to Cash process including Pre-Sales, Order Processing, Returns Processing and Customer claim’s resolution/ processing (i.e. Pricing/Return Delivery)

POSITION INFO:

Principle Accountabilities

• To be the primary supply chain contact to the customer
• Continuous enhancement of customer experience; identifies gaps and provides workable solutions
• To provide a quality service to external and internal customers
• Order Management, Delivery, Customer Claims
• Responsible for the creation of new Customer accounts and existing customer store extensions by updating customer Master data within SAP
• Pricing maintenance of Customer List price as well as Promotional price in SAP
• Processing of Customer Orders in line with internal OM procedures, LSP routing and Customer delivery requirements
• Responsible to ensure highest Order Quality and Customer Infill by liaising with Customer and Sales to resolve Order errors
• Delivery bookings with customer and LSP to ensure aligned booking confirmations and delivery schedules
• Investigate and resolve all customer queries and implement corrective action to avoid recurrence in a timely manner
• Accountable for the resolution of pricing claims including the financial memo capture in SAP
• Responsible for actioning ‘Failed Deliveries’ with LSP and Customer timeously. Process the financial memo of Customer Return’s upon delivery.
• Provide Weekly/Monthly Customer Service Level/Strike Rate Reporting to Sales/Customer highlighting key contributors, including Out of stock by proactively sharing stock recovery plans
• Continuous improvement of Customer service processes - Share and identify best practice opportunities across the operational team
• Open communication channels with internal and external customers/LSP related to Order & Delivery status

Candidate Requirements

• Minimum of Matric, preferably holding a general diploma/similar qualification
• The successful incumbent should have -2-3 years working experience in Order Processing and within a Customer Service environment (FMCG).
• Excellent understanding of the FMCG business
• Computer literate i.e. proficient in Microsoft office (Advanced Excel, PowerPoint, Word)
• SAP knowledge, specifically the SD module is essential

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