Customer Service Rep - OEM - East Rand

SUMMARY:
Customer Service Rep - OEM

POSITION INFO:

Customer Service Representative - OEM – East Rand

Job purpose - Ensuring an unbeatable customer service through effective and efficient support to the business in support of achieving the business goals.

Minimum requirements:

• Grade 12 as a minimum.

Desirable -

• A formal qualification with an appropriate tertiary qualification would be advantageous.

• Knowledge of customer service principles and practices.

• Knowledge of relevant computer applications/ systems.

• Knowledge of Power BI, analyse and interpret Power BI reports.

• Ability to type | Knowledge of administrative procedures.

• Numeric, oral and written language applications | Product knowledge.

Minimum experience and knowledge:

• A minimum of 7 -8 years with proven customer service, planning and administration experience within a multi-national and industrial sales environment.

• Extensive knowledge of IT systems including DOH, COH, DWM and Syspro.

• Extensive knowledge of SKF and Lincoln Products.

• Knowledge of customer service principles and practices.

• A sound knowledge of the management of high-level engineering projects to OEM customers and exports.

• A systematic, logical, analytical approach to problem solving and decision making with no risk to the business.

• Ability to present findings and recommendations to sales, management via reports and presentations.

• Act with tact and discretion in dealing with people.

• Ability to communicate and manage difficult situations with sales, warehouse, and the management team.

• Involved in strategic planning aligned to business targets

• Ability to work with the management team, finance team, Suppliers, Group Demand Chain, Warehouse and Distribution (Global and Local Level.)

Desirable -

• Experience of working in an international environment with respect to customer service, service planning and administration.

• Ability to analyse and interpret relatively complex data in a logical manner.

Communication

• Excellent communication skills are required as the person will be expected to negotiate and influence at all levels.

• Objective, assertive and on-going communication is required both externally and to the internal organisation.

• Required to attend meetings and present information to the sales team and customer.

• Communication extends further than the day to day routine exchanges of data and statistical information. Must understand and then deliver the key message effectively and competently to influence others.

• Ability to present findings and recommendations to sales team and customers.

• Confident, highly motivated, energised, must be tactful when dealing with people and must treat people with respect.

Mental demands - High levels of concentration required where the workload will vary every day. The ability to go from one topic to another and be conversant is essential.

• Required to be self-motivated and be able to make decisions within delegated responsibility.

• Routinely concentrate for long periods of time in order to correctly analyse data/information.

• Will be expected to react to unpredictable operational requirements of an ad-hoc nature.

• Ability to multi-task and have the ability to manage stress and pressure.

• Must be able to adapt, show initiative, be a team player and have the ability to work under little or no supervision.

Physical demands -

• Some domestic customer travel might be required | Willing to travel local and international.

• Will spend time at a desk working on a computer and attending meetings.

• You are required to work extended hours including over weekends.

Health and safety/ exposure to risk -

• Occasionally exposed to some risk whilst travelling.

Job description :

• Actively support the sales team in driving sales targets.

• Close management of customer order book to support customer requirements.

• Proactively to meet all customer expectations with detail, accuracy, manage customer enquiries, manage all demand chain related tasks of customer portfolio’s and perform any other adhoc customer service-related tasks in line with the business strategy.

• Take part in leads and opportunity generation for sales and sales campaigns.

• Optimize the commercial and administrative support of sales of product and services according to policies and procedures.

Description of duties

Primary functional objectives of the role

• Planning, organising and controlling all customer related activities within the scope of the position.

• Proactive management of customer enquiries and close follow up.

• Proactively manage the Order handling process including order book management.

• Proactively Adhere to policies and procedures for order enquiries, order handling, post sales activities and proposal of solutions that will benefit the customer.

• Maintain service levels to customers, in terms of efficiency enhancements, returns, customer complaints and be a part of taking or introducing corrective actions.

• Deal directly with customers either by telephone, electronically or face to face.

• Identify customers wants and needs.

• Respond promptly to customer enquiries.

• Handle and resolve customer complaints. Obtain and evaluate all relevant information to handle product and service inquiries.

• Provide pricing and delivery information | Perform customer validations.

• Set up new customer accounts | Manage work flow to meet customer time frames.

• Organise workflow to meet customer time frames.

• Direct requests and unresolved issues to the designated resource

• Manage customers’ accounts.

• Keep records of customer interactions and transactions (quotes, orders, etc.)

• Record details of complaints (CCP database)

• Manage customer complaints including corrective actions.

• Prepare and distribute customer back order reports.

• Manage administration | Communicate and coordinate with internal departments.

• Follow up on customer interactions | Drive and support Web Customer Link (WCL).

• Actively support sales force in driving sales targets | Pricing of customer orders

• Price and Quotation Management and follow up

• Any other ad hoc requirements needed by the company.

• Lead and participate in quality improvement practices.

• Continuously improve to increase efficiency and productivity.

• Continuously build customer relationships by facilitating customer development planning, managing customer projects and other development opportunities within the business environment.

• Maintain and develop relationships with and act as relationship builders with the customer in order to proactively support sales.

• Manage key performance indicators, goals and objectives to support and achieve targets

Primary Leadership objective for the job

• Provide leadership towards the achievement of world-class Customer Experience.

• Act as a role model and an ambassador, acquiring and demonstrating strong business knowledge.

• Drive change, innovate and challenge the status quo.

Administration -

• Ability to develop processes and systems to improve operational effectiveness, efficiencies and productivity.

• Ensure all documentations of all customer orders processes is kept together and share appropriate documents with relevant stakeholders.

• All supporting documents must be filed away for audit and warranty purposes.

Responsibilities for Self -

• Demonstrate Values of high ethics, accountability, responsibility, teamwork, and openness.

• Significant responsibility for the maintenance of stakeholder relationships.

• A purposeful action taker, systematic, logical, analytical approach to problem solving and decision making.

• Foster a positive high-performing working climate within a team whereby constructive feedback is used as an up-skilling opportunity.

• Contribute to a high-performance culture, continuously provide feedback, challenge sales team and encourage behaviours.

• Actively focus on offering assistance and guidance to the customer service team.

• Strong listening, telephone, administrative, organisational, negotiation, administration, organisational, negotiation and follow up skills are required.

• Must have attention to detail with the ability to analyse and problem solve.

• Must have the ability to listen, attention to detail, must be customer service orientated, highly motivated and enthusiastic.

• Must be able to adapt, show initiative and be a team player.

• Must have the ability to work under pressure with little or no supervision, multitask, bel flexible.

• Must be process driven | Stress tolerance and have the ability to handle pressure.

Assets - Responsible for the equipment used within the work environment.

Decision making - Required at all times to communicate and escalate where appropriate business critical information gleaned from customers, distribution network and to the sales team.

• Analysis of data in order to make day-to-day job-related decision and to prioritise work in line with operational requirements.

• Required to direct the decision-making process of cross-functional colleagues to support customer requirements and required service levels.

• Required to make quick decisions and anticipate needs and have the ability to react to operational situations in a timely and appropriate manner.

• Required at all times to adhere to the limits of authority.

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