Customer Service Representative

• Must be able to start ASAP (Wednesday 25 September 2024)
• Matric/Grade 12; Sales qualification - Diploma / Degree will be an advantage
• Minimum of 3 years working in a manufacturing environment
• Experience as an internal sales and or customer service representative - linked to a customer service role
• Systems: Sage Line 500, MS Excel, Google slides, TMS and Google Sheets
• Ability to communicate well at all levels.
• Excellent written and numerical ability.
• Reliable transport

Duties & Responsibilities

Order Management

• Provide a centralised point of contact regarding customer orders ensuring that these are prioritised based on availability and maintain current processes for constrained items.
• Daily interface with the sales team regarding new orders, changes to existing orders cancellation requests and delivery dates.
• Daily communication with transport planners to schedule priority orders, confirm status of current orders, follow up on missed deliveries and escalation to appropriate parties.
• Utilise the transport management system (TMS) for updates on customer order status to inform the customer where their delivery is .
• Maintain the order book paying particular attention to any peculiarities
• Daily communication with customers
• Order quality maintenance and accuracy
• Manage walk-in customers and cash sales.
• Advise PLW team of any stock urgencies.
• All goods received/ returned to be processed on a weekly basis.
•  Liaise with the Credit Controllers regarding delinquent accounts.
• Temporarily support with POD management and follow up with transport planners for assistance if any outstanding PODs occur

Customer Experience

• To manage the end to end process of all related complaints (including support to the technical and sales departments for complaints).
• To ensure all customer complaints are dealt with within company KPI’s and policies
• To be the primary customer liaison / point of contact for complaint updates, including quality
• To assist the customer service and logistics supervisor promote and manage the process of continuous improvement in customer service
• Work with and influence various departments within the business to reduce the level of complaints (including manufacturing plants) through feedback to the relevant functions
• To ensure complaint resolutions are reached within agreed timeframes and escalate where necessary asking for advice where needed but full ownership lies with the customer service agent
• Compile and present complaint data (reports) on regular basis, including working with colleagues to produce customer response letters or reports

Customer Service

• Handle all customer queries (phone and email) efficiently and effectively each day and deliver exceptional customer experience.
• Calls will be of a varied nature and will include answering questions regarding stock availability, delivery dates, pricing enquiries, quotations and complaint notifications
• Follow up on quotations submitted
• Handling calls to resolution
• Accurately record all customer complaints
• Ownership and accountability for the service provided to customers
• Proactively make outbound customer care calls to ensure continuous improvement of service levels and minimise risk and potential queries and complaints.
• Intercept / pre-empt queries service issues
• Proactively check status and progress for orders and inform customers ahead of time of any changes/ amendments
• Monitor customer accounts and activity and follow up / engage with customers
• Thorough personal performance contribution to individual and team results in line with the departmental KPI’s
• Build key professional working relationships with customers and internal stakeholders
• Full ownership and accountability for your order book ensuring daily checks are completed, including advising customers of their collections & the process
• Full accountability and responsibility for end to end customer experience for their full accounts
• Support other regions if required with order capturing and processing in the event of resource constraints to maintain customer satisfaction
• Adhere to the company’s safety standards
• Maintain and safeguard company property and the confidentiality of company information
• Any other ad hoc duties as required by the department

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