SUMMARY:
The successful incumbent will have a minimum of 7 -8 years with proven customer service, planning and administration experience within a multi-national and industrial sales environment.
POSITION INFO:
Our client currently has an opportunity for a Customer Service Representative to ensure an unbeatable customer service through efficient support to the business in support of achieving the business goals.
The successful incumbent will have a minimum of 7 -8 years with proven customer service, planning and administration experience within a multi-national and industrial sales environment.
Position details:
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 portfolioÂ’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 Company policies and procedures.
Knowledge of the LSA and Company products.
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 Company 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.
Organise and manage 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 adhoc requirements need by the company.
This is applicable for Company and LSA customers.
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 of Company in South Africa.
Primary Leadership objective for the job
Provide leadership towards the achievement of world-class Customer Experience.
Act as a role model and an ambassador for Company, acquiring and demonstrating strong business knowledge.
Demonstrate the Company behaviours (outside-in thinking, purposeful action taking, empowerment, accountability and volition), and encourage the behaviours of others.
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
Demonstrate the Company 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 Company 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, be 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.
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.
Location (country, city): East Rand
Job Qualifications, Skills & Experience:
Experience
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.
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, Company Suppliers, Group Demand Chain, Warehouse and Distribution (Global and Local Level.)
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.
Qualifications
Grade 12 as a minimum.
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.
Company Description:
For over a century, our client has been developing an unparalleled experience in serving local customers with solutions for African conditions. The company services its customers through a significant investment in central stock holding as well as stock strategically located at any one of their 40 distributors throughout the region.
Their unique supply chain system connects local distributors directly to the Company’s European Distribution Centre and to their factories abroad, through the global supply chain system.
The brand is synonymous with quality (ISO 9001:2008 certified) and committed to environmentally responsible growth as well as health and safety management.
They combine unique bearing technologies, lubrication systems, sealing solutions and a wide range of mechanical engineering and asset management services to solve problems, enhance machine reliability and lower total cost of ownership.
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