Customer Service Advisor-Ekurhuleni (East Rand):

Job Number: 46201


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Job Listing
46201
Permanent
All
Customer Service Advisor
MS Excel
Manufacturing
Ekurhuleni (East Rand)

To process all orders efficiently, accurately including special instructions and in line with policies / procedures and advise Customer of any changes or impact on the Customer’s expectations of what they will receive and when (shortages, price / SKU discrepancies). To run and follow up on the Day-In-The-Life reports to ensure that the order to payment process is fulfilled. Promote and expand the sales of the company’s products through up selling and cross selling. Responsibilities: To provide outstanding Customer Service to both internal and external Customers, consistently meeting or exceeding their expectations within scope of Company processes. To manage all Customer contact with professionalism and efficiency in line with agreed company standards. To process all internal and external orders (telephone/mail/fax/EDI) To process, investigate and resolve Customer queries using the complaint management system. To constantly strive to improve processes and share working knowledge for the benefit of colleagues and Customers. Work towards the achievement of all departmental KPIs Work with Team and Team Manager to achieve company goals and objectives. Key job tasks: Order Management To process all orders efficiently, accurately and in line with policies and procedures and advise Customer of any changes or impact on the Customer’s expectations of what they will receive and when. To run and follow up on various reports to ensure that the order to payment process is fulfilled. Promote and expand the sales of the company’s products through up selling and cross selling. Complaint Management Record, take ownership and resolve Customer complaints in line with company KPI’s. Where necessary co-ordinate activities with other departments to ultimately ensure complete Customer satisfaction. Continuously identify and resolve the root cause of errors to prevent reoccurrence. Customer Management Build relationships with key customers and utilise that relationship to manage requests from the customer for mutual benefit. To handle all incoming telephone calls dealing with Customers’ needs and expectations in line with the call evaluation guide, and according to departmental KPIs. Sales Support Act as a point of reference for the Sales Teams for all issues relating to the order process and distribution. Attend relevant sector meetings to identify ways we can improve the service we offer to both internal and external Customers and to communicate Customer Service KPIs and strategy. Communicate with Account Managers (by email/phone), enabling complete visibility of key Customer issues. Produce a written monthly report in line with the sales team requirements highlighting Customer issues, special deliveries, free of charge goods etc. Ensure Account Manager is aware of immediate Customer issues or requests. OTHER TASKS Attend all relevant training courses in order to develop skills and increase knowledge products required to carry out role. Assist with other areas of the business as required, providing cover where necessary. Play an active role in company change process through positive communication to internal and external Customers. To be responsible for the safe working of self and others, by ensuring adherence to company Health & Safety policies. KEY INTERFACES Customers Other teams within Customer Services Customer Services management team Credit Control / Master Data team Pricing Team Warehouse and distribution Demand Planning Sales force and sales management ESSENTIAL WORK EXPERIENCE Proven track record of working in an inbound and outbound Customer Service environment Experience of consistently maintaining accuracy whilst working within a highly pressurized environment Experience of data processing BENEFICAL WORK EXPERIENCE Knowledge of Company marketplace, sales teams, products and systems Institute of Customer Service award or similar recognised qualification SAP (Preferable) however full training will be provided KEY SKILLS Excellent Customer management skills Excellent communication skills at all levels Excellent organisational skills Excellent prioritisation of workload Excellent Telephone skills Good negotiation skills Good working knowledge of Microsoft Office (Excel, Word and Outlook), Microsoft Internet Explorer Good attention to detail Ability to build relationships with Customers and across the business COMPETENCIES Organising Time Management Interpersonal Savvy Customer Focus Peer Relationships Problem Solving Listening Integrity and Trust


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Matric and relevant Qualifications

Bachelors
Available

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