JOB DESCRIPTION

? Area: : Sandton

? Job Title : Customer Service Representative

ll JOB PURPOSE

Service customers by taking orders, placing orders on the system, confirming the date stock ready, get back to client with delivery date; confirm order plan delivery and date. Confirm receipt of order. Handle stock queries, pricing queries and delivery queries. Ensure order file maintenance

IV PRINCIPAL ACCOUNTABILITIES

1. Order Taking

• Orders are received by e-mail, fax and telephone from the Key Account Manager.
• Process the order on the system as per price on system.
• The system updates order date every 4 hours to the factory.
• Fax confirmation to the customer after confirming the delivery as per factory.
• Update the confirmation date on SAP.

2. Delivery Planning

• Check the order files to ensure that the factory has planned the order and where it is.
• If the order is urgent for the client, liaise with the Production Planning to expedite sooner (e.g. using existing stock).
• Confirm with Logistics that delivery will be loaded.
• Check daily loading schedules.

3. Delivery Confirmation

• Confirm with the customer the day before delivery.
• Liaise with the client and Logistics as to the exact delivery time.
• Make a delivery call to confirm delivery.
• Prioritise urgency of clients order in terms of using the existing stock.
• Often end-users get priority over merchants due to product pressure.
• In case of complaints, investigate type and reason for the error and arrange for replacement, reroute, returns, etc.
• Shortages are referred back to the factory.
• Assist Logistics with ‘top-up’ orders in cases where a truck is not loaded to full capacity.

4. Queries

• Handle customer queries on any aspect of the product and respond or route to the appropriate person.
• New prospects are referred to Key Account Managers.
• Handle queries from Key Account Managers with respect to any customer query.

5. Back Orders

• Update on Key Account Managers back orders for client visits.
• Liaise with customers what is on back order and query if orders are irregular.
• Phone customers when there is excess stock and sell it to them from the slow moving stock report.

6. Credit Queries

• Investigate credit queries, by the Credit Department.
• Check if the customer was charged correctly.
• Make corrections electronically and issue a customer complaint on the system to ensure that the credit will be processed on the customer’s account.
• Correct the credit if it is due to a pricing error, if not refer back to the Credit Department.
• Block orders for customers who reached their credit limits and refer to clients on payment plans who are over their credit limit. (E.g. collect payment before delivery order, or planning part delivery).
• Proactively ensure the unblocking of accounts for customers when possible.

7. Resell / Pricing

• Process re-sales on the electronic complaints system.
• New orders are captured for the re-sale customer, (reroute orders from one customer to the other).

8. Maintenance of Order File

• Based on factory capacity, update confirmation dates and confirm with customers.
• If date changes, order file maintenance will then be done on the electronic system.
• Daily order clean-up.
• Inform the customer and confirm if the stock is either wanted immediately, to be included with the next delivery or cancelled.
• Make changes on the SAP system.
• All maintenance on the system will notify the factories to do the same on their database.


V KNOWLEDGE & EXPERIENCE


1. Qualifications & Experience

Minimum Required

• Matric/Grade 12 (NQF Level 4).

• 3 years experience in an Internal Sales/Marketing environment


Desirable

• Sales and Marketing related tertiary qualification

Package
Basic Salary : R17000
13th Cheque : Yes
Med Aid : Discovery Health - Classic Saver option 50/50
Provident Fund : Yes - EE 6,5% & ER 9%
KPI Bonus : ****@*****.*** of annual basic salary - not guaranteed