Customer Service Representative wanted: Apply Now

Job Description

Responsible for processing and following up on export orders / queries, for the Central East & African Countries. Assisting the other regions Customer Service Representatives where necessary.

MAIN RESPONSIBILITIES / TASKS

Responsible for 8 Central East & Africa countries Exports.
Act as main link between the company & the customers. Ensure an effective communication & mutual understanding. Focus on understanding our customer’s needs.
Downloading the orders from the internal websites (X-tel).
Processing and following up on orders & queries.
Accurately capturing the orders on JDE.
Keep records of customer’s interactions & transactions, recording details of esquires complaints & comments as well as actions taken.
Continuous interactions / feedback with customers.
As well as continuous interaction with the Warehouse & Logistics department.
Fully optimize 20’ or 40’ containers & substitute goods where necessary.
Ensuring the correct mode of transport is chosen (e.g. Air / sea or road).
Ensuring that the all export documentation is correct.
Arranging the Commercial / Performa invoice & Packing List to be sent through to the relative customers, as well as the Logistics Department for booking of Containers.
Ensuring that the Pricing is correct, on the system & commercial invoice.
Ensuring that the goods / orders are correctly & timeously exported, to meet customer’s required ETA’s by nominating required vessels.
Arranging that all final shipping documentation is sent to customer before nominated vessel arrives, which includes Commercial Invoice, Packing List, Bill Of Lading, Certi8ficates & verification’s when necessary
Ensuring that the orders are updated & filed according, as soon the shipment has left the warehouse.
Order Tracking & follow up until delivery
Working closely with Finance, Marketing & Sales, Logistics & the warehouse
Ensuring that all the relevant final documentation is sent to Finance & Logistics departments timeously.
Maintain the weekly CEA meetings with all stakeholders to review order status, priorities & Challenges
Manage customer escalation issues effectively & timely. Ensure an effective response to customer requests, problems & special needs.
Track customer claims & ensure a daily follow up of outstanding items. Investigate claims & set action plans to prevent re-occurrence.
Focus constantly on service level performance improvement
Assisting the Customer Service Manager with the Sales Figures for the African Countries.
Assisting the Local Market in capturing Local orders when needed.
Performing general duties pertaining to Customer Services.
To ensure high customer satisfaction levels are achieved with regards to the services rendered by the Customer Service representative in exporting the goods to the Distributors.
Key Performance Indicators

Effective communication between the Customer Service representative and the customer.
Good knowledge of customer requirements, needs and expectations is gained and utilized in order to constantly improve customer service and satisfaction.
Customer needs are better met as they are well understood and research regarding the trade industry enables the company to ensure the ongoing mutually beneficial partnership with the customer.
Proper record is kept of all communications or challenges with customers in order to keep track of problem areas and identify the extent of these challenges.
Company gains the confidence of the customers, knowing that all queries are thoroughly followed up and resolved up and resolved to customer satisfaction.
Proper avoidance measures are taken by all relevant departments to ensure the challenges do not reoccur.
Customer details are kept updated on the OASIS system, ensuring that stock is always delivered to the correct customer, at the correct address and at the correct time to avoid customer queries and/or dissatisfaction.
Customers are aware of new products offered by the company, enhancing customer knowledge of our product lines and thus enhancing the chances of further sales.
Customer needs are met effectively and efficiently sustainable growth in business, maximizing customer satisfaction by maintaining a vigilant eye on our threats and opportunities and by capitalizing on our strengths and diminishing our weaknesses.
Ensuring that any orders which go on Credit Hold are sent to Debtors Department to resolve. And ensure that the customer receive their stock in due time.

Qualifications

R= Required D= Desired

Simple Criteria

R- Grade 12 minimum or equivalent qualification.
D- Tertiary Qualification in Exports/Supply advantageous
R- Computer literacy in Experience in MS Word, Excel Advanced a must, Outlook & PowerPoint.
R- Good interpersonal and communication skills.
R- 2-3 years prior work-related experience in FMCG Customer Service environment preferably.
R- Basic Export related skills, knowledge & experience is a necessity.
COMPLEX CRITERIA

Professional Skills

R- Customer and Personal Service – Knowledge of principles and processes for providing customer and personal services. This includes customer needs assessment, meeting quality standards for services, and evaluation of customer satisfaction.
R- Monitoring – Monitoring / Assessing performance of yourself, other individuals, or organizations to make improvements or take corrective action.
R- Service Orientation – Actively looking for ways to help people.
R- Critical Thinking – Using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems.
R- Clerical – Knowledge of administrative and clerical procedures and systems such as word processing, managing files and records, stenography and transcription, designing forms, and other office procedures and terminology.
R- Active Listening – Giving full attention to what other people are saying, taking time to understand the points being made, asking questions as appropriate, and not interrupting at inappropriate times.
R- Active Learning – Understanding the implications of new information for both current and future problem-solving and decision-making.
R- Knowledge of ERP System (e.g JDE) & CRM system (e.g X-tel) & Advance excel
Personal skills

R- Stress Handling – The capacity to manage disruptive emotions and impulses and remain functional, focused and level-headed in situations of stress or pressure.
R- Resilience – The capacity to be optimistic, take a long-term view of success and failure and persist in pursuing goals despite obstacles and set-backs. Includes the capacity to bounce back from adversity.
R- Objectivity – The capacity to separate one’s own feelings, views, beliefs and attitudes from a situation by remaining non-judgmental.
R- Drive (Includes energy and stamina) – Makes a strong, positive impression; is a self-starter and originator; maintains high levels of activity and produces a high level, high quality output.
R- Initiative (Linked to achievement motivation) – An individual’s readiness to act on opportunities and pursue goals beyond what is required or expected of him / her. Sets demanding goals for self and others and is dissatisfied with average performance.
Other Requirements

Willingness to work as a team and assist the rest of the department & Sales Representatives where and when required.
The ability to work and interact with various departments within BIC South Africa.

Additional Information

Apply Today! There’s never been a better time to join BIC. We’re a dynamic company with a strong vision. You will find a wealth of possibilities in a challenging and rewarding work environment. As an organization, we have a passion for taking care of our people, and our benefits reflect this. Join BIC and let’s invent our future, together!

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Source: Indeed