FT Contract - Customer Service Advisor - Ekurhuleni (East Rand) - South Africa

Reports to Supply Chain Manager

Overall responsibility of position:

To ensure that customer service levels are improved by means of proactively monitoring all sales orders and customer service functions and ensuring compliance to procedures while maintaining client orders and commitment expectations

Key Responsibilities:

Customer Service

• Develop methods to improve customer service for Olifantsfontein.
• Monitor all outstanding customer orders and ensure that delivery promises are recorded and honored. 
• Monitor all replenishment orders and ensure that ordered stock is packed and delivered within one week.
• Monitor individual haulage contractor’s delivery performance.  Highlight to them lapses in performance and report failures to the Customer Services Manager and the Sales representative thereof
• Providing internal and external customers with real time status of orders
• Receive & record all customer complaints in register
• Direct complaints to respective personnel to handle complaint
• Work to support the Sales Representatives on all orders and deals brought in
• Daily feedback reporting thereof

Administration

• Ensure that customer service system required administration is conducted on a day to day basis
• Ensure orders are updated, followed up and feedback given
• Ensure all customer service administration is completed on a daily basis
• Reports in line with customer service sales feedback etc

Other:

• Stock level checking and internal research for order purposes
• Customer Service Compliance
• Good telephone manner and approach

Switchboard relief

Behavioural competencies:

• Excellence in customer services
• Assertiveness and confidence in dealing with conflict
• Ability to work under pressure
• Highly efficient
• Planning and organizational ability
• Ability to work independently/ self driven
• Accuracy & attention to detail

Matric  

Post Matric qualification would be preferable 

2-5 years customer service experience telephonic and face to face

Roofing Products knowledge preferable

Computer literate essential MS Office packages proficient

SAP or equivalent ERP experience

Drivers Licence