Job Description

A salaried position exists for a Customer Liaison Officer at Elandsfontein Applications are invited from suitable persons with the required qualifications and experience.

PURPOSE OF THE JOB

To ensure smooth sales operation and satisfactory customer service to all customers (both internal and external).

MINIMUM REQUIREMENTS

Educational Qualifications

• Matric (Grade 12)
• Certificate in Customer Service / Marketing / or related (NQF 5)

Experience

• Up to 3 years’ Customer Service experience / operating as a Call Centre Operator/ Customer Liaison Officer in a Retail/ manufacturing environment.

MAJOR RESPONSIBILITIES AND KEY RESULTS AREAS

End-User Administration

• Delivers the best possible experience to each business, customer and End-user queries. Problem-solving with a can-do attitude
• Offers fast, courteous and knowledgeable service at all times when assisting with telephonic and e-mail queries
• Ensures End users are understood clearly to avoid repeat queries and complaints and offer first-time resolution
• Identifies and solves problems within its own operating area in line with the company's core values

Order Processing

• Contacts customers daily as per calling schedule
• Received calls and orders from customers
• Liaises with the Business Representative
• Receives and actions work instructions from Business Rep
• Checks account status, credit viability and limits
• Checks stock availability and advise the customer
• Records orders on order sheets
• Generates orders on SAP as per generating orders procedure
• Releases order (Invoice generation) for shipment and FLO
• Advises Warehouse & Distribution Manager, supervisor and Value Logistics supervisor on orders not released
• Controls special, late and same-day deliveries by recording these deliveries in the special, late delivery book
• Advises customer of planned delivery time

Claims Processing

• Generates orders on SAP as per claims procedure
• Generates instruction on SAP as per Check and Charge Procedure
• Releases order (Invoice generation) for shipment & FLO (Feedback Logistics Optimizer)
• Generates order on SAP as per rotation procedure

Service Support (Internal and External)

• Addresses queries passed on by Value Logistics within 8 hours of receipt of the query
• Addresses special/miscellaneous requests from customers
• Provides quotes on an ad-hoc basis to customers
• Builds and maintains acceptable customer service standards with the Warehouse and Distribution department (Warehouse Supervisor, Value Logistics) and Business Representative at all times
• Resolves customer queries passed on by the Business Representative or any other key stakeholder in the business
• Supports the entire team on any overflow work when required
• Identifies and solves problems whilst demonstrating a high level of integrity in line with the company's core values

Compliance

• Operates within controls and procedures to ensure the integrity of the company
• Reports risks or areas of concern to management within area of responsibility
• Promotes compliance with all relevant regulations and procedures to prevent fruitless, wasteful and irregular expenditure

Cost and Financial Control

• Supports the effective and transparent use of financial and other resources
• Limits expenditure, reduces costs and ensures deviations from budgetary limits are reported to the direct Manager

ESSENTIAL KNOWLEDGE AND REQUIRED SKILLS

• Computer Literacy (MS Office Suite; SAP)
• SalesForce or any related CRM system
• Good telephone etiquette
• Must be able to work cellphone standby shifts between the hours of 17:30 till 22:00 on Weekdays
• Able to work cellphone standby on weekends and public holidays from 07:00 to 22:00
• Communication skills (both verbal and written)

ATTRIBUTES

• Proactive
• Action-oriented
• Problem Solving and Analytical skills
• Flexibility
• Planning and Organising
• Customer Focused
• Resilient