Job Description

Minimum requirements:

• Matric (Grade 12)
• A tertiary qualification in Customer Services Management or related fields (NQF 7), preferable, or at least
• A Certificate in Customer Service / Marketing / Exports or related (NQF 5)
• Up to 3 years Customer Service Management experience / operating as a Customer Liaison Officer in a manufacturing environment.
• Possesses superior organisational skills and the ability to manage multiple projects with shifting deadlines.
• Previous experience working with contract regulations and the related laws, advantageous.
• Knowledge of SAP ERP System.
• Computer Literacy (MS Office Suite; SAP, ERP Systems, and job-specific software systems).
• Good telephone etiquette.
• Knowledge of relevant Business Processes.
• Knowledge of Quality Management Systems, Processes and Procedure.s
• Excellent math abilities and working knowledge of data analysis/statistical methods. 

Responsibilities:

• Responsible for the provision of product information and advice to external and internal customers.
• Provides and maintains a professional, accurate and efficient telephonic information service to Industrial clients, nationally.
• Maintains relationships and portrays the professional image of the organisation.
• May provide a one stop processing function to clients and/or perform a direct marketing function.
• Customer Service Management
• Customer surveys conducted and outcomes actioned in accordance with strategic objectives / plans.
• System integrity upheld to highest standards (Customer information captured and maintained on database).
• Customer satisfaction index.
• Customer feedback received.
• Reporting and related statistics prepared on time and in an accurate manner.
• Governance, Risk and Compliance Management
• Ensures that there are no risks, fines or penalties.
• Clean audits.
• Management philosophies and values are defined and upheld in area of responsibility.
• Policies and procedures are adhered to.
• Compliance with applicable legislation and regulations.
• Risk prevention measures in place.
• Incident reports generated.
• Stakeholder Management
• Customer complaints attended to in a timely manner.
• Stakeholder/ customer satisfaction index and in place.
• Problems resolved in a timely manner (Comebacks minimized).
• SLA requirements upheld.
• Service Support
• Ad hoc customer requests attended to in a timely manner.
• Customer service standards maintained.
• Client / employee satisfaction index in place.
• Comebacks / discrepancies minimized.
• Project Billing
• Orders processed on time as per set procedures.
• SAP kept updated and maintained.
• Orders released on time and as per set schedules.
• Orders generated on time and as per rotation procedure.
• Supplier terms and agreement management.
• Loads Project specific PRs in SAP.
• Order Processing
• Calling schedule always kept updated and available for use.
• Calles attended to in a professional manner.
• Customer satisfaction index (Feedback received) in place.
• Stock counts performed, sheets kept updated and available for tracking purposes.
• Customer feedback provided.
• Accuracy of information assured (Attention to detail).
• Orders released on time.
• Customer always kept informed of progress.
• End User Administration
• Quick response times.
• Friendly and professional service at all times (Feedback received).
• Problem resolution efficient and proactive.