Consumer Support Specialist - Johannesburg

• 3+ years’ experience as a Customer Service Representative with a proven knowledge of EDI processing, credit/debit processing, or special account handling.
• Completed 3-year tertiary qualification (BA Degree) degree or equivalent.
• Proficient computer skills including MS Office Suite (Word, Excel and PowerPoint), and CRM (Salesforce) databases; working knowledge of MS Office Knowledge of Enterprise One/One World systems by JD Edwards
• Excellent oral and written communication skills.
• Strong product knowledge on all portfolio’s – additional training will be provided
• Strong business acumen and product knowledge
• Excellent numerical skills with an analytical approach to Customer Services and the ability to construct fact-based recommendations on improvement areas
• Strong ability to internalize the diversity and complexity of SA markets and to identify opportunities based on this
• Strong communication skills and ability to engage with different cultures in the SA.

Skills And Knowledge:

ü We are looking for an experienced, analytical consumer support specialist with a proven track record in delivering effective client retention and maintenance services.

Duties:

• Releases Backorders following stock receipt.
• Works closely with Sales reps. to ensure excellent customer service.
• Answers incoming phone calls from customers/stakeholders and perform duties including process sales orders, quotations, issue return authorizations, answer questions on products and/or services, research orders and other actions to resolve problems, and forward customer leads to the appropriate Sales Representative or Regional Sales Manager.
• Ensures efficient and effective processes for sales order entry, return authorisations, credits, complaint handling, and other customer-service duties.
• Assist customers with pricing queries as per relevant approved price list.
• Works closely with Sales reps. to ensure timeous completion of Quotations received.
• Daily tracking of all Quotations received and submitted.
• Assist in processing incoming orders and returns in a timely manner.
• Researches and resolves customer complaints.
• Research errors for possible corrective action.
• Responds to customers within 48 hours with a solution or feedback on the progress of the query.
• Responsible for the stock return process with 3PL and ensuring accuracy and completeness of returns.
• Responsible for reporting the performance of Customer care to Management.
• Responsible for all customer service administration.
• Responsible for ensuring the completeness and accuracy of the Quotations Tracker/register
• Responsible for performing the analysis of the quotations tracker as directed by Management.
• Assist with all Supply Chain activities as directed and required.

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