Customer Service Representative

SUMMARY:

• Matric is essential.
• 3 years of work experience in customer service / order processing.
• Ability to apply business rationale and independent thinking.
• SAP experience or any ERP systems experience is non-negotiable.
• Prior SAP experience in order-processing is a must.
• Being friendly and understanding for customer needs.
• Sound knowledge in logistics and shipping familiar with export documentation e.g. Letter of
• Credit, Bill of Lading, Airway Bill, Export Letter of Credit orders, preparation of banking documents
• Using Trade Services online banking system etc.
• Experience in processing SSA import shipments is preferred.
• Good team player, able to work independently and takes initiative to resolve issues.
• Willing to learn many new tasks and develop minimum technical knowledge of the product line.
• Meticulous, organized and possesses positive attitude.
• Good communication and interpersonal skills. Fluency in spoken and written English.
• Basic knowledge of Financing, Credit Management and Global Trade Services will be advantageous.

• Cover full spectrum of pre-order, order and post order services required from product planning to delivery of the product to customers and collection of outstanding dues.
• Perform complete order to cash process for organizations customers in MEA region.
• Demonstrate a clear understanding of order-to-cash business processes and support the CS Supervisor to make critical decisions that support both strategic plans and tactical objectives for customer service team.
• Manage relationship and services with key internal / external customers for order and returns processing.
• Implement processes, establish and monitor key performance indicators that fosters swift and efficient completion of the full pre to post order stages in MEA region.
• Ensure extension in SAP on material codes, plant codes and customers.
• Compile Stock on hand (SOH) report and monitor stock levels in country.
• Forecasting and planning with sales, supply and sourcing partners to have a continuous flow of stock in country.
• Maintain SOH report post any sales.
• Establishing regulatory requirements for importation and actioning any required processes to ensure regulatory compliance.
• Coordinate the preparation of shipping documentation for the customers: Liaising with plant to receive shipping documents which meet customer’s clearance and import requirements for specific country.
• Liaison with customs clearance agency and logistics department for stock importation and clearance
• Dispatching shipping documents to customer
• Answering customer queries by coordination with sales and the plant.
• Receipting of incoming stock into initial warehouse on SAP
• Transfer and distribution of stock between warehouses to ensure adequate stock to service customers.
• Receipting stock, managing warehouse transfers on SAP
• Maintaining First in, first out (FIFO) processes with warehouse
• Managing customer credit with finance and business lines, pending Coface status, and where required, ensuring extension of credit after internal consultation.
• Manage the Customer Profile(s)/End Use Certificate/Trade Restriction Covenant.
• Receive and manage specific customer queries with the relevant unit.
• Receiving customer purchase orders, sending order acknowledgement
• Creation of sales orders in SAP
• Creating internal VPO and communication to plant
• Follow up with plant for order confirmation, shipping schedule and update the same to the customer.
• Obtain necessary approval of draft shipping documents from customer.
• Clarification of all questions related with processing orders, handling changes in orders and independently carrying out all the necessary phone calls and correspondence.
• Checking contract documents and customer orders (product, specification, price, payment and delivery conditions, delivery date, and packaging) using the required processes, e.g. CUPSET, Bl-specific processes.
• Where required: Preparation of L/C compliant documents based on the credit transactions, invoicing, monitoring of funds transfer for order?
• Where required: Management, review and amendment of LC and or bank contracts with customer and bank?
• Updating monthly order file
• Sending delivery notes to warehouse to ensure on time in full (OTIF) deliveries to customers.
• Maintain communication and/or customer complaints wrt to deliveries and resolving with warehouse/transporters.
• Invoicing customers