Customer Service Representative

SUMMARY:

A leading FMCG company with a strong focus on the companion animal industry is seeking the above to proactively manage customer orders, communication, and queries while supporting the sales team, ensuring timely deliveries, accurate processing, and maintaining strong customer relationships through continuous follow-up and service excellence.

POSITION INFO:

Minimum requirements for the role:

• Must have a National Senior Certificate (Matric)
• Minimum 2 years’ experience in customer service or telesales
• Must be proficient with the Syspro system
• Excellent written and verbal communication skills
• Strong administrative and organizational skills
• Ability to solve problems and negotiate
• Good numerical sense and the ability to solve basic mathematical problems
• Must have a valid driver's license and own reliable transportation
• Must reside in Pietermaritzburg, Camperdown, Cato Ridge, or Pinetown areas

• Gaining a thorough understanding of customer needs and ensuring effective support and problem resolution are consistently delivered.
• Directing customer complaints to the appropriate internal personnel and following up until the issue is resolved and the customer is informed of the outcome.
• Handling customer queries promptly and ensuring continuous follow-up communication until the matter is fully resolved.
• Proactively informing customers of any order delays, clearly explaining the reasons, and outlining the steps being taken to expedite delivery.
• Taking full responsibility for processing customer orders and managing all related communications.
• Verifying all incoming orders to ensure accurate data entry.
• Entering orders received via email or phone on the same day and within the required cut-off times.
• Notifying customers if an order cannot be captured within the expected timeframe and providing a clear timeline for completion.
• Providing customers with detailed order confirmations, including information about any out-of-stock items and their expected availability.
• Collaborating closely with the finance team to ensure timely payment of orders, avoiding any delivery delays.
• Ensuring that out-of-stock items do not delay deliveries by dispatching available stock and advising customers to reorder the missing items with an updated delivery schedule.
• Keeping accurate records of products not delivered due to the company’s non-back-backorder policy.
• Recording back-orders in Syspro and taking responsibility for clearing them once the orders are complete.
• Suggesting alternative products when the requested item is unavailable at the time of order processing.
• Ensuring that invoices are finalized before stock is dispatched from any warehouse and confirming that no goods are delivered based on an order or other documents without senior management approval.
• Reserving stock only for orders scheduled for delivery within five working days.
• Maintaining a proactive sales approach by reaching out to customers to secure orders rather than waiting for them to place orders.
• Reviewing customer purchasing history to identify potential sales opportunities.
• Striving to meet sales targets in alignment with business goals.
• Sharing new customer inquiries with the relevant sales representatives to assess potential opportunities.
• Supporting the external sales team through consistent communication and assisting with all customer-related issues.
• Ensuring all administrative responsibilities related to the role are completed accurately and on time.