Customer Services Representative

SUMMARY:
Our large chemical manufacturing client in Durban South, requires a customer sales representative to proactively identify and support all customer requirements through co-ordination of activities with internal departments, to ensure maximum customer satisfaction.

POSITION INFO:
Key Responsibilities:

Order Administration

• Receive and respond to all customer enquiries from order placement through to receipt/ dispatch of stock to customer, ensuring that the customer and the designated Business Manager are kept informed of progress
• Maintain the Sales Module on the ERP system and user of the CRM system, ensuring that customer details and contact information are correct and accurate at all times.
• Maintain the customer pricing lists within the system ensuring that these are correct and accurate at all times.
• Liaise with Supply Chain and Operations regarding stock availability, production scheduling and lead times prior to confirmation and processing of orders.
• Issue invoices and other required documents to customers
• Where required, conduct outbound telephone sales as part of proactive sales activity.

• Book logistics/ transport for bulk/packed goods for national and cross border deliveries, ensuring that all product movements are agreed and scheduled with Operations.
• Prepare export documentation.
• Resolution of day-to-day issues arising from logistics activities, escalating to the Supply Chain where issues are non-compliant with contractual requirements.
• Carry out month end freight reconciliation process, ensuring that freight invoices match contracted values.
• Actively seek to improve Company performance in areas such as OTIF.

• Administer customer complaints procedure
• In the event of non-conforming product, liaise with Supply Chain, Operations and Sales teams to obtain customer waivers, alternatives supply resources or the agreement concession or return of goods.

• Adhere to the company vision and standards and operate in a safe and ethical manner at all times.
• Active in promoting and improving the company 6s principles.
• Operate within the formal Limits of Authority at all times.
• Sharing of telephone answering and other general

• Customer service or logistics experience with knowledge of South African & Export transactions.
• High levels of numeracy and literacy.
• Excellent analytical and problem-solving skills.
• A self-starter with high standards, capable of acting and working under own initiative.
• Previous experience in CRM, ERP systems (JD Edwards Enterprise 1)
• A flexible approach to work activities with a strong commitment to excellent customer service.
• Good communication skills (written and verbal) at all levels.
• Excellent interpersonal / telephone skills.
• Strong organisational skills, with an eye for detail & the ability to manage multiple and changing priorities.

• Tertiary qualification in Customer Services / Logistics would be advantageous.
• Strong proficiency in MS office