Customer Experience Representative

Findojobs South Africa; Gauteng; On-site; ZAR 520,000 - 740,000; Full time

Job summary

A global manufacturing company is seeking a Customer Experience Representative in East Rand, Gauteng. The role involves managing customer portfolios, ensuring high-quality service, and driving digital transformation in customer experiences. Ideal candidates should have 5-7 years in customer service and be proficient in tools like SAP and CRM. A formal tertiary qualification is essential, as well as strong communication and organizational skills.

Benefits

Market related remuneration: TCOE: R520,000 - R740,000 p.a.

Qualifications

• 5-7 years of experience in customer service and administration.
• Ability to manage intricate sales processes independently.
• Experience in logistics, supply chain, and/or complex service environments.

Responsibilities

• Manage portfolios in a B2B setup, overseeing order handling.
• Build relationships through sales calls and emails.
• Ensure customer requirements are met by monitoring schedules.

Skills

Customer service principles

Proficient in Microsoft packages

Strong communication skills

Attention to detail

Fluency in English

Education

Formal tertiary qualification

Tools

SAP

CRM

Online ordering platforms

Job description

Customer Experience Representative

Location : East Rand, Gauteng

Industry : Industrial Manufacturing

Type : Full-time | Environment : High-performance, service-focused, fast-paced

About the Role

With a global workforce, our client is seeking passionate individuals who will thrive in a fast paced environment and are eager to proactively contribute to and enhance customer service. The goal is to not only meet but exceed customer expectations. As a part of the customer experience team, you will play a pivotal role in driving the digital transformation of the customer journey. You will lead quality engagements across all touchpoints, ensuring a Premium Brand Experience. By leveraging data insights, you will enhance customer experiences and drive positive change within the

team and to customers.

What You’ll Be Doing

• Manage portfolios within a B2B setup, overseeing the end-to-end order handling process with a strong focus on order book management
• Build and maintain strong relationships with customers by handling incoming and outgoing sales calls and emails through the CRM tool.
• Take full ownership of the quotation handling process according to set policies, including lead generation and follow-up activities.
• Ensure customer requirements are consistently met by continuously managing the orderbook, monitoring schedules, delivery patterns, supply, and shipments.
• Enhance communication and information quality with customers and inventory planners across various factories to increase customer satisfaction and strengthen retention.
• Closely monitor deliveries in coordination with factories and Logistic Services to ensure on-time deliveries while focusing on customer satisfaction.
• Support key stakeholders in the business with a high focus on Premium Brand Experience to consistently improve cNPS results.
• Proactively contribute to invoicing activities, creating efficiencies, and reducing errors and rework.
• Manage post-sales activities such as claim handling and customer returns.
• Support the cash collection process by managing goods in transit, overdue payments, payment conditions, and credit limits.
• Contribute to marketing campaign launches and follow-ups, where appropriate.

What You’ll Need

A formal tertiary qualification.

Understanding of customer service principles and practices.

Proficient in Microsoft packages, SAP, CRM, and online ordering platforms.

Familiarity with administrative procedures.

Strong numerical, oral, and written communication skills.

Fluency in English.

At least 5-7 years of demonstrated experience in customer service, planning, and administration within a multinational and industrial sales environment.

Ability to comprehend and participate in digital and automation initiatives, with some knowledge in IT to enhance efficiencies and improve current workflows.

Capability to manage intricate sales processes and independently organize work schedules, prioritizing essential tasks.

A curious mindset with a creative and business-oriented approach, always prioritizing the needs of the customer.

Strong communication skills and the ability to thrive in a dynamic, fast-paced environment.

Commercially astute with a strong ability to build customer relationships and deliver exceptional services.

Possess exceptional attention to detail and approach your work with a methodical and logical mindset.

Experience in logistics, supply chain, and / or complex service environments.

Must be motivated, energetic, well-organized, collaborative, bold, courageous, and capable of taking calculated risks.

Be prepared to work in close collaboration with teams across Europe, have a good understanding of different cultures and a can-do-attitude.

Work autonomously, with minimal supervision and deliver results.

What’s In It for You

Join a Global / Multi-National Manufacturing company

Market related remuneration : TCOE : R520 000 -R740 000 p.a.

A Few Things to Know

The role demands high levels of concentration, with a workload that varies daily.

The ability to switch between topics and remain conversant is essential.

Self-motivation and the ability to make decisions within delegated responsibility are required.

Routine tasks involve concentrating for extended periods to accurately analyze data and information.

The role requires reacting to unpredictable, ad-hoc operational needs.

The ability to multi-task, manage stress, and handle pressure is crucial.

Adaptability, initiative, teamwork, and the ability to work with little or no supervision are essential qualities.

Some travel might be required.

Will spend time at a desk working on a computer and attending meetings.

From time to time there may be a requirement to work extended hours.

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