Customer Liaison Officer

Boardroom Appointments; Gauteng; On-site; ZAR 50,000 - 200,000; Full time

Job summary

A leading service provider in Gauteng is looking for a Customer Service Representative to ensure smooth sales operations and provide satisfactory service to customers. The ideal candidate will have relevant qualifications and experience in a similar environment, along with strong communication and computer skills. This role may require standby shifts on evenings and weekends.

Qualifications

• Up to 3 years of Customer Service experience in a Retail/manufacturing environment.
• Ability to work cellphone standby shifts in the evening and on weekends.

Responsibilities

• Deliver excellent customer service to all internal and external customers.
• Process orders and manage delivery schedules.
• Resolve customer queries and manage claims.

Skills

Computer Literacy

Communication Skills

SalesForce or related CRM

Education

Matric (Grade 12)

Certificate in Customer Service / Marketing / or related (NQF 5)

Tools

MS Office Suite

SAP

Job description

Overview

To ensure smooth sales operation and satisfactory customer service to all customers (both internal and external).

Qualifications

Educational Qualifications

• Matric (Grade 12)
• Certificate in Customer Service / Marketing / or related (NQF 5)

Experience

• Up to 3 years’ Customer Service experience / operating as a Call Centre Operator/ Customer Liaison Officer in a Retail/ manufacturing environment.

Responsibilities

Major Responsibilities and Key Results Areas

End-User Administration

• Delivers the best possible experience to each business, customer and End-user queries. Problem-solving with a can-do attitude
• Offers fast, courteous and knowledgeable service at all times when assisting with telephonic and e-mail queries
• Ensures End users are understood clearly to avoid repeat queries and complaints and offer first-time resolution
• Identifies and solves problems within its own operating area in line with the company's core values

Order Processing

• Contacts customers daily as per calling schedule
• Received calls and orders from customers
• Liaises with the Business Representative
• Receives and actions work instructions from Business Rep
• Checks account status, credit viability and limits
• Checks stock availability and advise the customer
• Records orders on order sheets
• Generates orders on SAP as per generating orders procedure
• Releases order (Invoice generation) for shipment and FLO
• Advises Warehouse & Distribution Manager, supervisor and Value Logistics supervisor on orders not released
• Controls special, late and same-day deliveries by recording these deliveries in the special, late delivery book
• Advises customer of planned delivery time

Claims Processing

• Generates orders on SAP as per claims procedure
• Generates instruction on SAP as per Check and Charge Procedure
• Releases order (Invoice generation) for shipment & FLO (Feedback Logistics Optimizer)
• Generates order on SAP as per rotation procedure

Service Support (Internal and External)

• Addresses queries passed on by Value Logistics within 8 hours of receipt of the query
• Addresses special/miscellaneous requests from customers
• Provides quotes on an ad-hoc basis to customers
• Builds and maintains acceptable customer service standards with the Warehouse and Distribution department (Warehouse Supervisor, Value Logistics) and Business Representative at all times
• Resolves customer queries passed on by the Business Representative or any other key stakeholder in the business
• Supports the entire team on any overflow work when required
• Identifies and solves problems whilst demonstrating a high level of integrity in line with the company's core values

Compliance

• Operates within controls and procedures to ensure the integrity of the company
• Reports risks or areas of concern to management within area of responsibility
• Promotes compliance with all relevant regulations and procedures to prevent fruitless, wasteful and irregular expenditure

Cost and Financial Control

• Supports the effective and transparent use of financial and other resources
• Limits expenditure, reduces costs and ensures deviations from budgetary limits are reported to the direct Manager

Essential Knowledge and Required Skills

• Computer Literacy (MS Office Suite; SAP)
• SalesForce or any related CRM system
• Must be able to work cellphone standby shifts between the hours of 17:30 till 22:00 on Weekdays
• Able to work cellphone standby on weekends and public holidays from 07:00 to 22:00
• Communication skills (both verbal and written)