Customer Orders Specialist

Coloplast; Sandton; On-site; ZAR 250,000 - 350,000; Full time

Job summary

A leading healthcare solutions provider seeks a Consumer Orders Specialist in Sandton, Gauteng. This role involves managing consumer orders, ensuring accuracy, and providing exceptional service. Candidates should have a BA degree and strong analytical and communication skills. Join a diverse team dedicated to making healthcare accessible and efficient.

Qualifications

• 1+ years of experience as a Consumer Service Representative, preferably with order processing experience.

Responsibilities

• Process daily orders and ensure accuracy and completeness.
• Liaise with shared services and supply chain for task updates.
• Monitor delivery updates and inform Consumer Services team of delays.

Skills

Attention to detail

Strong communication

Analytical skills

Interpersonal skills

Problem-solving

Education

3-year tertiary qualification (BA Degree)

Tools

MS Office Suite (Word, Excel)

Job description

The Consumer Orders Specialist is responsible for ensuring the completeness and accuracy of the operational aspects of the consumer journey, including:

• Processing orders and ensuring all captured orders are processed
• Liaising with shared services, supply chain, and finance to keep tasks up to date
• Providing proactive information to the consumer service team to ensure exceptional consumer service

The ideal candidate will be a professional individual who learns quickly, has a keen eye for detail, and has the aptitude to fully understand our end-to-end process while delivering exceptional consumer service in adherence to policies and processes.

You will be part of the Coloplast South Africa Team and report to the Call Centre Team Lead.

What will you be responsible for?

1. Export daily orders from the CRM system to be imported into the ERP system
2. Perform daily checks to ensure accuracy and completeness of orders from CRM to ERP and invoicing
3. Check online orders and send payment links to consumers who have made online purchases
4. Track incoming payments for online orders and release orders accordingly each day
5. Check backorder reports to proactively inform the Consumer Services team of any items on backorder
6. Monitor Aramex delivery updates and follow up with supply chain on delays, informing the Consumer Services team to notify consumers
7. Log and track all stock return requests and follow up on delays
8. Initiate refunds with finance where applicable
9. Process sample orders on request from Consumer Services or Consumer Care leads
10. Assist with consumer service, care, or case management tasks on an ad hoc basis
11. Participate in ad hoc consumer-related projects
12. Ensure the accurate and timely processing of manual orders, monitor order status, and resolve discrepancies
13. Generate detailed quotations based on client requirements and revise as needed

Essential Qualifications

• Typically, 1+ years of experience as a Consumer Service Representative, preferably with order processing experience
• Typically, a 3-year tertiary qualification (BA Degree) or equivalent
• Proficient in MS Office Suite (Word, Excel)

Required Knowledge, Skills, and Abilities

• High attention to detail and strong analytical/reporting skills
• Strong communication skills
• Good interpersonal skills and ability to manage multiple stakeholders and projects
• Growth mindset, ability to work under pressure, and handle multiple urgent tasks
• Team player with a strong consumer service orientation
• Able to identify business opportunities or risks and inform relevant stakeholders
• Diligent and focused on completing tasks timely
• Solution-oriented, capable of identifying risks and proposing solutions
• Ability to handle difficult consumer situations professionally
• Aligns with Coloplast Leadership Principles: setting high ambitions, being honest, demonstrating leadership, focusing on results, maintaining integrity, and embodying passion for Coloplast's mission and values

Coloplast develops products and services to make life easier for people with healthcare needs. With a global presence and a strong growth agenda, we are committed to inclusivity and diversity. We encourage all qualified candidates to apply regardless of gender, age, race, nationality, ethnicity, sexual orientation, religious belief, or physical ability.