Customer Service Officer (Durban Based)

Beiersdorf; Durban; On-site; ZAR 300,000 - 370,000; Full time

Job summary

Beiersdorf Durban is seeking an Order Management professional to manage customer accounts and ensure accurate master data in SAP.

You will handle pricing, processing customer orders, and coordinating with LSPs to meet delivery requirements. A FMCG background and SAP experience are advantageous, with strong communication and collaboration across Sales and Logistics.

Qualifications

• 2-3 years working experience in Order Processing and Customer Service.
• Strong FMCG understanding.
• Experience with SAP order management is an advantage.

Responsibilities

• Create and maintain Customer accounts in SAP with master data updates.
• Maintain pricing of list and promotional prices in SAP.
• Process Customer Orders per internal OM procedures and LSP routing.
• Ensure highest order quality and customer infill by coordinating with Sales.
• Coordinate delivery bookings with customers and LSPs.
• Resolve customer queries and implement corrective actions.

Skills

Communication skills

Interpersonal skills

Organized / structured

Customer service mindset

MS Office proficiency

Tools

SAP SD module

Job description

Your Tasks

• Responsible for the creation of new Customer accounts and existing customer store extensions by updating customer Master data within SAP
• Pricing maintenance of Customer List price as well as Promotional price in SAP
• Processing of Customer Orders in line with internal OM procedures, LSP routing and Customer delivery requirements
• Responsible to ensure highest Order Quality and Customer Infill by liaising with Customer and Sales to resolve Order errors
• Delivery bookings with customer and LSP to ensure aligned booking confirmations and delivery schedules
• Investigate and resolve all customer queries and implement corrective action to avoid recurrence in a timely manner
• Accountable for the resolution of pricing claims including the financial memo capture in SAP
• Responsible for actioning ‘Failed Deliveries’ with LSP and Customer timeously. Process the financial memo of Customer Return’s upon delivery.
• Provide Weekly/Monthly Customer Service Level/Strike Rate Reporting to Sales/Customer highlighting key contributors, including Out of stock by proactively sharing stock recovery plans
• Continuous improvement of Customer service processes - Share and identify best practice opportunities across the operational team
• Open communication channels with internal and external customers/LSP related to Order & Delivery status
• As primary contact to the customer, be the custodian of relaying and transferring key customer concerns to relevant internal teams to resolve
• Communicate customer requirements to all internal departments including external 3rd Party teams
• Supply quality and timely information to assigned customers on all matters within the order management process
• Proactively steer discussions with Customers to jointly resolve Order Management and Delivery related topics (i.e Order frequency, Order patterns, Lead times, NOD, NDD’s, Order entry opportunities etc)
• Provide ad hoc sales information on request to internal and external customers.
• Make a range of decisions with regards to priorities and appropriate response to customer queries
• Participate in efficiency projects with Customers (e.g. EDI regression testing)
• Meet customers ‘face to face’ to grow and enhance customer relations

Order Management, Delivery, Customer Claims

• Responsible for the creation of new Customer accounts and existing customer store extensions by updating customer Master data within SAP
• Pricing maintenance of Customer List price as well as Promotional price in SAP
• Processing of Customer Orders in line with internal OM procedures, LSP routing and Customer delivery requirements
• Responsible to ensure highest Order Quality and Customer Infill by liaising with Customer and Sales to resolve Order errors
• Delivery bookings with customer and LSP to ensure aligned booking confirmations and delivery schedules
• Investigate and resolve all customer queries and implement corrective action to avoid recurrence in a timely manner
• Accountable for the resolution of pricing claims including the financial memo capture in SAP
• Responsible for actioning ‘Failed Deliveries’ with LSP and Customer timeously. Process the financial memo of Customer Return’s upon delivery.
• Provide Weekly/Monthly Customer Service Level/Strike Rate Reporting to Sales/Customer highlighting key contributors, including Out of stock by proactively sharing stock recovery plans
• Continuous improvement of Customer service processes - Share and identify best practice opportunities across the operational team
• Open communication channels with internal and external customers/LSP related to Order & Delivery status

Customer collaboration

• As primary contact to the customer, be the custodian of relaying and transferring key customer concerns to relevant internal teams to resolve
• Communicate customer requirements to all internal departments including external 3rd Party teams
• Supply quality and timely information to assigned customers on all matters within the order management process
• Proactively steer discussions with Customers to jointly resolve Order Management and Delivery related topics (i.e Order frequency, Order patterns, Lead times, NOD, NDD’s, Order entry opportunities etc)
• Provide ad hoc sales information on request to internal and external customers.
• Make a range of decisions with regards to priorities and appropriate response to customer queries
• Participate in efficiency projects with Customers (e.g. EDI regression testing)
• Meet customers ‘face to face’ to grow and enhance customer relations

Direct Cost of Selling (DCS)

• Process Orders in line with the LSP/Customer Delivery schedule
• Ensure accuracy of orders to avoid costly Distribution and Transport costs including overtime costs
• Ensure regular system updates of Delivery lead times, Nominated Order Day and Nominated Delivery Day
• Ensure orders comply with Beiersdorf requirements, for example minimum order values
• Participate in efficiency projects related to Store migration to Distribution Centre with Customers

Stakeholder Management

• Work with the 3rd party merchandising team to ensure orders are processed accurately and on time
• Work closely with Sales to ensure customer master data is accurate
• Work collaboratively with sales to drive order efficiencies and to manage customer dialogue between both teams
• Provide operational support for the Key Account Managers
• Respond with speed and credibility to customer challenges including liaising with other departments where required
• Work closely with Logistics to drive On- Time and In- Full delivery to customers
• Liaise with Planning to manage inventory and customer orders

Your Profile

Skills

• Excellent written and verbal communication skills
• Excellent interpersonal skills
• Highly structured/organised with the ability to work under pressure
• Ability to collaborate and develop good working relationships
• Excellent sales and administrative skills
• Customer Service mind-set
• Proficient in all MS Office packages
• SAP knowledge, specifically the SD module

Experience

• The successful incumbent should have -2-3 years working experience in Order Processing and within a Customer Service environment.
• Excellent understanding of the FMCG business

At Beiersdorf, we want to help people feel good about their skin – and our commitment goes far beyond caring for skin. For 140 years, we have developed innovative skin and body care products for well-known brands such as NIVEA, Eucerin, La Prairie, Hansaplast, and Labello. We act according to our purpose, WE CARE BEYOND SKIN, and take responsibility for our consumers, our employees, the environment and society.

Behind every brand, every product and every accomplishment are our more than 20,000 employees. It is for them that we live an inclusive culture of respect and trust that is strongly aligned with our values – CARE, COURAGE, SIMPLICITY and TRUST. We also embrace diversity by valuing the uniqueness of each individual and being committed to equal opportunities for all.