Customer Service Representative

Ansa Mcal Ltd; George; On-site; ZAR 180,000 - 240,000; Full time

Job summary

Ansa McAL Group in George, Western Cape, is seeking a customer-focused professional to ensure efficient servicing of key accounts and handle daily customer queries in line with our quality standards.

You will drive sales across channels, process orders and returns, provide after-sales support, liaise with customers and suppliers, and ensure accurate invoicing and cash reconciliation. A strong emphasis on customer experience and process accuracy is required.

Responsibilities

• Drives and generates sales by providing product information and advice to customers across channels to ensure satisfaction.
• Receives and processes customer orders, PRs, credits/returns in Integrate/POS/D3650 for all channels.
• Provides after-sales service including OTIF activities and follows up on complaints for resolution.
• Liaises with external customers/contractors/suppliers; conducts NPS surveys as needed to maintain satisfaction.
• Ensures invoices and cash reconciliation are accurate before submission to customers.
• Accounts for sales and cash, completes POS cash reconciliations at day end.
• Participates in cycle counts and stock takes to ensure accuracy.
• Monitors and replenishes Colour Shop stock and displays POS materials.
• Rotates stock using FIFO to maintain efficiency.
• Uses CRM systems to maintain relationships and administer customer surveys.

Skills

Customer service

Sales

Communication

Multichannel support

Job description

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Job Function: Commercial & Customer Service

SUMMARY OF JOB

Ensure efficient and effective servicing of key accounts and assist with basic customer queries daily in keeping with quality standards, the Ansa McAL Group policies, procedures, standards, and best practices to ensure excellence in customer experience.

KEY RESPONSIBILITIES

1. 1) Drives and generates sales, by providing accurate product information and advice to customers across channels, via telephone, in-person, and electronic communication to ensure customer satisfaction is maintained.
2. 2) Receive and processes customer Orders, PR’s and credits/adjustments/returns in Integrate/POS/D3650 as required for all channels, in a timely and efficient manner to maintain process efficiencies.
3. 3) Provide after-sales service to new and existing Color Shop customers, including but not limited to related OTIF activities and follow-up on customer complaints and notifies management of any unresolved customer grievances for further investigation and resolution to ensure customer satisfaction maintained.
4. 4)Liaises with external customers/contractors/suppliers as necessary, including completion of NPS surveys and providing assistance where necessary, to ensure customer satisfaction is maintained.
5. 5) Ensure correctness of invoices and cash compared to invoices – Commercial, Tax, Caricom etc. before submitting to customers, to ensure accuracy in reconciliation.
6. 6) Ensure proper accounting of sales and cash (Reconciliations, closing of statements), including the reconciliation of POS - cash and cash equivalent at the end of each day, to ensure accuracy in reconciliation.
7. 7) Participate in scheduled cycle counts and stock takes, ensuring accuracy of count is maintained.
8. 8) Monitors and replenishes Colour Shop stock, including Point-of-Sale materials, ensuring that they are neatly displayed and
   available for consumer use to maintain process efficiencies.
9. 9) Ensure the proper rotation of shelf stock using the First in First Out (FIFO)cycle to maintain process efficiencies.
10. 10) Utilize the Customer Relationship Management (CRM) System to maintain positive relationships with our customers through
    various channels, including administering Customer Surveys.