Customer Service Officer (Durban based)

Beiersdorf; Durban; On-site; ZAR 300 000 - 400 000; Full time

Job summary

A leading company in the skin and body care industry is seeking an Order Management Specialist. This role involves executing order management activities, enhancing customer experience, and collaborating with various stakeholders. The ideal candidate will have experience in order processing and customer service, with strong communication skills. Join a diverse team committed to innovation and customer satisfaction.

Qualifications

• 2-3 years experience in Order Processing and Customer Service.
• Understanding of FMCG required.

Responsibilities

• Execute Order Management activities in the Order to Cash process.
• Act as primary supply chain contact for customers.
• Enhance customer experience through continuous improvement.

Skills

Communication

Interpersonal Skills

Organizational Skills

Customer Focus

Education

Matric

General Diploma

Tools

Microsoft Office

SAP SD Module

Job description

Your Tasks

• Execute Order Management activities within the Order to Cash process: Pre-Sales, Order Processing, Returns, and Customer Claims (e.g., Pricing/Return Delivery)
• Serve as the primary supply chain contact for Beiersdorf customers
• Enhance customer experience through continuous improvement and problem resolution
• Provide quality service to external and internal customers

Principal Accountabilities

Order Management, Delivery, Customer Claims

• Create new customer accounts and store extensions; maintain master data in SAP
• Maintain Customer List and Promotional pricing in SAP
• Process Customer Orders per internal procedures, LSP routing, and delivery requirements
• Ensure Order Quality and Infill by liaising with Sales and Customers
• Book deliveries with customers and LSPs, ensuring aligned confirmations
• Resolve customer queries promptly and prevent recurrence
• Resolve pricing claims and capture financial memos in SAP
• Action ‘Failed Deliveries’ with LSPs and Customers; process Customer Returns
• Provide Weekly/Monthly Service Level and Strike Rate Reports to Sales and Customers, highlighting key issues and stock recovery plans
• Improve service processes and share best practices with the team
• Maintain open communication with customers and LSPs about Order & Delivery status

Customer Collaboration

• Act as key contact for relaying customer concerns to internal teams
• Communicate customer needs across departments and 3rd parties
• Provide quality, timely updates to customers on all order matters
• Lead discussions with Customers on Order Management and Delivery (e.g., Order frequency, Lead times, NOD, NDDs)
• Provide ad hoc sales info to stakeholders
• Prioritize and respond to customer queries effectively
• Participate in customer efficiency projects (e.g., EDI testing)
• Meet customers to enhance relationships

Direct Cost of Selling (DCS)

• Process orders aligned with LSP/Customer delivery schedules
• Ensure order accuracy to reduce Distribution and Transport costs
• Regularly update system delivery lead times, NODs, and NDDs
• Ensure compliance with minimum order values and company requirements
• Support store-to-distribution centre transitions

Stakeholder Engagement

• Work with 3rd party merchandising to ensure accurate, timely order processing
• Collaborate with Sales to maintain accurate customer master data
• Partner with Sales to drive order efficiency and manage customer interactions
• Provide operational support to Key Account Managers
• Respond swiftly to customer challenges and coordinate with other departments
• Work with Logistics to ensure On-Time, In-Full deliveries
• Coordinate with Planning on inventory and customer orders

Your Profile

• Education - Minimum of Matric, preferably holding a general diploma/similar qualification
• Experience - 2-3 years working experience in Order Processing and Customer Service, with a good understanding of FMCG
• Skills - Proficient in Microsoft Office (Advanced Excel, PowerPoint, Word), SAP SD module, and B1 reports
• Abilities - Excellent communication and interpersonal skills, highly organized, able to work under pressure, collaborative, and customer-focused

At Beiersdorf, we aim to help people feel good about their skin. For over 140 years, we have developed innovative skin and body care products under brands like NIVEA, Eucerin, La Prairie, Hansaplast, and Labello. Our purpose, WE CARE BEYOND SKIN, reflects our responsibility towards consumers, employees, the environment, and society.

With over 20,000 employees, we foster an inclusive culture of respect and trust, aligned with our values – CARE, COURAGE, SIMPLICITY, and TRUST. We value diversity and are committed to equal opportunities for all.

Additional Information

Please apply for this job by the latest 20th May 2025.