Consultant à Afrique du Sud

JOB TITLE: CUSTOMER SERVICE CONSULTANT

REPORTING TO: CUSTOMER SERVICE MANAGER

PURPOSE OF POSITION

The Customer Service Assistant is tasked with driving all back-office activities necessary to receive, process and confirm customers’ orders timely, for customers within the MEA region for any customer or distributor buying Solution driven products offered for the Retails and Fuelling Solutions Industry. The role has the objective to maximize efficiency in order intake, end-to-end order management and revenue for the given period and to match customers’ delivery time expectation and improve the customer experience. He/She is also responsible to manage all outbound customs and trade issues and maintain all relevant customers’ data.

• Full understanding of international trade requirements especially within the Middle East and Africa region
• Assessing and processing orders with factories and customers
• Evaluation of orders and obtain necessary approvals like pricing, discount, shipping information, etc. before processing orders
• Logging of all orders and tracking details of shipments in Sales Force
• Co-ordinating with factories on production lead times and ensuring order readiness
• Attend calls with all factories to understand production issues and discuss ways to improve delivery times
• Ensuring an appropriate order flow with compliance to organizational policies
• Co-ordinating with the finance department to resolve invoice and pricing issues
• Monitoring and evaluation of all orders and sales processes and providing weekly reports to all customers
• Management of communication with the sales department and customers
• Working with factory and customers for inspection processes to ensure smooth shipment
• Check the accuracy of the shipping documents and work proactively to avoid issues during custom clearance
• File all documents on respective order folders and share with customers, sales, AR team when necessary
• Work with factory / customer on Letters of Credit and provide necessary inputs
• Co-ordinating with forwarders and customers on shipment deliveries
• Logging, monitoring and evaluation of all order issues
• Assistance to Sales teams in obtaining required proforma documents and related information as required

• As per Board-approved DOA and as necessary for functions outside the DOA.
• As delegated by the Managing Director, when necessary.

Internal

• Head of Departments
• Key Accounts Managers
• Regional Sales Managers
• Finance team

External

• Factories
• Suppliers
• Customers
• Freight agents

• Leading: Customer Retention, Customer Satisfaction
• Lagging: Revenue growth, On time response and delivery

Required Preferred

• Education/Achievements
• Degree in relevant field
• Equivalent Experience

• Experience/Knowledge
• 5-year customer service experience
• Experience in Order Management
• Experience in Logistics and Supply Chain
• Experience in International Trade
• Knowledge of import/export carriers and customs matters
• Customer service experience in a similar industry (Preferred)
• Order Management experience in a similar industry (Preferred)
• Further studies to include Logistics and supply chain (Preferred)
• Further knowledge to include International Trade (Preferred)
• Experience on Sales Force an advantage (Preferred)

• Specific Skills
• Strong Excel dashboard and visual presentation skills
• Significant attention to detail
• Problem solving and decision-making skills
• Strong interpersonal and communication skills (Verbal & Written)
• Strong teamwork attitude
• Fuel Retail industry knowledge and experience
• Extensive knowledge of internal MRP processes and infrastructure

• English - Full Professional Proficiency (Required)
• French – Full Professional Proficiency (Required)
• Arabic - Full Professional Proficiency (Required)

• English - Full Professional Proficiency
• French – Full Professional Proficiency
• Arabic - Full Professional Proficiency

• Customer Obsessed
• Inspiring
• Build Extraordinary Teams
• Courageous
• Deliver results
• Adaptable
• Innovative for Impact
• Strategic
• Lead with VBS

Note: The following company descriptions were removed to focus on role-specific information.