Customer Service Representative - OEM - East Rand

Customer Service Representative - OEM - East Rand

Customer Service Representative - OEM – East Rand
Job purpose - Ensuring an unbeatable customer service through effective and efficient support to the business in support of achieving the business goals.

Minimum requirements:

- Grade 12 as a minimum.

Desirable -

- A formal qualification with an appropriate tertiary qualification would be advantageous.
- Knowledge of customer service principles and practices.
- Knowledge of relevant computer applications/ systems.
- Knowledge of Power BI, analyse and interpret Power BI reports.
- Ability to type | Knowledge of administrative procedures.
- Numeric, oral and written language applications | Product knowledge.

Minimum experience and knowledge:







- A minimum of 7 -8 years with proven customer service, planning and administration experience within a multi-national and industrial sales environment.
- Extensive knowledge of IT systems including DOH, COH, DWM and Syspro.
- Knowledge of customer service principles and practices.
- A sound knowledge of the management of high-level engineering projects to OEM customers and exports.
- A systematic, logical, analytical approach to problem solving and decision making with no risk to the business.
- Ability to present findings and recommendations to sales, management via reports and presentations.
- Act with tact and discretion in dealing with people.
- Ability to communicate and manage difficult situations with sales, warehouse, and the management team.
- Involved in strategic planning aligned to business targets
- Ability to work with the management team, finance team, Suppliers, Group Demand Chain, Warehouse and Distribution (Global and Local Level.)

Desirable -







- Experience of working in an international environment with respect to customer service, service planning and administration.
- Ability to analyse and interpret relatively complex data in a logical manner.

Communication

- Excellent communication skills are required as the person will be expected to negotiate and influence at all levels.
- Objective, assertive and on-going communication is required both externally and to the internal organisation.
- Required to attend meetings and present information to the sales team and customer.
- Communication extends further than the day to day routine exchanges of data and statistical information. Must understand and then deliver the key message effectively and competently to influence others.






- Ability to present findings and recommendations to sales team and customers.
- Confident, highly motivated, energised, must be tactful when dealing with people and must treat people with respect.

Mental demands - High levels of concentration required where the workload will vary every day. The ability to go from one topic to another and be conversant is essential.

- Required to be self-motivated and be able to make decisions within delegated responsibility.
- Routinely concentrate for long periods of time in order to correctly analyse data/information.
- Will be expected to react to unpredictable operational requirements of an ad-hoc nature.
- Ability to multi-task and have the ability to manage stress and pressure.
- Must be able to adapt, show initiative,





be a team player and have the ability to work under little or no supervision.

Physical demands -

- Some domestic customer travel might be required | Willing to travel local and international.
- Will spend time at a desk working on a computer and attending meetings.
- You are required to work extended hours including over weekends.

Health and safety/ exposure to risk -

- Occasionally exposed to some risk whilst travelling.

Job description :

- Actively support the sales team in driving sales targets.
- Close management of customer order book to support customer requirements.
- Proactively to meet all customer expectations with detail, accuracy, manage customer enquiries,





manage all demand chain related tasks of customer portfolio’s and perform any other ad hoc customer service-related tasks in line with the business strategy.
- Take part in leads and opportunity generation for sales and sales campaigns.
- Optimize the commercial and administrative support of sales of product and services according to policies and procedures.

Description of duties
Primary functional objectives of the role

- Planning, organising and controlling all customer related activities within the scope of the position.
- Proactive management of customer enquiries and close follow up.
- Proactively manage the Order handling process including order book management.
- Proactively Adhere to policies and procedures for order enquiries, order handling, post sales activities and proposal of solutions that will benefit the customer.
- Maintain service levels to customers,





in terms of efficiency enhancements, returns, customer complaints and be a part of taking or introducing corrective actions.
- Deal directly with customers either by telephone, electronically or face to face.
- Identify customers wants and needs.
- Respond promptly to customer enquiries.
- Handle and resolve customer complaints. Obtain and evaluate all relevant information to handle product and service inquiries.
- Provide pricing and delivery information | Perform customer validations.
- Set up new customer accounts | Manage work flow to meet customer time frames.
- Organise workflow to meet customer time frames.
- Direct requests and unresolved issues to the designated resource
- Manage customers’ accounts.






- Keep records of customer interactions and transactions (quotes, orders, etc.)
- Record details of complaints (CCP database)
- Manage customer complaints including corrective actions.
- Prepare and distribute customer back order reports.
- Manage administration | Communicate and coordinate with internal departments.
- Follow up on customer interactions | Drive and support Web Customer Link (WCL).
- Actively support sales force in driving sales targets | Pricing of customer orders
- Price and Quotation Management and follow up
- Any other ad hoc requirements needed by the company.
- Lead and participate in quality improvement practices.
- Continuously improve to increase efficiency and productivity.
- Continuously build customer relationships by facilitating customer development planning,





managing customer projects and other development opportunities within the business environment.
- Maintain and develop relationships with and act as relationship builders with the customer in order to proactively support sales.
- Manage key performance indicators, goals and objectives to support and achieve targets

Primary Leadership objective for the job

- Provide leadership towards the achievement of world-class Customer Experience.
- Act as a role model and an ambassador, acquiring and demonstrating strong business knowledge.
- Drive change, innovate and challenge the status quo.

Administration -

- Ability to develop processes and systems to improve operational effectiveness, efficiencies and productivity.
- Ensure all documentations of all customer orders processes is kept together and share appropriate documents with relevant stakeholders.
- All supporting documents must be filed away for audit and warranty purposes.

Responsibilities for Self -

- Demonstrate Values of high ethics, accountability, responsibility, teamwork, and openness.
- Significant responsibility for the maintenance of stakeholder relationships.
- A purposeful action taker, systematic, logical, analytical approach to problem solving and decision making.
- Foster a positive high-performing working climate within a team whereby constructive feedback is used as an up-skilling opportunity.
- Contribute to a high-performance culture, continuously provide feedback, challenge sales team and encourage behaviours.
- Actively focus on offering assistance and guidance to the customer service team.
- Strong listening, telephone, administrative, organisational, negotiation, administration, organisational, negotiation and follow up skills are required.
- Must have attention to detail with the ability to analyse and problem solve.
- Must have the ability to listen, attention to detail, must be customer service orientated, highly motivated and enthusiastic.
- Must be able to adapt, show initiative and be a team player.
- Must have the ability to work under pressure with little or no supervision, multitask, bel flexible.
- Must be process driven | Stress tolerance and have the ability to handle pressure.

Assets - Responsible for the equipment used within the work environment.
Decision making - Required at all times to communicate and escalate where appropriate business critical information gleaned from customers, distribution network and to the sales team.

- Analysis of data in order to make day-to-day job-related decision and to prioritise work in line with operational requirements.
- Required to direct the decision-making process of cross-functional colleagues to support customer requirements and required service levels.
- Required to make quick decisions and anticipate needs and have the ability to react to operational situations in a timely and appropriate manner.
- Required at all times to adhere to the limits of authority.