Customer Service Representative

The incumbent is required to oversee the functions of: receiving and capturing orders, check that the pricing, quantity and slitting pattern is correct. The incumbent is also required to maintain good relationships with all customers to grow the business and promote new products. The incumbent’s job purpose is not limited to the above mentioned.

Responsibilities

SALES TARGETS:
Compile an order in-take report and submit to the CSR Manager on a daily basis

Promote and sell the slow moving and warehouse 32 stock to customers while contributing to team effort by accomplishing related results as required.

CUSTOMER CENTRICITY:
Liaise with the operations and dispatch staff to ensure that customer requirements are met

Resolve product/service queries by clarifying customer complaints and logging on salesforce.com on a daily basis

Update customer price lists when price changes occur

Ensure that internal staff have all the relevant information so that invoicing can be done timeously

Manage incoming calls and ensure that all customer demands are met

Direct customer queries to the relevant party

Check the inventory on hand on a daily basis based on customer forecast

Conduct an MDI (Managing Daily Initiative) on a weekly basis with the dispatch, production, receiving and sales staff to address problem areas within each department

Recommend potential products and services to customers

Maintaining a positive, empathetic and professional attitude toward customers at all times

Responding promptly to customer inquiries

ORDER PROCESSING:
Load customer orders on the MFGpro system to create a sales order

Create a job card based on the sales order

Ensure that all orders are accurately created and timeously distributed to the production department

Request the a time frame from the Production Supervisor regarding urgent orders

Communicate the time frame to the Dispatch Supervisor to ensure that delivery occurs within the allocated deadlines

Liaise with the Finance department regarding customers that are on hold

Send correspondence to the Finance Department regarding customers accounts that are suspended

Provide customers feedback in terms of urgent orders as well as materials that are out of stock

GENERAL:
Participate and assist with stock take as required

Job Requirements
Required education
: Bachelor's degree

Required relevant work experience
: 3 years

Required languages:
English (Spoken: fluent | Written: fluent)
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