Customer Service Representative

As Customer Services you are in the fore front of the business and in daily contact with new and existing customers telephonically, as well as supporting the Sales team. This position requires a technically minded, high energy driven individual, experienced in customer service / internal sales.

RESPONSIBILITIES

CUSTOMER SERVICE

• Managing and handling telephonic enquiries.
• Providing product information to existing and potential customers.
• Providing verbal and typed quotations to customers.
• Following up on quotations.
• Providing guidance to customers in the use/application of the company's Products.
• Entering of sales order on our operating system.
• Compiling of documentation required for projects and tenders.
• Arranging and attending of sales events.
• Updating quote schedule on daily basis.
• Forwarding order acknowledgement to customers and sales representatives.
• Follow up on all weekly back orders and promises kept.
• Focused on reducing the slow-moving stock in the branch.

CUSTOMER INVOLVEMENT & AFTER SALES SERVICES

• The position has direct contact with customers, and the company's internal departments and it will be required to assist and take ownership of customers and Sales Representatives commercial and related queries when requested.
• The success of the company is based on this position’s effective handling of internal and external customer needs.

COSTING

• Responsible to do all cost calculations for instructions received from operations.
• Sending the quotes as per tiering structure.

KEY SUPPLY CHAIN FOR REPAIR FACILITY

• Co-ordinate buy outs and purchasing of consumable for the Repair facility within the supply chain process and within the supply chain budget for the company.
• Compile a list of preferred suppliers to ensure service level agreements, supplier BBBEE certificates and quality standards are adhere too for the repair facility.
• Identify and source supplier quotations.
• Ordering goods from suppliers to fulfil customer orders and maintain service levels.
• Processing of order confirmations from suppliers quickly and effectively, liaising with other departments and branches where necessary to resolve queries.
• Chasing suppliers for overdue items.
• Placing Purchase Orders according to the purchasing schedule and LOA.
• Follow up and monitoring of all Purchase order until goods are delivered a per order requirements.
• Capturing and filling supplier/service provider details, payment terms and schedule.
• Assist with the receipt, verification, processing, capturing and forwarding of goods and services.
• Any issues (e g delay, pricing, quality, volume) to be communicated.
• Managing, checking and authorizing all relevant documentation i.e. invoices, certificates, ensuring full traceability of the products and adhering to company's procedures.
• To place purchase/ sales orders in the system according to customer demand or end of month process.
• Assisting with Administrative tasks.
• Preparation of presentations, reporting and analysis.

COSTING

• Responsible to do all cost calculations as and when required.
• Sending the quotes as per tiering structure.

ADMINISTRATION

• Responsible for general administration.
• Processing of delivery notes and invoicing.
• Processing of supplier invoices and purchase orders.
• Control and follow up of outstanding Purchase orders.
• Assisting with customer returns and processing of the relevant documentation.
• Updating job register and following up outstanding jobs.
• Answering switchboard.
• Following up of outstanding dispatches.
• Handling of Credits and warranty Claims.
• Daily and monthly reporting structures.

INVENTORY

• Assist with physical inventory.
• Communicate with relevant Managers regarding inventory levels – Market intelligence.
• Control of inter-branch stock transfers.
• Following up of negative stock.

WARRANTY CLAIMS

• Keep an updated schedule of all warranty claims on the company and their status. (5-day rule)

DEBTORS

• Assisting with debtor queries when required.

QUALITY CONTROL

• Assist Quality Management with documentation control.
• Assist with initiation of Non-Conformance Reports on faulty or returned orders.

QUALIFICATIONS

• Minimum qualification grade 12.
• Solid understanding of the company systems and procedures 2 -3 Years working experience in a similar field.
• Product Knowledge.
• Computer skills.