Job Responsibilities
- Order Processing- Maximizes customer service level by processing all customer orders in such a way to eliminate any errors in order. Analyses service failures and makes recommendations for improvements. This to maximize customer service level and sales.
- Resolve Customer Complaints- Ensures efficient customer complaint handling and decrease of the number of complaints. This by:
- Pre-advising all customers of any potential shortages including reason and next availability.
- Processing all allocated customer’s returns / queries. Logging all customer complaints queries or issues and ensuring all are resolved in a timely manner.
- Obtaining and evaluating all relevant information to handle enquiries and complaints. Reports on customer complaints as requested by Customer Services Lead.
- Pro-actively inform the customer of what can be delivered. Identify potential stock issues and efficiently inform customers and internal stakeholders (e.g. Sales) to ensure excellent customer relationships
- Provide the Logistics Operators with adequate lead-time in such a way that all customer deliveries can be planned, coordinated and dispatched in order to satisfy the required deadlines, maximize utilization and minimize cost.
- Administer customer account data. Update master data as appropriate, ensuring accurate specific information. Provide on- going support as requested by team leader or manager
- Evaluate external customer satisfaction, define and implement improvement activities based on these results.
Job Requirements
- Diploma or Degree
- 2-5 years of experience in customer service, in an FMCG environment
- Understanding of order to cash processes and experience in managing order flows with internal and external stakeholders
- Detailed SAP ECC system knowledge
- Proficient in Excel
