Customer Service Receptionist

SUMMARY:
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POSITION INFO:

MAIN PURPOSE OF THE JOB

The Receptionist is part of the JHB Customer Services team. The receptionist is responsible for managing the switchboard & front desk of the office and is an active member of the Customer Services team. The primary responsibility of the Customer Services team is to manage the customer ordering process and to ensure that the customer receives a smooth, professional and efficient service each time they place an order and make an enquiry. This includes managing quotations, COD orders, courier services, customer queries, backorders, goods returned, complaints and credit requests.
This position does not supervise or direct any staff.

Maintains the company’s Safety, Housekeeping and Quality Standards. Incumbents will be subject to mandatory testing for Alcohol and/or drugs on a random, reasonable suspicion, post-accident, return to duty, and follow up basis.

Demonstrate and promote a proactive commitment to health & safety, well-being and the environment whilst complying with all laws and company policies.
The company operates in the Medical Devices and Printing.

KEY PERFORMANCE AREA INPUT OUTPUT

• Reception
  Answer all incoming calls professionally and direct them to the correct recipient
  Take messages and ensure that the calls are followed up on
  Manage the stationery requirements of the Office
  All customers calling the company received a professional service
• General Duties - Administration
  Filing & Archiving of paperwork including supporting other departments in doing so
  Manage office stock such as tea/coffee/milk/sugar/toilet paper etc. Place orders for stock and ensure that adequate stock has been issued to all staff and departments.
  Best Practices - Improve processes and policies in support of organizational goals. Formulate and implement departmental and organizational policies and procedures to maximize output. Monitor adherence to rules, regulations and procedures.
  All reports and records to be filed
  Filing / Archiving / Scanning / Copies / Ad hoc
  Archives identified and archived annually after the Financial Audit.
  Always maintain efficiency and quality
• Processing of Orders
  Telephone orders documented onto Order Form
  Check all fax, internet and E Mail orders and print
  Capture all orders into Macola accurately and ensure that the prices are as per the approved pricelist for that customer
  Reconcile EPS, Surgitrack and Orderwise orders from Macola to the systems
  Check Stock Levels regularly and note on the CS Board what is out of stock
  Prepare monthly reports
  Handle customer enquiries and customer queries
  Review orders by comparing to original order and print invoices (where you have not captured the order)
  Filing of all completed invoices and quotations.
  Order wise orders captured within 30 minutes of being received
  Orders processed on the day received
  Orders processed accurately
  Queries answered on a timely basis (within 24 hours)
• Backorders
  Capture all backorders when received
  Communicate ETA for backorders to be dispatched to customers and keep customers up-to-date
  Backorders cleared on a timely basis
  Customers always up-to-date with status of backorders
  Prepare a weekly Backorder report
  Review backorders daily to be released
  Procurement always up-to-date with what is on backorder
• Bill & Sends
  Submit Bill & Sends to Jhb before 3pm each day
  Record Bill & Sends in the Bill & Sends register
  Review the Bill & Sends Register on a daily basis
  Action all Jhb Bill & Sends once received from Jhb
  Bill & Sends completed on a timely basis
• Quotations
  Complete all requested quotations and send to customer within 48 hours
  Record all quotations in the quotations register
  Follow up monthly on all outstanding quotations
  Prepare and submit Pro Forma Invoices to COD and Export customers
  Follow-up with Finance for when payment has cleared for COD customers
  Quotations sent to customers within 48 hours
  Quotations register up-to-date at all times to enable scrutiny and analysis of outstanding quotes
  Pro-forma invoices submitted on a timely basis
  COD customer goods released on a timely basis once payments has cleared
  Couriers
  Prepare the daily invoice register and reconcile to the daily courier manifest
  Check the Couriers Undelivered Log
  Identify problem areas for the Courier and escalate these to the Supervisors
  Follow up all delivery queries with transporter/ customer and provide feedback to the customer
  Prepare the monthly watchlist
  All orders delivered on a timely basis
  Ensures that Courier delivers on time
  Resolve queries, maintain communication
  Results logged, alleviates build up, resolves queries and maintains communication
• Goods Returned & Complaints
  1Obtain approval for goods to be returned and provide instruction to the couriers for the goods to be collected. Notify the Receiving team of the return.
  Review the weekly Goods Returned log and ensure that items are cleared out within 2 weeks.
  Prepare customer complaint forms and credit request forms in terms of the Complaints policy.
  Provide feedback to customers on their complaints within 72 hours
  All complaints to be closed within 2 weeks
• Environmental, Health & Safety
  Maintain the health and safety principles of the organization
  Manage stock of hairnets & dustcoats
  Safe & Secure working environment
  Zero Health & Safety incidents
  Ensure that all Visitors sign in and are subject to a Health & Safety induction
  Report all Health & Safety incidents timeously;
  Maintain a record of all staff on the premises at any given time
• Quality
  Ensure that product quality and safety is maintained throughout orders process;
  Monitor expiry dates and ensure that customers are made aware of storage requirements for products.
  Documentation of NCAs and ARs where relevant;
  Zero audit findings
  Complaints raised and closed timeously

• REQUIRED MINIMUM EDUCATION
  Matric (Grade 12)
• MINIMUM PREVIOUS WORK EXPERIENCE
  5 years including 2 in a similar position
• TRAINING
  In house
• DESIRABLE ADDITIONAL EDUCATION, WORK EXPERIENCE AND PERSONAL QUALITIES
  PC skills (incl. Microsoft Word, Excel & Outlook)
  Excellent telephone technique and good attention to detail.
  Excellent written & oral communication and interpersonal skills
  Organizational skills with the ability to perform multiple tasks simultaneously