SUMMARY:
Customer Service Rep - OEM
POSITION INFO:
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.
• Extensive knowledge of SKF and Lincoln Products.
• 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 adhoc 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.
