Receptionist/Customer Care (Longmeadow)

SUMMARY:
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POSITION INFO:

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.

• Min Matric
• Min 5 years experience in similar role.
• 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

RECEPTION

1. Answer all incoming calls professionally and direct them to the correct recipient
2. Take messages and ensure that the calls are followed up on
3. Manage the stationery requirements of the Office 

GENERAL DUTIES ADMIN

1. Filing & Archiving of paperwork including supporting other departments in doing so
2. Manage office stock such as tea/coffee/milk/sugar/toilet paper etc.
3. Place orders for stock and ensure that adequate stock has been issued to all staff and departments;
4. Best Practices - Improve processes and policies in support of organizational goals. Formulate and implement departmental and organizational policies and procedures to maximize output.
5. Monitor adherence to rules, regulations and procedures; 

PROCESSING OF ORDERS

1. Telephone orders documented onto Order Form
2. Check all fax, internet and E Mail orders and print
3. Capture all orders into Macola accurately and ensure that the prices are as per the approved pricelist for that customer
4. Reconcile EPS, Surgitrack and Orderwise orders from Macola to the systems
5. Check Stock Levels regularly and note on the CS Board what is out of stock
6. Prepare monthly reports
7. Handle customer enquiries and customer queries
8. Review orders by comparing to original order and print invoices (where you have not captured the order)
9. Filing of all completed invoices and quotations. 

BACKORDERS

1. Capture all backorders when received
2. Communicate ETA for backorders to be dispatched to customers and keep customers up-to-date 
3. Prepare a weekly Backorder report
4. Review backorders daily to be released

BILL & SEND

1. Submit Bill & Sends to Jhb before 3pm each day
2. Record Bill & Sends in the Bill & Sends register
3. Review the Bill & Sends Register on a daily basis
4. Action all Jhb Bill & Sends once received from Jhb

QUOTES

1. Complete all requested quotations and send to customer within 48 hours
2. Record all quotations in the quotations register
3. Follow up monthly on all outstanding quotations
4. Prepare and submit Pro Forma Invoices to COD and Export customers
5. Follow-up with Fin

COURIERS

1. Prepare the daily invoice register and reconcile to the daily courier manifest
2. Check the Couriers Undelivered Log
3. Identify problem areas for the Courier and escalate these to the Supervisors
4. Follow up all delivery queries with transporter/ customer and provide feedback to the customer
5. Prepare the monthly watchlist

GOODS RETURNED & COMPLAINTS

1. Obtain approval for goods to be returned and provide instruction to the couriers for the goods to be collected. 
2. Notify the Receiving team of the return.
3. Review the weekly Goods Returned log and ensure that items are cleared out within 2 weeks.
4. Prepare customer complaint forms and credit request forms in terms of the Complaints policy.
5. Provide feedback to customers on their complaints within 72 hours 

ENVIRONMENTAL, HEALTH & SAFETY

1. Maintain the health and safety principles of the organization
2. Manage stock of hairnets & dustcoats 
3. Ensure that all Visitors sign in and are subject to a Health & Safety induction
4. Report all Health & Safety incidents timeously;
5. Maintain a record of all staff on the premises at any given time 

QUALITY

1. Ensure that product quality and safety is maintained throughout orders process;
2. Monitor expiry dates and ensure that customers are made aware of storage requirements for products.
3. Documentation of NCAs and ARs where relevant; 

 

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