Customer Service Representative

Job Summary

Processing of customer sales orders (SO) including:
Customer Purchase/Sales order entry and management of order through to delivery.
Logging of RMA’s and managing the process of returned goods.Accountability for the determination of appropriate courses of action with regard to crediting customers or replacement of faulty goods.
Release of delivery documents to the warehouse and liaise with the warehouse team on special shipment requirements.
Raise Commercial and Pro Forma documentation when applicable.
Work closely with Purchasing team for SO Stock requirements and provide updated ETA to customers
Responsible to answer calls in a timely manner and update Zendesk tickets.
Action customer enquiries including but not limited to stock availability, pricing and product enquiries.
Regular cross function meetings with Sales and Product Managers to discuss and resolve customer issues/tickets.
Reporting as required

Operational Excellence/Key Performance Metrics

Collaborate with CS team members to ensure phone coverage, minimising missed calls to under 10%.
Respond to consumer enquiries within 24hrs.
Process SO’s received prior to 11am for same day dispatch, after 11am for next day delivery.
Accountability for customer specific portal order acknowledgement and delivery notifications where applicable for SO processing.
Weekly outstanding order report (OOR) creation and distribution.
Action OOR feedback within 24hrs of receipt.Assist the team to maintain a MFA Satisfactory score of over 85%
Respond to all customer queries in a customer centric and proactive way – ensuring customer satisfaction and resolution, anticipate needs and exceed customer expectations.
Ensure Standard Works are followed for all Customer Service processes. Maintain and review Standard Works regularly as per Cx requirements.
Take ownership of all customer complaints, proactively address customer concerns.
Ensure all enquiries are properly logged.
Ask customers targeted questions to quickly understand and correctly route enquiries.
Provide prompt and accurate feedback to customers.
Refer to internal database or external resources to provide accurate consumer solutions.
Properly escalate order related issues to appropriate internal teams.
Liaise with Production and Purchasing Leaders on finished goods inventory issues and schedule receipt due dates.
Prioritize and manage competing demands simultaneously
Prepare accurate and timely reports.
Assist to identify reasons for missed KPI targets. Participate in the analysis of defect reasons and take part in the improvement activities.
Participate in training to further develop the skills and knowledge required to perform the duties effectively.
Maintain positive relationships with stakeholders.View all issues with a company-wide perspective.

Professional Experience

At least 3 to 5 years experience in a Customer Service role
Intermediate skills in MS Office and Understanding of Supply Chain and Operations methodology
Experience working in a team environment
Experience in compiling Standard, Works, Standard Operating Procedures or/and Work Instructions
Experience working with ERP systems

Professional Competencies

Ability to converse with customers and difficult enquiries
Ability to handle escalated issues
Able to work in a team environment with diverse personalities
Excellent customer service focus
Ability to establish and adhere to strict timeframes