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    Customer Service Representative - Johannesburg, South Africa - Puma Energy

    Puma Energy
    Puma Energy Johannesburg, South Africa

    2 weeks ago

    Default job background
    Full time
    Description

    Main Purpose:

    Responsible to provide customer support excellence to external business partners and the sales field staff by acting as a primary contact point for information requests and business enquiries. Deals with incoming calls ranging from orders placing, business inquiry, order delivery follow-ups, debt collection, customer stock position updates, outstanding order confirmations, as well as account reconciliations. Handling the back-end customer interface, managing customer calls or e-mails professionally and efficiently. Responsible for creating Offers and Orders, Invoices and Credit Memos within Navision and for adequately handling customer inquiries and / or account reconciliations.

    Handles all back-end support activities related to invoicing, credit notes and debit notes, ensuring proper approval has been received prior to executing such transactions.

    Knowledge Skills and Abilities, Key Responsibilities:

    KEY RESPONSIBILITIES:

    Managing customer product orders

  • Answers inbound customer calls related to the order-to-cash process.
  • Creates Offers and Orders in Navision and Salesforce received through calls, e-mails, portal or other means.
  • Adheres to call center best practices complying with existing rules and attending customers within expected service levels.
  • Generates outbound calls to customers when required.
  • Ensures data is recorded without errors facilitating a smooth operation.
  • Ensures cut off times are adhered to
  • Maintains good, timely and effective communication with schedulers and customer

    • Managing customer requests and queries

  • Receives and follows-up with the adequate team on customer requests and ensures customers receive timely answers in an appropriate and professional manner
  • Promptly escalates any issues to Supervisor/management in order to maintain satisfactory response times.
  • Records customer queries and reports to management as and when they occur

    • Internal customers.

  • Supports Sales, Credit and Terminal staff with sales and invoicing requirements.
  • Provides support to other teams when needed.
  • Effective engagement with scheduling/transport, supply, terminal and pricing teams to ensure timely service to customers
  • Liaises with Engineering team where applicable for customer queries
  • Promptly logs tickets with IT and follows up on resolution/escalates where necessary

    • Back-end support.

  • Generates Credit and/or Debit notes as a result of product diversions, price adjustments, rents, franchises, rebates, delivered quantity discrepancies and any other business requirements.
  • Ensures all related customer account reconciliations are completed promptly when required.
  • Responsible for obtaining proper approval as per delegation of authority and internal control processes prior to executing such transactions and finalization of reconciliations.
  • Complies with all control standards and available procedures including safety

    • Daily Invoicing

  • Tracks daily invoicing through the invoicing Control sheet to identify any outstanding invoicing to be done in the systems.
  • Invoices all deliveries by 10am the following day
  • Ensures all invoices are mailed to customers daily, on the same day of raising the invoice

    • Administrative requirements

  • Ensure all related paperwork is either filed or kept in such manner as prescribed by direct line supervisor and/or manager.
  • Generates periodic reports as required

    • REQUIREMENTS:

    Experience:

  • High-school Matric qualification required.
  • Diploma in business studies, logistics or related field
  • 2 years industry experience. Oil industry experience an advantage
  • Experience in dealing with external customers preferred.
  • Background in Call Center activities or accounts departments is an advantage

    • Skills:

  • Proficient in Microsoft Office and Outlook.
  • Ability to communicate effectively English language.

    • Competencies:

  • Excellent verbal and written communication
  • Conflict handling skills
  • Able to prioritize work tasks
  • Able to handle fast moving and high pressure customer facing environment
  • Problem solving skills
  • Customer Service Oriented
  • Quick learner
  • Excellent planning and organization skills
  • Proactive and detail-oriented
  • Team player
  • Persuasion without authority skills

    • Key Relationships and Department Overview:

    Internal – Pricing, Credit, Delivery Scheduler, Sales, Terminals

    External – Customers, dealers, suppliers, contractors

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