Account Administrator - Johannesburg, South Africa - Gilbarco

Gilbarco
Gilbarco
Verified Company
Johannesburg, South Africa

1 week ago

Thabo Mthembu

Posted by:

Thabo Mthembu

beBee Recruiter
Description

JOB TITLE:
Account Administrator


DEPARTMENT:

COE




REPORTING TO:
VIS Network Manager

PURPOSE OF POSITION
Responsible for handling a variety of internal and external customer service calls in a prompt and courteous manner. Resolves customer questions and problems regarding fleet installations, requests for repair, override queries and other services. Completes and maintains related reports, transactional records and RAILs


KEY RESPONSIBILITIES

Engen Commercial

  • Financial
  • Tracking of orders added in flash.
  • Ensuring Vehicle Appointments have been scheduled.
  • Job Cards have been received and submitted for invoicing.
  • Ensuring all work completed has been invoiced and corresponds with the amount flashed.
  • Customer Services
  • Assisting customers with installation, deinstallation and repair requests.
  • Directing customers through the process on how to log calls through Engen or schedule repairs.
  • In instances where the vehicle is unable to refuel/leave the forecourt assist in having the vehicle released and transaction settled.
  • Analysis of vehicles on high help desk overrides and request that customers make these available for inspection and repair.
  • In Instances where sites are responsible for high help desk overrides, log calls for the sites to be inspected.
  • Assisting customers to order PAN numbers for vehicles trying to transact on a cancelled pan to assist in reducing help desk overrides.
  • Assisting with customer escalations regarding delays in installations/ vehicle queries and sites refusing to refuel vehicles.


  • Additional Responsibilities

  • Engen Commercial
  • In instances Schedulers are unable to have stock released for installations, arrange relevant approvals to proceed with work.
  • When the Scheduling team experiences difficulties scheduling an appointment, the AE will step in to assist.
  • Assist with customer reports to show their fleet performance.
  • Sharing an Annual expiry chip report with Engen
  • Other ad hoc tasks not specifically mentioned
    DELEGATION OF AUTHORITY
As per the formal Delegating of Authority (DOA)

As delegated by the Manager, when necessary.


POSITION RELATIONSHIPS

Internal
Engen Key Account Manager

Scheduling Team

eFuel Call Centre


DDS
Technical Service Desk

Warehouse

GVR Procurement


External
Engen EDC customers


MEASURES OF PERFORMANCE (INDICATORS)

Leading - Ability to determine the existence of a problem by looking at the data and pre-empt communication with customers


Lagging:


  • 100% of customer problems and queries are promptly and professionally addressed and resolved.

PERSONAL QUALIFICATIONS & EXPERIENCE

Education/achievements

Required
Grade 12 or equivalent


Preferred
Experience in customer service within the oil industry would be an advantage


Experience/Knowledge

Required
Previous experience in dealing with customers and related queries


Preferred
At least 1 year work experience as an Account Executive


Specific Skills

Required

  • Ability to work well under pressure.
  • Must have good data analysis abilities
  • Excellent communication skills
  • Ability to work as part of a team and as an individual
  • Ability work with little or no supervision
  • Ability to handle demanding customers
  • Patience and professionalism

Preferred

  • Knowledge of the eFuel Network and related payment solutions would be an advantage
    ROLE SPECIFIC COMPETENCIES & BEHAVIOURS

Customer Driven

  • Gains insight into customer needs.
  • Identifies opportunities that benefit the customer.
  • Builds and delivers solution that meet customer expectation.
  • Establishes and maintains effective customer relationships.

Collaborative

  • Works cooperatively with others across the organization to achieve shared objectives.
  • Represents own interest while being fair to others and their areas.
  • Partners with others to get work done.
  • Credits others for their contributions and accomplishments.
  • Gains trust and support of others.

Inclusive

  • Seeks to understand different perspectives and cultures.
  • Contributes to a work climate where differences are valued and supported.
  • Applies others' diverse experiences, styles, backgrounds, and perspectives to get results.
  • Is sensitive to cultural norms, expectations, and ways or communicating.

Accountable

  • Follows through on commitments and makes sure others do the same.
  • Acts with a clear sense of ownership.
  • Takes personal responsibility for decisions, actions and failures.
  • Establishes clear responsibilities and processes for monitoring work and measuring results.
  • Designs feedback loops into work.

Champions VBS

  • Identifies and creates the processes necessary to get work done.
  • Separates and combines activities into efficient workflow.
  • Seeks ways to improve processes, from small tweaks to complete reengineering.
  • Is a simplifier, focused on cutting through complexity?
  • Prioritizes to the critical few focuses o
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