- 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
- 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
- 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
- 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
- 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
- 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
- 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
- Proficient in Microsoft Office and Outlook.
- Ability to communicate effectively English language.
- 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
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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
Managing customer requests and queries
Internal customers.
Back-end support.
Daily Invoicing
Administrative requirements
REQUIREMENTS:
Experience:
Skills:
Competencies:
Key Relationships and Department Overview:
Internal – Pricing, Credit, Delivery Scheduler, Sales, Terminals
External – Customers, dealers, suppliers, contractors