Customer Service Agent for Vector | Onsite KZN
About us:
Going Beyond is in our DNA. It’s what makes us see opportunities in your supply chain where others see challenges. We provide solutions, where things can’t be done. Not because we know it all, but because we co-create the answers with you – the one who knows your business best. With our passionate and skilled people, our industry-leading systems and our world-class infrastructure, we can help you create a winning future. Are you in?
JOB PURPOSE
To process inbound/outbound sales orders and assist with customer queries including delivery times, quality complaints, product enquiries, out of stocks, amending the DSL and depot queries.
KEY RESPONSIBILITIES Inbound/Outbound Sales Order Processing
Capture orders accurately for assigned customers (correct orders and dates) within the requisite time.
Read back orders and confirm each line and reference number.
Process and email add-on’s and JIT products before the cut off time.
Ensure the completed detailed activities are captured in CRM.
Ensure no orders are mailed through by COB to CCF.
Provide the call lists to the customer care facilitator for completion and signature at the end of the day.
Administration and Protocol Compliance
Run and check VAO5, futuristic orders, duplications, completed call lists, open activity reports on a daily basis.
Inform customers of load exceptions and dropped stock.
Rebook the DSL and short deliveries.
Update the customer base, call lists and activities on a continuous basis and email the information to superiors.
Advise the customer care facilitator of complaints logged by customers.
Ensure that the work station is organised and orders are filed daily.
Administer pick up slips.
Communication
Ensure clear communication to respective depot staff on all add-on’s, special deliveries and short/incorrect deliveries.
Communicate with respective PSC’s on stock outs and amendments.
Liaise and follow up with delivery queries (i.e. delivery times, late deliveries and delayed/broken down trucks).
Assist customer representatives with store queries.
Advise respective parties of problematic customers and provide assistance in finding resolution to issues.
Team Coordination
Take ownership and accountability for tasks and activities and demonstrate effective self-management in terms of planning, prioritising and self-development.
Follow through to ensure that quality and productivity standards of work are consistently and accurately maintained.
Inform relevant parties in the event of tasks or deadlines not met, the potential risks thereof and provide appropriate resolution.
Support and drive the business core values.
Manage colleagues and clients’ expectations and communicate appropriately.
Demonstrate willingness to help others and “go the extra mile” to meet team targets and objectives.
Champion training and development of self and others through utilising available training opportunities or contributing to the development of new training solutions relating to product costing in collaboration with national training specialists.
Participate in and drive regular performance appraisals and ensure that own targets and goals are clear and achievable.
Maintain a basic appreciation and awareness of employee relations climate and ensure corrective action is taken where required in line with relevant legislation and company policy.
Qualifications and Experience
- Matric / Grade 12
- Skills and Competencies
Behaviour Standards
Be brilliant at the basics
Face the brutal facts
Smash the silos
Lead with integrity, respect and energy
Be curious and challenge change
Take accountability for results and people
Knowledge
Call centre operations
SAP CRM and R3