About the position
Our client is looking for a Customer Service Representative. This role will expose you to a diverse working environment with endless opportunities to grow as an individual and to work for an organization that promotes equality. This is a contract role based in Johannesburg
The principal accountabilities of the Customer Service Representative (=CSR) ensures a qualified and timely execution on the internal and external administrative processes, covering the pre-order, order and post order requirements including, but not limited to, customer service and support, order management and processing, pricing control, customer delivery and inventory management within the ERP system as well as non ERP requirements, e.g. forecasting, and stock management
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- Matric is essential.
- 3 years of work experience in customer service / order processing.
- Ability to apply business rationale and independent thinking.
- SAP experience or any ERP systems experience is non-negotiable.
- Prior SAP experience in order-processing is a must.
- Being friendly and understanding for customer needs.
- Sound knowledge in logistics and shipping familiar with export documentation e.g. Letter of
- Credit, Bill of Lading, Airway Bill, Export Letter of Credit orders, preparation of banking documents
- Using Trade Services online banking system etc.
- Experience in processing SSA import shipments is preferred.
- Good team player, able to work independently and takes initiative to resolve issues.
- Willing to learn many new tasks and develop minimum technical knowledge of the product line.
- Meticulous, organized and possesses positive attitude.
- Good communication and interpersonal skills. Fluency in spoken and written English.
- Basic knowledge of Financing, Credit Management and Global Trade Services will be advantageous.
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- Cover full spectrum of pre-order, order and post order services required from product planning to delivery of the product to customers and collection of outstanding dues.
- Perform complete order to cash process for organizations customers in MEA region.
- Demonstrate a clear understanding of order-to-cash business processes and support the CS Supervisor to make critical decisions that support both strategic plans and tactical objectives for customer service team.
- Manage relationship and services with key internal / external customers for order and returns processing.
- Implement processes, establish and monitor key performance indicators that fosters swift and efficient completion of the full pre to post order stages in MEA region.
- Ensure extension in SAP on material codes, plant codes and customers.
- Compile Stock on hand (SOH) report and monitor stock levels in country.
- Forecasting and planning with sales, supply and sourcing partners to have a continuous flow of stock in country.
- Maintain SOH report post any sales.
- Establishing regulatory requirements for importation and actioning any required processes to ensure regulatory compliance.
- Coordinate the preparation of shipping documentation for the customers: Liaising with plant to receive shipping documents which meet customer’s clearance and import requirements for specific country.
- Liaison with customs clearance agency and logistics department for stock importation and clearance
- Dispatching shipping documents to customer
- Answering customer queries by coordination with sales and the plant.
- Receipting of incoming stock into initial warehouse on SAP
- Transfer and distribution of stock between warehouses to ensure adequate stock to service customers.
- Receipting stock, managing warehouse transfers on SAP
- Maintaining First in, first out (FIFO) processes with warehouse
- Managing customer credit with finance and business lines, pending Coface status, and where required, ensuring extension of credit after internal consultation.
- Manage the Customer Profile(s)/End Use Certificate/Trade Restriction Covenant.
- Receive and manage specific customer queries with the relevant unit.
- Receiving customer purchase orders, sending order acknowledgement
- Creation of sales orders in SAP
- Creating internal VPO and communication to plant
- Follow up with plant for order confirmation, shipping schedule and update the same to the customer.
- Obtain necessary approval of draft shipping documents from customer.
- Clarification of all questions related with processing orders, handling changes in orders and independently carrying out all the necessary phone calls and correspondence.
- Checking contract documents and customer orders (product, specification, price, payment and delivery conditions, delivery date, and packaging) using the required processes, e.g. CUPSET, Bl-specific processes.
- Where required: Preparation of L/C compliant documents based on the credit transactions, invoicing, monitoring of funds transfer for order?
- Where required: Management, review and amendment of LC and or bank contracts with customer and bank?
- Updating monthly order file
- Sending delivery notes to warehouse to ensure on time in full (OTIF) deliveries to customers.
- Maintain communication and/or customer complaints wrt to deliveries and resolving with warehouse/transporters.
- Invoicing customers
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Desired Skills:
- Time Management
- Critical Thinking
- Spreadsheet software
- Judgment and Decision Making
- Active Listening
- Tax preparation software
- Accounting Software
