Job Purpose

Provides Customer Order Service support to the organization by analyzing and verifying the accuracy of order information received and processing orders in a timely manner to ensure products reach customers on time and in full. Executes any process changes and/or corrective action identified by Customer Service Manager to ensure an excellent standard of service and a high level of customer satisfaction are maintained. Records customer complaints and responds in accordance with guidelines from supervisor.

Key Accountabilities

Customer Order Service Administration

• Receive process and follow up orders SAP Shape and any other ERP required
• Process and invoice all temporary despatch notes and keep record of numbering to ensure all is accounted for.
• Review Outstanding Order Report for pending orders and ensure OTIF is met for all orders
• Agree delivery dates, transport and packaging matters with customers.
• Check customer master data (for example payment conditions and contact details)
• Send product information to customers (product data, material safety data, sales specifications).
• Follow up on payment and liaise with OTC regarding release of orders.
• Review and proactively resolve issues related to billing/ short delivery/ capture error and pricing issues. Raise credit note request relating to issues identified and resolved.
• Assist and work closely with OTC to ensure all receipts are allocated accurately,
• Work with the organization’s other regional offices to resolve problems, facilitate solutions and enhance customer service offerings.
• Ensure timely invoicing to customers. Invoices should be sent to customers as soon as proof of delivery has been established
• Administrate and file customer complaints relevant to pricing, and delivery.
• Archiving of all COS related documentation in a proper and timely manner
• Ensures customer orders comply with any defined local authority matrices
• Ensure correct order maintenance for OTIF reporting
• Ensure all customer & order documentation is properly filed and desks are clear of any unnecessary paperwork.

Connect with warehouse & logistics team

• Check availability of stock in SAP Shape and liaise with operations/production staff where issues arise. This includes the stock and production of MTO products
• Prepare picking lists for dispatches and liaise with warehouse staff
• Prepare daily dispatch request for the warehouse / logistics team

Invoicing & OWC management

• Create and verify invoices, debit/credit notes,
• Improve OWC in cooperation with Sales Manager, Credit Control and customers
• Ensure correct date maintenance for orders to improve OWC. Special emphasis on bulk orders

Customer Communication & Sales related activities

• Answers customer inquiries/communications as required.
• Serve as communication link between external customers and internal stakeholders
• Write internal and external correspondence according to instructions of the COS Manager and Sales Manager
• Contribute as a checker function to ensure quotations and customers contracts comply with any locally defined authority matrices

Maintenance of Process Flowcharts & SOP’s

• Contributes to the development and maintenance of standards, policies and procedures regarding customer service
• Regularly provides feedback on the soundness and effectiveness of the customer service department’s policies and procedures.

Reporting

• OTIF Reason Code maintenance and OTIF Reporting
• Outstanding Order Report
• Standard reporting on a daily/weekly/monthly basis on COS activities in line with defined KPIs

Compliance

• Adheres to all corporate policies, guidelines and statutory requirements and recommends to (senior) management adoption and/or changes to policies and guidelines to reflect circumstances within the customer service area

Cover for colleagues

• Provide vacation cover for other COS colleagues in other businesses and countries within South Africa

Job Requirements

• Matric with Maths or Accounting and English as first language – Diploma or Degree in Marketing or Business Administration an advantage.
• Relevant customer service or direct marketing experience preferable.
• SAP Experience a must.
• Must be work well under pressure, be able to multitask, and have adequate interpersonal and communication skills. Must be able to work well in a team environment. Must be mathematically orientated.
• Good MS Office (Excel / Word / PowerPoint).
• Good command of English language – an additional language such as Afrikaans an advantage
• Good customer service, negotiation skills and a good command of English language. Able to manage time and prioritize activities effectively. Must be able to execute tasks quickly and efficiently. Must have a good numeracy level. Must be able to handle to work on numerous ERP system