Durban: Customer Services Representative

Key Responsibilities: Order Administration Receive and respond to all customer enquiries from order placement through to receipt/ dispatch of stock to customer, ensuring that the customer and the designated Business Manager are kept informed of progress Maintain the Sales Module on the ERP system and user of the CRM system, ensuring that customer details and contact information are correct and accurate at all times. Maintain the customer pricing lists within the system ensuring that these are correct and accurate at all times. Liaise with Supply Chain and Operations regarding stock availability, production scheduling and lead times prior to confirmation and processing of orders. Issue invoices and other required documents to customers Where required, conduct outbound telephone sales as part of proactive sales activity. Logistics Book logistics/ transport for bulk/packed goods for national and cross border deliveries, ensuring that all product movements are agreed and scheduled with Operations. Prepare export documentation. Resolution of day-to-day issues arising from logistics activities, escalating to the Supply Chain where issues are non-compliant with contractual requirements. Carry out month end freight reconciliation process, ensuring that freight invoices match contracted values. Actively seek to improve Company performance in areas such as OTIF. Query & Complaint Handling Administer customer complaints procedure In the event of non-conforming product, liaise with Supply Chain, Operations and Sales teams to obtain customer waivers, alternatives supply resources or the agreement concession or return of goods. Other Adhere to the company vision and standards and operate in a safe and ethical manner at all times. Active in promoting and improving the company 6s principles. Operate within the formal Limits of Authority at all times. Sharing of telephone answering and other general Skills, Knowledge & Experience Customer service or logistics experience with knowledge of South African & Export transactions. High levels of numeracy and literacy. Excellent analytical and problem-solving skills. A self-starter with high standards, capable of acting and working under own initiative. Previous experience in CRM, ERP systems (JD Edwards Enterprise 1) A flexible approach to work activities with a strong commitment to excellent customer service. Good communication skills (written and verbal) at all levels. Excellent interpersonal / telephone skills. Strong organisational skills, with an eye for detail & the ability to manage multiple and changing priorities. Qualifications & Education: Tertiary qualification in Customer Services / Logistics would be advantageous. Strong proficiency in MS office