Johannesburg: Customer Service Receptionist

Job Summary

MAIN PURPOSE OF THE JOB The Receptionist is part of the JHB Customer Services team. The receptionist is responsible for managing the switchboard & front desk of the office and is an active member of the Customer Services team. The primary responsibility of the Customer Services team is to manage the customer ordering process and to ensure that the customer receives a smooth, professional and efficient service each time they place an order and make an enquiry. This includes managing quotations, COD orders, courier services, customer queries, backorders, goods returned, complaints and credit requests. This position does not supervise or direct any staff. Maintains the company’s Safety, Housekeeping and Quality Standards. Incumbents will be subject to mandatory testing for Alcohol and/or drugs on a random, reasonable suspicion, post-accident, return to duty, and follow up basis. Demonstrate and promote a proactive commitment to health & safety, well-being and the environment whilst complying with all laws and company policies. The company operates in the Medical Devices and Printing. KEY PERFORMANCE AREA INPUT OUTPUT Reception Answer all incoming calls professionally and direct them to the correct recipient Take messages and ensure that the calls are followed up on Manage the stationery requirements of the Office All customers calling the company received a professional service General Duties – Administration Filing & Archiving of paperwork including supporting other departments in doing so Manage office stock such as tea/coffee/milk/sugar/toilet paper etc. Place orders for stock and ensure that adequate stock has been issued to all staff and departments. Best Practices – Improve processes and policies in support of organizational goals. Formulate and implement departmental and organizational policies and procedures to maximize output. Monitor adherence to rules, regulations and procedures. All reports and records to be filed Filing / Archiving / Scanning / Copies / Ad hoc Archives identified and archived annually after the Financial Audit. Always maintain efficiency and quality Processing of Orders Telephone orders documented onto Order Form Check all fax, internet and E Mail orders and print Capture all orders into Macola accurately and ensure that the prices are as per the approved pricelist for that customer Reconcile EPS, Surgitrack and Orderwise orders from Macola to the systems Check Stock Levels regularly and note on the CS Board what is out of stock Prepare monthly reports Handle customer enquiries and customer queries Review orders by comparing to original order and print invoices (where you have not captured the order) Filing of all completed invoices and quotations. Order wise orders captured within 30 minutes of being received Orders processed on the day received Orders processed accurately Queries answered on a timely basis (within 24 hours) Backorders Capture all backorders when received Communicate ETA for backorders to be dispatched to customers and keep customers up-to-date Backorders cleared on a timely basis Customers always up-to-date with status of backorders Prepare a weekly Backorder report Review backorders daily to be released Procurement always up-to-date with what is on backorder Bill & Sends Submit Bill & Sends to Jhb before 3pm each day Record Bill & Sends in the Bill & Sends register Review the Bill & Sends Register on a daily basis Action all Jhb Bill & Sends once received from Jhb Bill & Sends completed on a timely basis Quotations Complete all requested quotations and send to customer within 48 hours Record all quotations in the quotations register Follow up monthly on all outstanding quotations Prepare and submit Pro Forma Invoices to COD and Export customers Follow-up with Finance for when payment has cleared for COD customers Quotations sent to customers within 48 hours Quotations register up-to-date at all times to enable scrutiny and analysis of outstanding quotes Pro-forma invoices submitted on a timely basis COD customer goods released on a timely basis once payments has cleared Couriers Prepare the daily invoice register and reconcile to the daily courier manifest Check the Couriers Undelivered Log Identify problem areas for the Courier and escalate these to the Supervisors Follow up all delivery queries with transporter/ customer and provide feedback to the customer Prepare the monthly watchlist All orders delivered on a timely basis Ensures that Courier delivers on time Resolve queries, maintain communication Results logged, alleviates build up, resolves queries and maintains communication Goods Returned & Complaints 1Obtain approval for goods to be returned and provide instruction to the couriers for the goods to be collected. Notify the Receiving team of the return. Review the weekly Goods Returned log and ensure that items are cleared out within 2 weeks. Prepare customer complaint forms and credit request forms in terms of the Complaints policy. Provide feedback to customers on their complaints within 72 hours All complaints to be closed within 2 weeks Environmental, Health & Safety Maintain the health and safety principles of the organization Manage stock of hairnets & dustcoats Safe & Secure working environment Zero Health & Safety incidents Ensure that all Visitors sign in and are subject to a Health & Safety induction Report all Health & Safety incidents timeously; Maintain a record of all staff on the premises at any given time Quality Ensure that product quality and safety is maintained throughout orders process; Monitor expiry dates and ensure that customers are made aware of storage requirements for products. Documentation of NCAs and ARs where relevant; Zero audit findings Complaints raised and closed timeously REQUIRED MINIMUM EDUCATION Matric (Grade 12) MINIMUM PREVIOUS WORK EXPERIENCE 5 years including 2 in a similar position TRAINING In house DESIRABLE ADDITIONAL EDUCATION, WORK EXPERIENCE AND PERSONAL QUALITIES PC skills (incl. Microsoft Word, Excel & Outlook) Excellent telephone technique and good attention to detail. Excellent written & oral communication and interpersonal skills Organizational skills with the ability to perform multiple tasks simultaneously

Customer Service Receptionist position available in Gauteng, Johannesburg. This job position was posted by . The job has been posted on 2024-11-13 in the Admin Clerical Secretarial category

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