Services Consultant - Fresh Produce ERP

An international software and systems company, delivers working Enterprise Resource Planning (ERP) and real automation to hundreds of satisfied Fresh Produce companies around the world. They are now hiring a Services Consultant. This role aims to provide holistic customer champion services to clients, focusing on day-to-day support queries, strategic workflow advisory, system champion tasks such as staging of development and implementation work as well as facilitating reporting and Business Intelligence (BI) requirements of the client. Responsibilities:

Provide Expert Guidance: Offer clients technical guidance on system and workflow best practices to optimize their processes and maximize efficiency.

Troubleshooting Assistance: Assist staff in analyzing client-specific logs to identify and resolve issues promptly and effectively.

Customer Interaction Management: Handle customer requests, complaints, and feedback professionally, ensuring appropriate solutions are provided promptly.

Issue Resolution Follow-up: Conduct thorough follow-ups with clients to ensure that reported issues are resolved promptly and satisfactorily.

Record Keeping: Maintain accurate records of all customer interactions, including details of issues reported and resolutions provided.

Adherence to Communication Protocols: Follow communication procedures, guidelines, and policies outlined by Atom DTS to ensure consistent and effective interaction with clients.

Requirements Translation: Accurately translate client requirements into actionable specifications for the development team, mapping out applicable business processes for integration into the systems.

Documentation Management: Ensure that support logs are meticulously maintained, accurately documenting all interactions and resolutions.

Client Confidence Building: Instill confidence in clients by consistently delivering a professional level of service and support.

Team Support: Assist the team leader in ensuring that all client inquiries and requests are addressed promptly, and that Atom DTS maintains a high standard of service delivery.

Risk and Issue Communication: Take responsibility for timely communication to the team leader regarding any emerging risks or issues, facilitating proactive resolution.

Client Engagement Management: Manage client engagement calls and visits, facilitating discussions on risks and opportunities related to their system workflows. Requirements and Skills:

Proficiency in technical troubleshooting and problem-solving.

Effective communication and interpersonal skills.

Ability to translate client requirements into actionable specifications.

Attention to detail and accuracy in documentation.

Customer-centric approach with a focus on delivering exceptional service.

Proactive attitude towards risk management and issue resolution.

Experience in client engagement and relationship management is desirable.

Driver's License is needed as travelling will be required from time to time. Experience:

Matric;

One-year IT qualification and/or Business qualification;

ERP system background and/or background the fruit industry is advantageous.