Senior Customer Services Representative

Main Purpose:

1. To assist support the Day – Day function of the Customer Service Centre.

2. Responsible for assisting the customer service officers despite having no supervisory responsibilities.

3. Responsible for assisting the Customer Service Manager to lead and coordinate all customer service staff.

4. Responsible for running the Salesforce Ageing Report and coordinate with customer service staff to ensure all ageing order statuses are updated as per KPI

5. Ensure all Product Returns & Diversions are correctly invoiced by the CSR Back Office.

6. On a monthly basis ensure that all ageing Sales Orders are closed before the 2nd Working Day of the new month end close.

7. Responsible for handling the front-end customer interface, manage customer calls or e-mails professionally and efficiently.

8. Monitor Fresh Desk Email to align with SLA - CSC responds within 2 hours and Resolution within 48 hours

9. Responsible for creating Offers and Orders within Salesforce and for adequately handling customer inquiries.

10. Handles all back-end support activities related to invoicing, credit notes and debit notes, ensuring proper approval has been received prior to executing such transactions.

Knowledge Skills and Abilities, Key Responsibilities:

KEY RESPONSIBILITIES:

Assistance to Customer Service Center staff

In addition to the normal duties, provides assistance to the customer service center staff. Serves as work leader to the Customer Service Representatives despite not having direct supervisory responsibilities.

Managing customer product orders

Answers inbound customer calls related to the order-to-cash process. Creates Offers and Orders in Navision received through calls, e-mails or other means. Adheres to call center best practices complying with existing rules and attending customers within expected SLA. Generates outbound calls to customers when required. Ensures data is recorded without errors facilitating a smooth operation.

Managing customer requests.

Receives and follows-up with the adequate team on customer requests and ensures customers receive timely answers. Promptly escalates any issues to the CS Manager to maintain satisfactory response times.

Manage Customer Complaints with adequate and timely response

Internal customers.

Supports Terminal staff with invoicing requirements and offers adequate support to sales representatives. Provides support to other teams when needed.

Over see the Inter Company Process (INTERCO) between NGR / NGE in close coordination with Napanapa Team, Supply & Stocks Team

Manage & coordinate Customer Data Input in close coordination with MDM – customer master team in Mumbai. Make changes to system where applicable – Ship to Address / Product Codes / Supply Locations etc

Back-end support.

Generates Credit and/or Debit notes as a result of product diversions, price adjustments, rents, inter-company, CIF and any other business requirement. Responsible to ensure proper approval has been received prior to executing such transactions. Complies with all control standards and available procedures.

Help monitor the CIF process

Comply with company requirements and systems relating to SAPS, HSEC & Quality and other company policies.

Requirements:

Experience:

Undergraduate University degree in Business / Accounting

Background in Call Center activities or terminal operations is a plus

Experience in dealing with external customers preferred.

Skills:

Proficient in Microsoft Office and Outlook.

Intermediate – Advanced Microsoft Excel Skill

Proficient in written and spoken English

Experience in CRM tools like Salesforce and Navision

Competencies:

Excellent verbal and written communication

Conflict handling skills

Able to prioritize work tasks

Able to handle fast moving and high pressure customer facing environment

Problem solving skills

Customer Service oriented

Quick learner

Excellent planning and organization skills

Proactive and detail-oriented

Team player

Persuasion without authority skills

Key Relationships and Department Overview:

Internal – Pricing, Credit, Delivery Scheduler, Sales, Terminals, Stocks, Supply

External – Internal/External customers

R-015853