Duties & Responsibilities
- Preferred & backup agents for top distributor, panel builders, system integrators, export & coastal.
- Monitoring back order reports, and working together with Supply Chain to ensure customer CLO is achieved.
- Provide generalist and technical support both internally and externally.
- Process standard and adapted product orders.
- Support the sales team and customers on the online self-service tools.
- Support the installed base services process.
- Manage the customer returns process.
- Provide quotations on Schneider Electric products.
- Provide customers with accurate information regarding orders and information on the system.
- Provide telesales and other revenue generating services.
- Make recommendations on available alternative products.
- Record and analyse customer queries and requirements.
- Receive inbound telephonic customer calls in a proficient manner.
- Ensure customer orders and return material authorizations are processed on time, accurately and within set parameters.
- Ensure that service levels are achieved on cases and calls per day.
- Check and action activity reports twice a day.
- Establish and maintain contacts within the Distribution Centre to ensure service requirements are met.
- Check all order details to ensure 100% correctness of order capturing as per the order verification process.
- Ensure any discrepancies are followed up with sales or customers.
- Ensure all orders are correctly routed and the specials requests for delivery or collection are actioned as per the distribution centre procedure.
- Forward credit held orders to finance department, ensuring orders are released before the delivery run, where possible.
Minimum Qualification & Experience:
- Minimum Grade 12 or equivalent
- At least 2 years' work experience in a customer service / call centre environment
- English fluency - Read, write and speak
- MS Office
- Preferable SAP working knowledge
- Communication
- Customer satisfaction
- Team player
- Ability to work in pressurized environment
- Good communication skills
- Goal orientated
- Attention to detail
- Problem solving
Req: 008HZJ
