The primary goal of customer service coordinators is to ensure client satisfaction by responding to customer service inquiries, addressing customer problems, and finding ways to improve the overall service of the company.
Receiving Incoming Calls
- To receive incoming calls from specific, high priority / high complexity AFI-I customer(s) and action timeously
- Where possible resolve the caller's query on the first call.
- Maintain a polite and courteous manner at all times with the caller.
- Develop a working relationship with the customer.
- Follow up calls to be returned within the same business day as the query was received.
- Arrange delivery of urgent orders with distribution.
- Carry out all verbal and written communication with the customers In a professional manner
- Have the ability to communicate in English, both verbally and in writing.
- To request and provide information clearly
- Be aware of the customer's order management requirements and operate within these structures.
- Maintain a neat work environment and proper filing and administration system
- Ensure that all filing is up to date on a weekly basis
- Ensure that a clean desk policy is observed o Maintain a clean working environment
- Ensure efficient electronic order management
- Record all cancelled orders and communicate to customers
- Capture orders for AFH
- Daily standing order update capture (Reporting for Distributors in East London, Port Elizabeth and Cape Town)
- Follow up with warehouse (Imperial) regarding deliveries (Cape Town, Port Elizabeth and East London)
- Ensure new accounts & sell-to's are opened
- Obtain requests for new accounts from customers,
- New account requests to be processed daily.
- Liaise with customer once new account is open.
- Process the documents
- Receive uplift/ return requests
- Process documentation for upliftment
- Send to Imperial to uplift
- Follow up if upliftment was completed
- Maintenance request
- Receive FOL request,
- Send to Administrator for capturing.
- Printing of invoice
- Make arrangements with REP and customer regarding an installation date
- Communicate installation days with maintenance
- Confirm that installation is completed
- Manage maintenance.
- Receive invoice from supplier for processing of payment
- Raise RQ.
- Once RQ is approved and PO is generated, PO and invoicing should be send to accounts for payment.
- Send SPA documents to be finalised by the accounts department
- Ensure that all SPA's are updated on the system
- Escalate issues to Supervisor whenever deemed necessary.
- Professionally manage all interactions with external parties.
- Communicate and resolve out of stock issue
- Contact with DC on stock holding, orders, timing and delivery
- Works with managers, KAMI's and other employees to meet customer needs in a responsive, efficient manner.
- Ensures that reporting is accurate and completed in a timely manner.
- Assisting with Pricing queries
- Expense claims
FORMAL QUALIFICATION
- Matric
- Professional attitude and pleasant manner
- Excellent verbal and written communications skills
- Must be a team player with a high level of dedication
- Excellent customer service skills
- Professional telephone etiquette
- Well organized and responsible with an aptitude in problem solving
- Good computer skills
- Ability to work under pressure
- Deadline driven
- Energetic
- Sales Administration
- Processing Of Orders
- Order Processing
- Order management
- FMCG
- Manufacturing
- Pulp
- Paper
- Tissue
