Productivity: -
a) Interface with customers and sales representatives to handle both pre-sales and post-sales service functions
b) Organize product delivery and order fulfilment activities such as taking orders, giving pricing information, determining appropriate shipping methods, routes and rates, etc.
c) Manage and track customer orders from purchase to final shipping.
d) Maintain documentation to track customer requests and enquiries
e) Collaborate with KAM’s to understand customer requirements, to promote the sale of the full basket of products and to provide efficient sales support
f) Address problems, such as damages, shortages and non-conformance to specifications with relevant departments
g) Comply with laws, regulations and standards of South Africa with regards the disposal of scrap steel
h) Participate in meetings to improve productivity, resolve customer service issues and manage the workload of team
i) Monitor product order shipment to ensure on-time delivery to customers.
j) Alert customers on shipping and flow issues in advance
k) Communicate loading details to the dispatch officer, invoicing & credit team in advance
Customer Satisfaction: -
a) Ensure all customers receive exceptional service
b) Build and maintain strong relationships with all customers and prospective customers
c) Assist the Customer Service team with resolving customer complaints swiftly
d) Provide outstanding customer service to improve customer satisfaction and strengthen customer relationships.
e) Develop and maintain a positive client relationship by providing routine follow-up customer service calls
f) Document and escalate any customer service issues and/or shipping/receiving errors
g) Develop constructive and cooperative working relationships with those on your team, as well as cross functionally
h) Develop knowledge about each customer’s business model, requirements and trends
