Job Description

Why do we need you?

Commercial Orientation

- Help protect the core value of the relationship with customers by identifying opportunities beyond standard orders & communicate to sales teams to help them grow the business.

Order Management

- Lead and deliver service initiatives and manage all phases of a customer order lifecycle to ensure successful OTI process whilst ensuring attention to detail is maintained when processing customer orders and enquiries, in order to eliminate errors, and escalate when required.

Operational Support

- Provide operational support, for the customers under your management, for all issues related to any internal challenges by actively demonstrating and applying knowledge and good practice of resources, policies, procedures and tools to provide accurate and timely response to customers. Consistently improve customer experience by delivering superior customer support in the form of, but not limited to the following: + Order processing.
+ Query resolution - Respond to customer interactions/queries within department stipulated agreements.
+ Collaboration with codependent departments to ensure on time, in full customer satisfaction.
+ Backorder management/ Order Cycle Time (OCT) = <72hrs
+ Customer Satisfaction Score (CSAT) = >80%
+ Customer Retention Score (CRS) = >80%

Is this job for you?

This role requires an individual with matric, qualification in Business Administration and/or Sales and Marketing, Customer Service qualification and experience will be advantageous. The ideal candidate must have SAP experience with excellent planning and organisational skills to ensure workload is managed effectively.

To make sure nothing is forgotten

Your responsibility as a Customer Service Consultant will be to deliver world class service to customers by ensuring that the OTI process, quotations and general enquires for customers are attended to and resolved in a timeous manner whilst also completing other administrative functions, to a high level of detail and accuracy, in order to improve customer service.



Job Reference: SOA00402