MAIN PURPOSE OF THE JOBThe Receptionist is part of the JHB Customer Services team.
The receptionist is responsible for managing the switchboard & front desk of the office and is an active member of the Customer Services team.
The primary responsibility of the Customer Services team is to manage the customer ordering process and to ensure that the customer receives a smooth, professional and efficient service each time they place an order and make an enquiry.
This includes managing quotations, COD orders, courier services, customer queries, backorders, goods returned, complaints and credit requests.This position does not supervise or direct any staff.Maintains the company's Safety, Housekeeping and Quality Standards.
Incumbents will be subject to mandatory testing for Alcohol and/or drugs on a random, reasonable suspicion, post-accident, return to duty, and follow up basis.Demonstrate and promote a proactive commitment to health & safety, well-being and the environment whilst complying with all laws and company policies.The company operates in the Medical Devices and Printing.KEY PERFORMANCE AREA INPUT OUTPUTReceptionAnswer all incoming calls professionally and direct them to the correct recipientTake messages and ensure that the calls are followed up onManage the stationery requirements of the OfficeAll customers calling the company received a professional serviceGeneral Duties - AdministrationFiling & Archiving of paperwork including supporting other departments in doing soManage office stock such as tea/coffee/milk/sugar/toilet paper etc.
Place orders for stock and ensure that adequate stock has been issued to all staff and departments.Best Practices - Improve processes and policies in support of organizational goals.
Formulate and implement departmental and organizational policies and procedures to maximize output.
Monitor adherence to rules, regulations and procedures.All reports and records to be filedFiling / Archiving / Scanning / Copies / Ad hocArchives identified and archived annually after the Financial Audit.Always maintain efficiency and qualityProcessing of OrdersTelephone orders documented onto Order FormCheck all fax, internet and E Mail orders and printCapture all orders into Macola accurately and ensure that the prices are as per the approved pricelist for that customerReconcile EPS, Surgitrack and Orderwise orders from Macola to the systemsCheck Stock Levels regularly and note on the CS Board what is out of stockPrepare monthly reportsHandle customer enquiries and customer queriesReview orders by comparing to original order and print invoices (where you have not captured the order)Filing of all completed invoices and quotations.Order wise orders captured within 30 minutes of being receivedOrders processed on the day receivedOrders processed accuratelyQueries answered on a timely basis (within 24 hours)BackordersCapture all backorders when receivedCommunicate ETA for backorders to be dispatched to customers and keep customers up-to-dateBackorders cleared on a timely basisCustomers always up-to-date with status of backordersPrepare a weekly Backorder reportReview backorders daily to be releasedProcurement always up-to-date with what is on backorderBill & SendsSubmit Bill & Sends to Jhb before 3pm each dayRecord Bill & Sends in the Bill & Sends registerReview the Bill & Sends Register on a daily basisAction all Jhb Bill & Sends once received from JhbBill & Sends completed on a timely basisQuotationsComplete all requested quotations and send to customer within 48 hoursRecord all quotations in the quotations registerFollow up monthly on all outstanding quotationsPrepare and submit Pro Forma Invoices to COD and Export customersFollow-up with Finance for when payment has cleared for COD customersQuotations sent to customers within 48 hoursQuotations register up-to-date at all times to enable scrutiny and analysis of outstanding quotesPro-forma invoices submitted on a timely basisCOD customer goods released on a timely basis once payments has clearedCouriersPrepare the daily invoice register and reconcile to the daily courier manifestCheck the Couriers Undelivered LogIdentify problem areas for the Courier and escalate these to the SupervisorsFollow up all delivery queries with transporter/ customer and provide feedback to the customerPrepare the monthly watchlistAll orders delivered on a timely basisEnsures that Courier delivers on timeResolve queries, maintain communicationResults logged, alleviates build up, resolves queries and maintains communicationGoods Returned & Complaints1Obtain approval for goods to be returned and provide instruction to the couriers for the goods to be collected.
Notify the Receiving team of the return.Review the weekly Goods Returned log and ensure that items are cleared out within 2 weeks.Prepare customer complaint forms and credit request forms in terms of the Complaints policy.Provide feedback to customers on their complaints within 72 hoursAll complaints to be closed within 2 weeksEnvironmental, Health & SafetyMaintain the health and safety principles of the organizationManage stock of hairnets & dustcoatsSafe & Secure working environmentZero Health & Safety incidentsEnsure that all Visitors sign in and are subject to a Health & Safety inductionReport all Health & Safety incidents timeously;Maintain a record of all staff on the premises at any given timeQualityEnsure that product quality and safety is maintained throughout orders process;Monitor expiry dates and ensure that customers are made aware of storage requirements for products.Documentation of NCAs and ARs where relevant;Zero audit findingsComplaints raised and closed timeously REQUIRED MINIMUM EDUCATIONMatric (Grade 12)MINIMUM PREVIOUS WORK EXPERIENCE5 years including 2 in a similar positionTRAININGIn houseDESIRABLE ADDITIONAL EDUCATION, WORK EXPERIENCE AND PERSONAL QUALITIESPC skills (incl.
Microsoft Word, Excel & Outlook)Excellent telephone technique and good attention to detail.Excellent written & oral communication and interpersonal skillsOrganizational skills with the ability to perform multiple tasks simultaneously