Role: Customer Service Representative. Location: Westmead, Pinetown, Durban. A CSR will serve the purpose of a liaison between a customer and the relevant internal department.The target is to ensure excellent service standards and respond efficiently to customer orders and queries in order to maintain high levels of customer satisfaction.Qualification and Experience Requirements:A minimum of 3 years relevant experience gained, preferably with a Customer Service/Internal Sales background.Packaging industry experience would be advantageous. Skills and Abilities:Strong Telephone etiquette Confident communicator with negotiation skillsExcellent customer service skills, written, verbal communication and listening skillsAbility to demand plan, multi-task, organize, prioritize and manage time effectivelyProfessional, warm and friendly disposition always.Good understanding of Syspro and Microsoft OfficeAbility to work independently with minimum supervision and have a high degree of reliability.Must possess a sound knowledge /understanding of the packaging businessMust take initiative and be proactive.Positive team player willing to work beyond office hours to help others to reduce workloads to achieve company goals.Highly motivated and target drivenRelationship management skills and openness to feedbackProblem solving. Being able to solve problems is key to customer service.Communication. Active listening. Technical knowledge.Patience. Tenacity. .Adaptability.Role & Responsibilities:Managing incoming calls and customer service enquiriesCapture Customer orders and follow through from start to end to ensure that customers orders are met OTIFHandle customer complaints by liaising with QC team to ensure complaints are closed out in required time frame and provide a solution to prevent a recurrenceType and forward quotations for Prospective Customers to RepEnsure that customers have forward planned orders with PW so that Raw Material can be secured.An SLA is a pre-requisite in support of forward planningBuild/Improve sustainable relationships and trust with customers through open and interactive communication to achieve customer satisfactionMeet/Exceed Sales targetGo the Extra mile with customer engagementCustomer serviceAdministrationAnswering calls and assisting customers with queries on ordersProcessing of ordersStock reportsSending of dispatch notifications dailyChasing up of RM with procurementDispatch reportsProcessing of proformasFollowing up on debtorsGenerating of quotes for customersScheduling dispatchesCredit note processingDemand planning chasing up for orders to go on planSales support for account managersProcessing of customer complaintsSales reports for account managers
