Customer Service Representative Location: Johannesburg, South Africa
Time Type: Full time
Posted on: Yesterday
Time left to apply: End Date: October 13, 2024 (7 days left to apply)
Job Description: Purpose of the role: As Customer Service Representative, you will be responsible for:
Effective and Efficient E2E order managementBuild unrivalled customer partnerships by being customer centric. Delighting our customer on every interaction through regular and accurate communication and collaboration engagementsEffectively support Commercial teams in development of high end designated outlets to deliver the volume and full-service package as outlined in the Commercial PlanSupport the delivery of sales volume and growing of Market share by having great product knowledge, insights to critical commercial deliverables and selling on every interaction. Top Accountabilities: Management of all 'inbound' customer activity workflow (Calls, emails, EDI etc)Accurate placing of customer ordersSatisfactory resolution of customer queriesOutbound service activity: Sales, promotions/communications, relationship managementEffective Management of customer Back ordersAdherence to documents DTP and SOP'sAlways operate in a fully compliant environmentDrives Simplicity/innovation/efficiency to deliver against constant Improvement agenda (project management) Under Collaboration agenda: Drive visibility of Supply Chain performance through daily/weekly/monthly reporting (including global SAMBC reporting – Customer delight team)Lead the collaboration roadmap – in order to deliver improvements in Customer Maturity matrix and Advantage Survey OTC elements (Order processing, Order communication, Customer Service, Returns/refusal management etc)Lead the supply chain agenda in internal cross-functional forums (internal Tier meetings, performance reviews) to ensure one voice aligned message to the customer.Lead External customer collaboration as per agreed customer timetable, Ongoing performance evaluations and monitoring of key customer metrics, root cause analysis and action plan (External collaboration – performance assessments)Connects to the planning and sales performance teams to support growth whilst driving superior service and customer objectives (30/60/90 forward planning) KPI's: CFR and OTIFNESLOB (customer target)SIT/OOS at customer level.AOT, Touchless orders100% ComplianceAchieve sales targets, win share.Measured in top 5 by our customers.Contact hit rate achievement.Order hit rate – achievement. To be successful in this role, you will need: Post Matric qualification (diploma / 1st degree highly desirable)Min 3 years 'call centre' experience.Good Communicator (English)Good commercial acumen.High computer literacy (Excel, Power Point, Word, Outlook, SAP, CIC)Foundation customer collaboration capability and skill setThe key functional capabilities required for this role are:Proven track record in delivering GOOD Customer Service (WOM)Skilled in negotiating, and influencing skillsAbility to work cross functionally.Ability to work under pressure.Good communication skills – Can showcase leading a call where there is a win/win outcome for both Customer and Diageo through robust engagement, challenge and finding a middle ground.Solid presentation and reporting skills Worker Type: Regular
Primary Location: Waterfall
Job Posting Start Date: 2024-10-03
About Us With over 200 brands sold in more than 180 countries, we're the world's leading premium drinks company. Every day, over 30,000 talented people come together at Diageo to create the magic behind our much-loved brands. Our ambition is to be one of the best performing, most trusted and most respected consumer products companies in the world.
Our founders, such as Arthur Guinness, John Walker, and Charles Tanqueray, were visionary entrepreneurs whose brilliant minds helped shape the alcohol industry. And through our people, their legacy lives on. Join us, and you'll collaborate with talented people from all corners of the world. Together, you'll innovate and push boundaries, shaping a more inclusive and sustainable future that we can all be proud of.
With diversity at our core, we celebrate our people's unique passions, commitments and specialist skills. Because when varied voices, mindsets, and personalities come together, great ideas are born. In our supportive culture, your voice will be heard and you'll be empowered to be you. Just bring your ambition, curiosity and ideas, and we'll celebrate your work and help you reach your fullest potential.
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