About the job Project Administrator - IndustrialMatric (Grade 12)A tertiary qualification in Customer Services Management or related fields (NQF 7), preferable, or at leastA Certificate in Customer Service / Marketing / Exports or related (NQF 5)Up to 3 years Customer Service Management experience / operating as a Customer Liaison Officer in a manufacturing environment.Possesses superior organisational skills and the ability to manage multiple projects with shifting deadlines.Previous experience working with contract regulations and the related laws, advantageous.Knowledge of SAP ERP System.Computer Literacy (MS Office Suite; SAP, ERP Systems, and job-specific software systems).Knowledge of relevant Business Processes.Knowledge of Quality Management Systems, Processes and Procedure.sExcellent math abilities and working knowledge of data analysis/statistical methods.Responsibilities:Responsible for the provision of product information and advice to external and internal customers.Provides and maintains a professional, accurate and efficient telephonic information service to Industrial clients, nationally.Maintains relationships and portrays the professional image of the organisation.May provide a one stop processing function to clients and/or perform a direct marketing function.Customer Service ManagementCustomer surveys conducted and outcomes actioned in accordance with strategic objectives / plans.System integrity upheld to highest standards (Customer information captured and maintained on database).Reporting and related statistics prepared on time and in an accurate manner.Governance, Risk and Compliance ManagementEnsures that there are no risks, fines or penalties.Management philosophies and values are defined and upheld in area of responsibility.Policies and procedures are adhered to.Compliance with applicable legislation and regulations.Risk prevention measures in place.Incident reports generated.Stakeholder ManagementCustomer complaints attended to in a timely manner.Stakeholder/ customer satisfaction index and in place.Problems resolved in a timely manner (Comebacks minimized).SLA requirements upheld.Service SupportAd hoc customer requests attended to in a timely manner.Client / employee satisfaction index in place.Orders processed on time as per set procedures.SAP kept updated and maintained.Orders released on time and as per set schedules.Orders generated on time and as per rotation procedure.Supplier terms and agreement management.Loads Project specific PRs in SAP.Order ProcessingCalling schedule always kept updated and available for use.Calles attended to in a professional manner.Customer satisfaction index (Feedback received) in place.Stock counts performed, sheets kept updated and available for tracking purposes.Customer feedback provided.Accuracy of information assured (Attention to detail).Orders released on time.Customer always kept informed of progress.End User AdministrationQuick response times.Friendly and professional service at all times (Feedback received).Problem resolution efficient and proactive.
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