Job Details
Customer Service (Pre-Invoice)
Respond to customer’s requests promptly in a professional, polite and friendly manner
Obtain and evaluate all relevant information to handle inquiries and complaints in a prioritized manner
Build and maintain business relationship with customers, ensuring actions are processed promptly and accurately
Dealing directly with customers either by telephone, electronically or face to face
Direct requests and unresolved issues to the designated resource through the workflow tools
Keep records of customer interactions, transactions, inquiries, comments and complaints
Record details of actions taken, using workflow tools
Manage order related administration
Establish productive vendor relations to ensure quality of service to customers
Own all order related issues to the satisfaction of the customer and the business
Validate customer purchase orders & create internal sales orders, as required
Keep customers up-to-date with the status of their orders
Communicate and coordinate with internal departments such as Training, Marketing, Business Development, Purchasing, Sales, and Product Management to effectively support the customer
Advise customers of delivery dates and product information, Liaise with Warehouse on dispatch issues and requests
Follow up on customer interactions
Customer Service (Post-Invoice)
Respond to customer’s requests promptly in a professional, polite and friendly manner
Obtain and evaluate all relevant information to handle inquiries and complaints in a prioritized manner
Build and maintain business relationship with customers, ensuring actions are processed promptly and accurately
Dealing directly with customers either by telephone, electronically or face to face
Direct requests and unresolved issues to the designated resource through the workflow tools
Keep records of customer interactions, transactions, inquiries, comments and complaints
Record details of actions taken, using workflow tools
Manage administration
Establish productive vendor relations to ensure quality of service to customers
Own all order related issues to the satisfaction of the customer and the business
Keep customers up-to-date with the status of their query
Communicate and coordinate with internal departments such as Training, Marketing, Business Development, Purchasing, Sales, and Product Management to effectively support the customer
Customer Service Activities
Creating and Managing RMA’s
Finance queries and incident management/resolution with finance
Resolving Delivery issues
Providing product information ie Serial numbers, weights and dims
Order/Stock Management
Managing and requesting releasing of holds VAT, Credit Rejection, Wrong Shipping codes, Margin holds, Promotion holds
Finance queries and incident management/resolution with finance
Backlog review and management (including running backlog reports)
Managing and requesting creation of missing promotions (SBA’s)
Chasing missing configuration files from customers (if applicable)
Daily/weekly POS checks and updates
Experience
at least four(4) years of working experience in a similar or related role
Knowledge
Strong communication and negotiation skills
Detail oriented and works with a high degree of accuracy
Ability to multitask
Handles confidential financial and personal information appropriately
Ability to tactfully handle stressful and difficult situations
Possess strong problem solving skills
Accurately captures customer information
Good inter-personal skills
Good Communication/Listening skills
Willing to be flexible
Ability to work effectively under pressure
Computer literate with Microsoft Office and Microsoft Outlook
Values
Demonstrates and embraces Westcon-Comstor values of Excellence, Innovation, Partnership, Integrity and Empowerment
Qualifications
Background with advanced Customer Service, Order Management or Sales environment
Operating Environment
Busy Global Sales Environment
MEASURES OF SUCCESS
Responding to customers within set guidelines
Meeting customer expectations: queries, issues, order resolution
Ensuring revenue and margin of sales orders is transacted in a timely and accurate manner
Accuracy on every transaction E2E at 95% or better
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