Customer Service Representative

JOB PURPOSE
At RWC, a customer service representative is responsible for managing the end-to-end order fulfillment process, from taking customer orders to delivering the products. The customer service representative ensures that orders are accurate, complete, and delivered on time. They must also manage customer inquiries and complaints in a professional and timely manner. Additionally, they maintain accurate records of all orders and proactively coordinate with other departments to ensure that orders are properly processed and delivered on time and in full.

Other duties to ensure a seamless experience include ensuring the accuracy of pricing, inventory management, and providing excellent customer service by keeping the customer fully updated throughout the order life-cycle.

PRIMARY JOB DUTIES & RESPONSIBILITIES

1. Receiving and processing customer sales orders in SAP
2. Ensuring accuracy and completeness of customer orders
3. Communicating with customers by phone and email, answering their queries and resolving problems
4. Monitoring customer orders and proactively keeping customers informed of the order status
5. Providing advice and support to customers regarding the company’s products and services
6. Handling and resolving customer complaints with understanding and diplomacy
7. Utilizing the internal customer management software to track all order processes
8. Building strong relationships with both internal and external customers
9. Advising on company information and processes, as well as deals and promotions (in the future)
10. Working with sales and other departments to ensure on-time, in-full deliveries
11. Performing ad-hoc duties within the skillset, as and when required
12. Driving brand awareness and promotion

Personal Profile

1. Excellent customer service skills with a passion for customer service
2. High attention to detail
3. Good time management and organizational skills
4. Ability to work to deadlines and maintain accuracy
5. Good communicator and an engaging facilitator
6. Enthusiastic team player but also able to work independently
7. Computer literate and proficient in Word, PowerPoint, Excel, and Outlook
8. Knowledge of SAP or similar ERP system and Salesforce (preferred)
9. Minimum of 12 months’ experience in a customer service role