Customer Service Executive - Manufacturing

Customer Service Executive - Manufacturing

Ensuring key relationships are maintained with internal and external customers.

• Ensure credit and banking related activities are completed in a timely manner and liaise closely with other key stakeholders within the organisation to ensure a high level of customer satisfaction is achieved.
• Answer customer(s) enquiries on the status of orders, product availability and pricing, complaints or other service needs by telephone, facsimile or email within 24 hours.
• Answer the phone promptly in accordance with predetermined service levels using Manuli Ryco’s standard greeting and call criteria.
• Provide face to face customer service with a high degree of professionalism and presentation.
• Ensure all inquiries and complaints are resolved in an accurate and timely manner while having regard for the company policies and procedures.
• Respond to other inbound customer inquiries (such as fax or internet) in an accurate and timely manner.
• Provide follow up (such as call backs or faxing documentation to customers) in an accurate and timely manner.
• Liaise between external and internal customers (such as Sales and Warehouse staff) to ensure all inquiries are resolved in an accurate and timely manner.
• Process customer orders in an accurate and timely manner.
• Maximise customer sales by identifying opportunities through product cross selling and optimization.
• Ensure documentation including transit documents and relevant clearances are completed and released to Forwarders, Customers and Agents.
• Maintain various aspects of data entry, stock allocation & liaison with supply chain management.
• Aware of country specific taxation requirements when preparing export documentation.
• Liaise with the Customers and issue BOL (Bill of Lading) documentation once received from the freight carrier.
• Create and submit Customs Declaration documentation including, Commercial Invoices, Packing Lists and Picking Slips & Export Declaration.
• Source freight as requested by the Customer.
• Monitor and review work instructions to ensure that procedures remain current and relevant to customer requirements.
• Solve minor customer problems and analyse service needs for communication within the organisation through raising of appropriate NCR(s).
• Report any serious customer situation to the Customer Service Manager or nominee for immediate action.
• Liaise with credit department to ensure orders on credit hold are checked before release.
• Refer new customers to credit to complete Account Application forms.
• Process pricing credits in an accurate and timely manner.
• Process Product Complaints and provide feedback to Sales of outcome of investigation.
• Any other related tasks as directed by the Supply Chain Manager.

REQUIREMENTS

• 3 – 4 years’ experience in customer service manufacturing environment.
• Customer Service – knowledge of the principles and processes for providing excellent customer service. This includes customer needs analysis, meeting quality standards and recognition of customer satisfaction.
• Clerical – knowledge of administrative and clerical procedures and systems such as word processing, faxing and managing files and records.
• Computing (desirable) – knowledge of specific computer software packages, including Word, Excel, Outlook and ERP systems including Lawson M3.

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Your application will include the following questions:

• What's your expected monthly basic salary?
• Which of the following types of qualifications do you have?
• How many years' experience do you have as a Customer Service Executive?
• Do you have customer service experience?
• Do you have previous invoicing experience?