Customer Service Coordinator (Contract / Gas Plant / immediate)

Customer Service Coordinator (Contract / Gas Plant / Immediate)

Job Description:

• 6 months contract
• Completion Bonus
• MNC

RESPONSIBILITIES

• Acting as first point of contact for customers in handling orders and enquiries.
• Works in partnership with Sales, Marketing, Production, and Distribution to meet customer requirements and proactively seeks to maximize customer experience (CX) at every opportunity.
• Seeks to reduce customer queries by acting as customer advocate and proactively addressing root cause issues.
• Works as a key team player within the CSC Team, ensuring consistency of performance and meeting agreed KPIs.
• Acts as customer champion, using analysis and influence to drive continuous improvement between the business and customers.
• Handles customer orders accurately, ensuring all important details are captured correctly in SAP or Gold during sales order creation. Checks invoices before sending out to customers.
• Coordinates with customers on the status of orders and delivery dates.
• Provides effective responses and rapid resolutions to customer enquiries through close liaison with Operations, Distribution, Sales, and Marketing.
• Coordinates the PSO services to customers and internal functions, ensuring all PSO events are recorded and have correct invoices.
• Influences customer perception of the company primarily through strong customer focus and professionally presented calls and emails, adhering to call and email quality standards.
• Builds strong collaborative relationships with other departments, particularly Sales, Marketing, Production, and Distribution teams, working as a team on root cause analysis and improvements.
• Escalates complex and non-routine issues to the Customer Service Manager for guidance and alignment.
• Ensures accurate and maximum utilization of SAP functionality in maintaining customer master database, particularly Telequery to capture all customer enquiries.
• Establishes compliance with company safety standards, policies, and procedures.
• Evidences a strong personal commitment to safety in the Customer Service Team.
• Promotes corporate values of the company.
• Works closely with CSC, Sales, Production, and Distribution teams to resolve customer order status and complaints, developing root cause solutions to prevent initial calls and ensure fast, effective resolution of known issues.
• Participates in cross-functional meetings or S&OP to discuss business updates, improvements, and issues.
• Drives the business in terms of agreed customer-facing activities, setting joint targets and working in partnership to achieve these.

REQUIREMENTS

• Minimum diploma holder in Business, Marketing, Admin, or Supply Chain.
• Strong interpersonal skills in customer service.
• 2 years experience in customer service with 1 year experience in a gas company.
• SAP knowledge and application.
• Excellent written and verbal communication skills.
• Proficient in MS Office applications.
• Understanding of the Order-to-Cash process.
• Defined influence and impact skills for customer handling.
• Strong team player with networking ability.
• Highly organized in time management.

All successful candidates can expect a very competitive remuneration package and a comprehensive range of benefits.

Interested applicants may wish to email their resume in a detailed Word format to cindy.char@peopleprofilers.com.

We regret that only shortlisted candidates will be notified.