Customer Service Advisor

JOB DESCRIPTION Job Details

Job Title: Customer Service Advisor

Department: Service and Workshop Repairs

Reporting To: National Service Manager

Salary: Market Related

Purpose of the Role:

As a Customer Service Advisor, you will be responsible for providing administrative sales and technical support on services and workshop repairs to facilitate the functionality and operation of the Service Centre. You will facilitate the support of the field service and service technicians and build and maintain excellent customer relationships.

Main Tasks:

1. Provide a range of administrative and support services, including records management, prepare routine correspondence, and coordination to support the effective operation of the Service Centre.
2. Monitor workshops for equipment functionality (Workshop Tools, specialized tools).
3. Monitor and manage stores for kits and parts required for repairs (local and international).
4. Monitor asset fleet (Loan Fleet).
5. Update and maintain records and databases, complying with administrative systems and processes (Leankit, Tegralmed).
6. Respond to enquiries and escalate and redirect issues as required to ensure the provision of accurate information (Customer feedback, customer complaints, Suppliers).
7. Sales responsibilities including counter sales, service quotations for all service centres including field services, generating service leads, and ensuring that Purchase orders are received for current jobs.
8. Provide administrative and support services for field services.
9. Ensure Service Centre cleanliness.
10. Prepare regular service forecasts and reports on current workshop status.
11. Follow and maintain implemented procedures and policies to ensure a smooth flow of operations.
12. Report writing for workshop reports.

KPIs:

• Johannesburg Workshop services - To be discussed
• Johannesburg Field Services - To be discussed
• Branch Service centres Quotations and Follow-ups - To be discussed
• Month end tasks are completed by deadline dates
• Field Service Technicians planning Spares and Scheduling

Essential Skills:

• 2-3 years experience in a similar role; preferably in an Engineering environment/Technical Workshop related Environment.
• Experience in service centre planning and management.
• Advanced Excel skills.
• People and communication skills.
• Must be accurate with speed.
• Experience in a customer-facing environment.
• Experience in SAGE X3, advanced Excel skills.
• Project and Planning Skills.

Minimum Educational Level Required for the Role:

• B Tech in Mechanical Engineering/Electrical Engineering/Industrial Engineering, and/or strong background in service and operational environment.

Stakeholders:

Internal (including Globally):

• Africa Service Team
• Africa Exco Team
• Africa Sales Team
• Supply Chain
• Global Service peer group

External:

• Customers
• Suppliers