Customer Service Consultant

DEPARTMENT : CENTRE OF EXCELLENCE : CUSTOMER SERVICE

REPORTING TO : CUSTOMER SERVICE MANAGER

LOCATION : JOHANNESBURG SOUTH AFRICA

ADDITIONAL INFO : PURPOSE OF POSITION

The Customer Service Assistant is tasked with driving all the back-office activities necessary to receive, process and confirm customers’ orders timely, for any customers within the MENA region especially Northwest Africa and for any customer buying Solution driven products offered for the Retails and Fuelling Solutions Industry. The role has the objective to maximize the efficiency in order intake and revenue for the given period and to match customers’ delivery time expectations and improve or enhance our customer’s experience. He/She is also responsible for managing all outbound customs and trade issues and maintaining all relevant customers’ data.

KEY RESPONSIBILITIES

• Full understanding of international trade requirements especially within the Africa region
• Assessing and processing orders with factories and customers
• Evaluation of orders and obtaining necessary approvals like pricing, discount, shipping information, etc. before processing orders
• Logging of all orders and tracking details of shipments in Sales Force
• Coordinating with factories on production lead times and ensuring order readiness
• Attending calls with all factories to understand production issues and discuss ways to improve delivery times
• Ensuring an appropriate order flow with compliance to organizational policies
• Coordinating with the finance department to resolve invoice and pricing issues
• Monitoring and evaluation of all orders and sales processes as well as providing weekly reports to all customers
• Management of communication with the sales department and customers
• Working with factory and customers for inspection processes to ensure smooth shipment
• Checking the accuracy of the shipping documents and working proactively to avoid any issues during customs clearance
• Filing all documents in respective order folders and sharing the same with customers, sales, AR team when necessary
• Working with factory/customer on Letters of Credit and providing necessary inputs
• Coordinating with forwarders and customers on shipment deliveries
• Logging, monitoring and evaluation of all order issues
• Assisting Sales teams in obtaining required proforma documents and related information as required

DELEGATION OF AUTHORITY

• As per Board-approved DOA and as necessary for functions outside the DOA.
• As delegated by the Managing Director when necessary.

POSITION RELATIONSHIPS

Internal External

• Head of Departments
• Key Accounts Managers
• Finance team
• Factories
• Customers

MEASURES OF PERFORMANCE (INDICATORS)

PERSONAL QUALIFICATIONS & EXPERIENCE

Required

Education / achievements

Degree in relevant field or equivalent experience

Experience / Knowledge

• Experience in Sales Management
• Experience in Logistics and Supply Chain
• Experience in International Trade
• Knowledge of import/export carriers and customs matters.

Preferred

• Customer service experience in a similar industry
• Further studies to include Logistics and Supply Chain.
• Further knowledge to include International Trade
• Experience on Sales Force an advantage

Specific Skills

• Strong Excel dashboard and visual presentation skills
• Significant attention to detail
• Problem-solving and decision-making skills.
• Strong interpersonal and communication skills (Verbal & Written)
• Strong teamwork attitude
• Fuel Retail industry knowledge and experience
• Extensive knowledge of internal MRP processes and infrastructure
• English - Full Professional Proficiency
• French – Full Professional Proficiency
• Portuguese - Full Professional Proficiency

ROLE SPECIFIC COMPETENCIES & BEHAVIOURS

Customer Obsessed

• Solicits voice of the customer and drives actions to improve customer experience
• Holds others accountable for meeting customer needs
• Addresses gaps in the team’s ability to meet emerging customer needs
• Continuously improves processes to be more aligned with the customers

Inspiring

• Thinks beyond the day-to-day, taking a long-term, big-picture view of the business.
• Clarifies the organization’s vision and strategy to the team, and ensures that efforts are prioritized to support them
• Leads the team to pursue possibilities that will create sustainable value

Build extraordinary Teams

• Nurtures and develops promising ideas through prototyping and experimentation
• Challenges others to develop breakthrough solutions
• Ensures that varied perspectives are included in the process of innovation
• Encourages others to address challenges in new and better ways

Courageous

• Builds energy and optimism in others in support of Our Shared Purpose
• Communicates the vision of the organization in a way that others can relate to and buy into
• Helps others envision a greater sense of what is possible for the organization’s future
• Ensures that others understand how their efforts and contributions make a positive difference

Deliver results

• Builds a cohesive team that drives the goals and success of the organization.
• Communicates clear goals and roles to team members
• Builds a team that has the right mix of skills and leverages the strengths of individual members
• Celebrates team accomplishments

Adaptable

• Coaches people on how to take a stand in the face of adversity when they believe in something
• Confronts tough organizational issues and disagreements
• Demonstrates the courage to say “no” when necessary

Innovative for Impact

• Sets high expectations and leads others to achieve results through VBS
• Leads others to persist despite setbacks or obstacles
• Creates a sense of urgency in the team to deliver on time, high-quality results with an unwavering commitment to our values and standards of conduct
• Drives a track record of continuous improvement and sustainability

Strategic

• Leads experimentation to find the best solution
• Shares lessons learned from both successes and failures
• Creates opportunities for self and others to try new things
• Applies the lessons from different experiences to new situations

Lead with VBS

• Establish VBS credibility through demonstrating the ability to lead Kaizen events
• Coaches leaders on how to use VBS to address business challenges and opportunities, including selecting the appropriate tool and how to apply to generate results
• Builds VBS expertise of the team, establishing and growing capable VBSL support and VBS Champion resources that can support the team
• Willing to seek out subject matter experts in VBS in order to build capability within the organization