Customer Care Representative at BD

As a Customer Care Representative you would be responsible for managing customer inquiries and developing strong customer relations both internally and externally. You will work with all customers, business and our 3pl partner and functions (e.g. finance, service, etc.) on all aspects of the Company’s sales cycle 

Objectives:

• Quote, Offer, Tender & Contract management
  1. Quotation, offers & contracts
  2. Tender management
  3. Tender database
  4. Price & other variance related resolution  
• Customer Interactions and inquiry management (Receive and handle telephone enquiries from customers);
• Response to General inquiries
• Product related questions (incl alternatives BO)
• Product and service complaints  
• Customer Care
• Lead generations
• Managing central pricing files database and communication thereof to 3PL and customers following approval by BMs
• Sales support
  1. Customer visits and value added services
  2. Trend analysis for Key accounts  
     • Queries
     • Stock management
     • SKU rationalization
     • Forecasting support
     • Stock allocation in DCs
• Liaise with 3pl partner in respect of service queries and product returns;
• Provide prompt and accurate feedback to the business leader and Supply Chain Manager on specific issues as they arise;
• Liaise with other internal departments in respect of resolving customer enquires; Build and maintain strong working relationships with Customers, the Field team and all other internal functions;
• Other Ad-hoc tasks as required by the business, as required.

Education&  Qualifications: 

• Post matric- including Maths and English
• Associate’s degree or diploma or courses in Customer Service, Administration, Excel or related courses is an advantage
• At least 1 Year experience in Customer Service or experience in a Customer Facing environment.
• Experience with Tender Administration or coordination is an added advantage

Required Skills:

• Previous customer facing experience
• Computer Literacy and knowledge of Microsoft office packages, Outlook and Internet Explorer is required
• Knowledge of Microsoft office packages – Microsoft word, Outlook and Excel is essential
• Ability to prioritize own workload with minimal supervision
• Experience of using sales order processing systems such SAP
• Good planning and organisational skills
• Ability to work well under pressure and to meet tight deadlines
• Excellent communication skills, particularly over the telephone and via email
• Ability and willingness to work as a team and to support all functions where necessary
• Accurate attention to detail
• Good interpersonal skills
• Conscientious approach to work
• Team member, willing to act on behalf of team
• Intermediate SAP & Microsoft
• Account Management