Customer Support Specialist at ABB

Job description

Tasks

As a Customer Support Specialist, you will be responsible to provide internal and external customer support (e.g. technical, order assistance, payment-related assistance) and coordinate with relevant resources to have complete case ownership and to increase customer satisfaction. Your tasks as a Customer Support Specialist will include the following:

• Customer assistance: Capturing of customer orders and invoicing. Ensures the resolution of customer issues regarding their order (e.g. order, technical, payment) by coordinating with Sales, Operations, Supply Chain Management, and other internal and/or external teams.
• Customer requests: Coordinate appropriate solution for customer requests, by interaction with related teams to ensure the complete handling of the request (e.g. production capability and scheduling, resourcing, quotes, price lists, invoice) is in place.
• Customer relations: Ensures that customers receives order acknowledgement and invoice timeously. Proactively informs customers about issue status of their orders based on inputs, and clarifies any questions. Ensures a positive customer experience throughout the entire process.
• Data analysis: Assist in preparation of regular statistics (e.g. forecast) by attending contract review meetings. Maintenance of all customer order changes as required. Capturing of timesheets relating to work done.
• Targets: Provide support to Project Manager by participating in the job scheduling process. Planning of required resources on various jobs. Tracks regular overdue collection target and provides results to management.

Requirements

• Ideally you must have a Matric qualification coupled with 2 years’ practical experience in Sales order processing and you will be proficient in using SAP.
• Your ability to meet scheduled deadlines, self-discipline and accurate approach to order processing will make you an ideal fit for this role.