CSR Polymers Export and Adv Materials 1 (108187) at Sasol

Short Description / Purpose of Job

• Guide and help customers with requests, orders, and complaints.
• Process customer orders accurately and within agreed timelines.
• Timeous resolution of customer enquiries, customer communication on orders and deliveries.
• Contribute towards efficient operation of the Customer Contact centre.
• Evaluate the effectiveness and accuracy of processes and recommend changes.

Recruitment Description / Key Accountabilities

• Demonstrate a high-level understanding in regards to the BU and Sasol Group’s products and services to properly answer questions and inquiries.
• Execute daily operational customer facing activities with the BU’s strategy.
• Support customers, promptly respond to their inquiries and requests, take orders, and process returns.
• Process and Verify the completion of orders in the local and export environment according to the standard practices and requirements(pricing, order solicitation, quality of service, and dates of delivery). Send confirmation order to consumer once verified.
• Ensure housekeeping of orderbank is ongoing and proper date management is maintained on orders.
• Perform cleaning of orders to enable execution according to the agreed timelines/leadtimes with customers.
• Generate and communicate outputs within the CSR area of responsibility to the customer.
• Provide timeous resolution of customer enquiries and tracking updates to the customers related to orders and deliveries.
• Provide the required back-up to team members as necessary.
• Control immediate and short-term issues promptly and with procedural routine. Alleviate grievances or complaints sensibly. Escalate to management when necessary.
• Respond to and take ownership of customer issues in a timely manner and follow up until resolved.
• Investigate re-occurrence of customer specific incidents, initiate root cause analysis, and propose corrective and preventative measures to line manager.
• Collaborate with internal relevant functions (e.g. manufacturing, accounting, human resources, project management, shipping, purchasing, and engineering) to address and resolve issues.
• Continuously optimise the BU’s customer service overall experience to achieve the highest level of customer satisfaction consistently.
• Perform ad-hoc activities when requested by management (e.g. prepare presentations).
• Adhere to and guarantee that the BU and Sasol Group’s policies, procedures, and standards are compliant.
• Apply evidence-based SHE practices in alignment with set standards for safe operations.
• Implement Sasol Group's risk philosophy and enterprise risk management framework.
• Build and maintain positive relationships with the team, customers, managers, and other relevant stakeholders to enable the achievement of a customer service excellence.
• Continuously improve own skills and knowledge. Complete, implement, and track personal development plan to attain personal performance goals.

Formal Education

• Matric

Min Experience

• 9+ relevant years

Certification & Professional Membership

• None

Competencies

• Collaboration: The action of working with someone to produce something
• Compliance: Understanding the rules, regulations, sanctions and other statutory requirements, guidelines and instructions relating to governing bodies and organizations, both internally and externally.
• Continuous Process Improvement: The methodology followed for increasing the effectiveness and/or efficiency of a business process, often through automation.
• Customer Focus: A continuing focus on the needs and requirements of customers and clients, anticipating their needs, remaining sensitive to customers while performing services for them, responsive to customer needs.
• Integration: The consolidated view with various parts, circumstances, legislation, landscapes or aspects linked or coordinated.
• Problem Solving: Is a step-by-step process of defining a problem, searching for information, and testing a series of solutions until the problem is solved. In involves critical thinking, analysis and persistence.
• Reporting: The ability to access information from databases, forms, and other sources, and prepare reports according to requirements.
• Self-Mastery: Takes accountability for driving own growth through developing self-awareness, reflecting, seeking  feedback and self-correcting
• Verbal Communications: Any exchange of words, either written or spoken, used to transmit information

Closing Date: 2nd, May 2022