Customer Care Representative - Consignment at Epiroc

Main Duties & Responsibilities:

• Measure and report on open order status and GIT for all consignment locations
• Ensure that the GIT KPI is consistently achieved and that root causes for deviations are identified and addressed
• Monitor compliance and adherence to consignment procedures and processes
• Address process gaps with Sales/Marketing and Customer Care
• Address and report on underlying reasons for non-delivery of past due orders for consignment customers
• Record and address all customer complaints from consignment customers
• Identify and document corrective actions required to address service delivery challenges to consignment customers
• Analyse and validate reasons for breakdown orders from consignment customers
• Liaise and collaborate with Supply Chain on initiatives aimed at improving on service delivery and stock optimisation for all consignment customers in ZAM CC and neighbouring countries
• Collaborate with Sales/Marketing on the implementation of initiatives aimed at improving customer experience for consignment customers

Competences, Skills and Experience:

• Excellent understanding of customer order process and supply chain processes
• Excellent interpersonal skills to communicate with customers and internal support functions
• Excellent knowledge of Microsoft Office Suite
• Excellent knowledge of Epiroc ERP and inventory planning systems
• Must have high Emotional Intelligence and collaborative problem solving abilities
• Excellent verbal and written communication skills
• Goal-oriented focus with a customer service orientation
• Critical thinking ability. Must be able to use reasoning and logic to resolve underlying service delivery issues
• Must be able to handle conflict and address customer complaints with speed and  professionalism
• Ability to manage time effectively
• Must have  good work ethic and demonstrate behaviours of respect, helpfulness and genuine passion towards building strong customer relationships

Educational qualifications

• Matric
• Degree in Business Management/Supply Chain/Marketing/General BCom   
• Certification in Inventory Management and Control
• Six Sigma Green Belt/Black Belt (added advantage)