Customer Liaison Officer at Council for Scientific and Industrial Research (CSIR)

About The Job

The CSIR has a vacancy for Customer Liaison Officer in the Supply Chain within Strategic Procurement unit (SPU). The incumbent will be responsible to assist in the delivery of critical service and to ensure that internal and external customers’ expectations are exceeded. S/he will manage all procurement queries (internal and external) with the intention of providing immediate response where possible, analyse procurement requests from business and assign these to responsible personnel within the agreed timelines. This position is based in Pretoria.

Key Responsibilities

• Manage and track all queries (telephonic, email, walk-ins etc.) to ensure effective and prompt resolution of procurement queries;
• Develop and maintain positive relationships with customers and deliver personal service that exceeds expectations;
• Manage customer complaints and escalate issues to the correct levels for quick resolution;
• Provide accurate and complete records to SPU management of all queries logged and resolved;
• Assist with data collection for auditing purposes;
• Act as SPU HOTSEAT for procurement calls and resolve queries;
• Assign any other calls to procurement staff within agreed timeframes;
• Ensure all calls have journals, are followed up on a regular basis and that customers / clients are updated regularly;
• Ensure SPU staff are fully informed and act on all internal and external queries;
• Manage the procurement, tender and travel mailboxes and ensure all incoming mails are correctly categorised.

Qualifications, Skills And Experience

• A post matric qualification in office management, supply chain management or related fields with at least three years’ relevant customer management and support experience in a supply chain management environment;
• Exposure to e-Procure system will be advantageous ;
• Excellent service and client orientation;
• Problem solving, time management and excellent communication skills;
• Office management skills;
• Excellent interpersonal, administrative and organisational skills;
• Ability to adapt time frames and work under pressure to meet deadlines;
• High level of computer literacy;
• Ability to exercise tact and good judgement with highly-sensitive information;
• Ability to do work accurately and meticulously;
• Ability to maintain high level of confidentiality;
• Ability to function independently and within a team.

Closing date: 25 November 2020