Customer Liaison Officer at Rand Refinery

PURPOSE OF THE POSITION

The Customer Liaison Officer must manage all customer complaints and queries for both local and international depositors regarding the status of the evaluation process and the content of metals found in the deposits.

DECISION MAKING

• Ability to re-direct activities when required – provided such activities fall within the specified directives as mentioned above.

DIVERSITY OF WORK    

• Effectively communicate with customers regarding technical information on their deposits at Rand Refinery and to ensure that the customers remain satisfied at all times.

MAJOR RESPONSIBILITIES:       

• Ensure that all official documentation of the deposits are sent to the correct distribution list after the deposits are released and ensure that the distribution lists are always updated.
• Be able to identify errors on the official deposits documentation.
• Managing the SAP limitations and constraints effectively. Ability to send out PMR’s when the usage workflow massages are not distributed.
• Ability to resolve waybill errors on customer deposits. Effectively follow up on final waybill receipt when necessary.
• Do a follow up with relevant customers regarding assays and weight discrepancies.
• Manage all customer complaints and queries both locally and internationally.
• Ensure timeous communication to customers regarding stocktake periods.
• Advise regarding the status of the evaluation process for deposits.
• Manage all customer complaints and queries for both local and international depositors regarding the status of the evaluation process and the content of metals found in the deposits.
• Interpret and communicate technical data accurately and timeously to the depositing customers.
• Maintain good relationship with the depositing customers.
• Ensure that the safety record is maintained at ZERO LTI, environmental standards complied with and SHEQ lifestyle is visible.
• Report incidents & near misses regularly and timeously.

Requirements

MINIMUM REQUIREMENTS

• A completed matric qualification.
• A completed National Diploma in Analytical Chemistry or Metallurgy.
• At least 3-5 years of experience in similar role, may include customer service or customer relations background.

SKILLS AND KNOWLEDGE

• Good communication skills - Able to communicate technical data with peers and superiors.
• Excellent interpersonal skills.
• Able to take part constructively and successfully in a team environment.
• Able to interpret data and identify errors on technical documentations and act appropriately.
• Consistency - Able to perform in a consistent manner continuously.
• Work under pressure - Able to work under extreme pressure.
• Accuracy & timely - Able to build accuracy and timeous behaviours into work.
• Pay attention to detail - Able to remember and keep track of unresolved customer enquiries.
• A calm disposition - Able to remain calm under pressure.
• Able to adapt to a changing environment quickly and effectively.
• Administrative and Planning.
• Passion for customer service.
• Self-motivated and pro-active.
• Attention to detail.
• Team player.
• Ensure a productive, professional, and respectful relationship with peers and superiors.
• Operate in accordance with company policies and procedures, and with due reference to the personal and company scorecard.