Customer Liaison Officer at Staff Solutions

• Our client is looking for a customer-focused and organised Customer Liaison Officer to join their Sales and Marketing team. The successful candidate will be responsible for delivering exceptional customer service, managing customer orders and claims, supporting internal and external stakeholders, and ensuring efficient sales administration while maintaining compliance with company policies and procedures.

Key Responsibilities
End-User Support

• Deliver a professional, efficient, and customer-focused service to internal and external customers.
• Respond promptly to customer queries via telephone and email.
• Resolve customer enquiries efficiently, aiming for first-time resolution wherever possible.
• Demonstrate a proactive, solution-driven approach to problem-solving.
• Build positive relationships with customers by providing knowledgeable, courteous, and timely assistance.
• Identify and resolve issues within the scope of the role while upholding company values.

Order Processing

• Contact customers according to the prescribed calling schedule.
• Receive and process customer orders accurately and efficiently.
• Liaise closely with Business Representatives to coordinate customer requirements.
• Verify customer account status, credit limits, and creditworthiness before processing orders.
• Confirm stock availability and communicate delivery expectations to customers.
• Capture customer orders accurately on SAP in accordance with company procedures.
• Generate invoices and release orders for warehouse processing and distribution.
• Communicate with the Warehouse, Distribution teams, and Logistics providers regarding unreleased or urgent orders.
• Coordinate and monitor special, late, and same-day deliveries.
• Keep customers informed of order progress and expected delivery times.

Claims Processing

• Process customer claims in accordance with company procedures.
• Generate claims, check-and-charge instructions, and stock rotation orders on SAP.
• Release claims and replacement orders for warehouse processing and distribution.
• Ensure all claims documentation is accurate, complete, and processed within required timeframes.
• Maintain accurate SAP records relating to claims and returns.

Service Support (Internal and External)

• Respond to logistics and customer service queries within agreed service levels.
• Handle ad hoc customer requests and provide quotations when required.
• Build and maintain strong working relationships with Warehouse, Distribution, Logistics, Business Representatives, and other internal departments.
• Resolve customer queries escalated by Business Representatives or other stakeholders.
• Support team members during periods of high workload.
• Demonstrate professionalism, integrity, and a customer-first approach when resolving issues.

Compliance

• Adhere to company policies, procedures, and internal controls.
• Identify and report operational risks to management.
• Promote compliance with applicable legislation and company standards.
• Support initiatives that minimise waste and improve operational efficiency.

Cost and Financial Control

• Support the responsible and efficient use of company resources.
• Monitor expenditure within the scope of the role.
• Report any budget deviations or unnecessary expenditure to management.
• Contribute to cost-saving initiatives while maintaining service excellence.

Requirements
Qualifications
Minimum

• Certificate in Customer Service, Marketing, Exports, or a related field (NQF Level 5).

Advantageous

• Additional qualification in Business Administration, Customer Service, Supply Chain, or a related discipline.

Experience

• Up to three years' experience in Customer Service or as a Customer Liaison Officer within a manufacturing environment.
• Experience working with ERP systems and customer order processing will be advantageous.

Technical Skills

• Proficiency in Microsoft Office Suite.
• Working knowledge of SAP.
• Strong telephone and customer service etiquette.
• Accurate data capturing and administration skills.

Key Competencies

• Excellent customer service orientation.
• Strong verbal and written communication skills.
• Excellent interpersonal and relationship-building skills.
• Strong organisational and planning abilities.
• Attention to detail and high levels of accuracy.
• Analytical thinking and problem-solving skills.
• Ability to multitask and work under pressure.
• Proactive and action-oriented approach.
• Resilient, adaptable, and flexible.
• High level of integrity and professionalism.
• Ability to work effectively both independently and as part of a team.