AkzoNobel creates everyday essentials to make people's lives more liveable and inspiring. As a leading global paints and coatings company and a major producer of specialty chemicals, we supply essential ingredients, essential protection and essential color to industries and consumers worldwide. Backed by a pioneering heritage, our innovative products and sus...
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To provide a central SA order processing service that exceeds our customer’s expectations for all orders for Akzonobel brands.
Fulfill the “Order to Cash” (OTC) cycle for all assigned orders and ensure processing and monitoring in accordance with agreed terms in order to optimally serve customer needs and be in compliance with law, regulations and Akzonobel procedures.
Provide a high customer service level by building/maintaining customer relationships both internal & external.
Compliance to ISO 9001/14001 quality/ environmental management systems & corporate Occupational Health & Safety (OHS) management system.
Key Accountabilities
Process and manage customer orders (including inter-company, internal and free issues) within the relevant deadline.
Manage stock-out and provide feedback to customers timeously.
Manage errors to reduce GRNS.
To proactively liaise with DCs, Planning and customers during critical service issues while remaining professional at all times.
Escalate customer concerns on delivery issues that may be costly to the business.
Maintain a good working relationship with internal and external customers by providing high standard of service and identifying opportunities that allow continuous improvement in service levels.
Continuous improvement; implement and or optimize work processes, techniques and systems; share knowledge (best practices) and contribute to standardization in order processes to support harmonization and proper usage of systems.
Have an in-depth knowledge of the Akzonobel brands, our customers and competitors to allow clear sound decisions to be made at short notice.
Be able to prioritize their work load at all times.
Carry out administration procedures regarding order filing, reports to internal and external customers.
Manage and complete required e-learning for self-development.
Experience
A minimum of NQF level 5 and of 2 years’ experience in a Call Centre environment.
Call Centre diploma would be advantageous.
Proficiency in MS Office Packages at an “intermediate” level, SAP, and CRM systems is essential.
Knowledge of decorative paint would be an advantage.
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