Customer Service Coordinator at TotalEnergies

Candidate Profile

• Diploma in Customer Services / Business Management or related
• Three Years experience in sales/marketing/admin related environment.
• Good understanding of financial disciplines
• Good understanding of credit related matters and associated legal implications.
• Computer literate
• Excellent communication skills - verbal and written
• Working knowledge of SAP
• Excellent planning, monitoring and follow-up ability.

Activities

ADMINISTRATION AND SUPPORT

• Direct support to National Sales & Marketing Manager, Customer Services Manager, Regional Managers and various other sales staff countrywide.
• Frequent contact with customers
• Applying for credit insurance for credit client through credit guarantee via internet
• Ongoing contact between customers and credit insurance company to facilitate credit approval
• Having to deal with varying disciplines simultaneously and having to communicate effectively at various levels. 
• Processing of purchase order to various suppliers.
• Managing the ongoing correctness of the customer database

CUSTOMER SERVICE

• Sales order creation and on time submission of sales order confirmation to customers
• Liaise with customers on deliveries for open or overdue customer orders
• Manage customer complaints
• Tracking customer payments in line with the finance department
• Sales order creation and on time submission of sales order confirmation to customers
• Interface with customers to handle both pre-sales and post-sales service functions
• Monitors of Customer Query Log
• Raising of Sales orders for approval and billing

COORDINATION

• Acts as a bridge between the customer and the company
• Manage and Co-Ordinate customer relationships
• Coordinate, analyse and improve customer service functions to meet company goals
• Evaluate current processes and identify areas for improvement and set quantifiable objectives

Context & Environment

• Availability on a 24-hour basis for order releases if needed
• Pressure of various conflicting activities with the same 48 hour service level

Additional Information

Health, Safety, environment and quality :

• Compliance with all HSE Policies, rules, guidelines, and legal requirements within area of responsibility.
• Promotion of safe working environment and positively contributing to the company HSE PI`s and risk reduction strategies
• Ensure that HSE competency requirements are identified & enforced within area of responsibility

PURPOSES

• Effectively manage activities related to credit applications, equipment on loan, customer feasibilities, customer database updating and effective communication relating to all the above for the sales department to ensure customer satisfaction.
• The job holder is accountable for providing ongoing excellent customer experience.
• The jobholder is responsible for overall customer satisfaction for all the business channels ( Cylinders , Bulk and Distributors ). They act as support for the customer service manager
• Job holder is accountable to foster a customer-centric culture in keeping with our brand image