Customer Service Officer at Haleon

About the role

• The incumbent is accountable to provide one point of contact for Customers, Sales Teams and other involved parties on the order capture and management process.
• They will manage various tasks relating to the processing and delivery of orders to its customers by communicating with Customers, Finance Teams, Sales Teams, Supply Chain Teams, and third-party Logistics Service Provider(s).
• This role focuses primarily on the items mentioned above, however, includes various other items as required.
• Manage relevant Supply Chain and business required compliance, audit, and related activities.
• Various Supply Chain Reports and Reporting.
• Provide excellent Customer Service to internal and external customers, to deliver on business objectives.

Key responsibilities

• Capturing of orders onto the Haleon CERPS system, using and validating information provided by the customer.
• The accurate and timely execution of all order-related tasks e.g., obtaining purchase order numbers, release of credit holds amongst others to ensure the correct allocation of the maximum amount of stock on every order.
• Manage automated orders as per your customer portfolio
• To identify customer needs and expectations, deliver service requests, ensuring the customer receives an effective service by being efficient.
• Adherence to all relevant legislative and internal controls on this process and the correction retention of documentation related to orders.
• Managing Supply Chain Compliance Requirements, including the performance of any required testing, reporting as required.
• Communication to relevant parties on order information as required. This may be proactive or reactive in nature, depending on the circumstances. The fulfillment of all processes, rules and requirements on customer communication as determined by the Supply Chain function.
• Business reporting (daily, weekly, or monthly).
• Support for other Customer Service Team roles as required (i.e acting as relief when other team members are off work).
• Any other task as defined by the Line Manager.

Qualifications and skills

Required

• Matric / Senior Certificate – required. NQF level 4.
• Proven understanding of business environment and ability to solve problems and Supply Chain issues with Finance teams, warehouse colleagues and customers.
• At least 5 years’ experience in Customer Service or relevant Supply Chain role, or other Customer Contact Roles.

Preferred

• Tertiary or Customer Service/Logistics/Supply Chain Qualification (NQF level 6 minimum) would be an advantage.

Other Skills/Qualifications

• SAP R/3 in the Order to Cash function – in particular, experience in handling customer orders in SAP.
• Proactive self-starter who works well in a team environment, with minimal supervision.
• Ability to manage multiple business priorities simultaneously.
• Excellent communication skills.
• Analytical and problem-solving skills.
• PC Literacy, Microsoft Office Skills, specifically Excel, at an intermediate level at least.
• Experience in Supply Chain operations in an FMCG environment