Customer Service Orders Agent (Call Centre) at Kelly

Duties & Responsibilities

The Customer Service Orders Agent is responsible for delivering exceptional customer service by performing in- & outbound calls to customers, executing campaigns, handling product- and customer account inquiries, managing expectations and service levels with customers. This role relates to the planning, delivery and composition of orders and ultimately closing sales (i.e. take & record orders.)

• Ensure accurate daily planning; contact all customers due for delivery; facilitate follow-up sales calls;
• Confirm all orders with customers to ensure validity and accuracy, before submission
• Correct incomplete orders, checking all EDI orders and releasing / rejecting or escalating queries where required to the appropriate department
• Perform sales activities (order taking, customer inquiry management, product and promotion awareness, and customer relationship management) to consistently meet or exceed weekly and monthly sales goals
• Assist customer with order make-up using the ERP/ CRM system functionality and visibility of past orders

Desired Experience & Qualification

• Matric 
• Criminal Clear
• Minimum 1 – 2 years’ Telesales, Customer Service Call Centre experience
• Previous experience in FMCG, wine & liquor manufacturing and distribution industry is beneficial, but not mandatory
• A good understanding of a call centre operating models and performance requirements
• Previous experience with Enterprise Resource Planning (SAP ERP) and Customer Relationship Planning (SAP CRM) systems is beneficial
• Able to grasp concepts quickly in the CRM system as it relates to aspects of maintenance of customer contact details, capturing order details, performing and responding to customers- and order inquiries