Customer Service Representative - Pinetown at Stratogo

Roles & Responsibilities:

• Managing incoming calls and customer service enquiries
• Capture Customer orders and follow through from start to end to ensure that customers orders are met OTIF
• Handle customer complaints by liaising with QC team to ensure complaints are closed out in required time frame and provide a solution to prevent a recurrence
• Type and forward quotations for Prospective Customers 
• Ensure that customers have forward planned orders with PW so that Raw Material can be secured. An SLA is a pre-requisite in support of forward planning
• Build/Improve sustainable relationships and trust with customers through open and interactive communication to achieve customer satisfaction
• Meet/Exceed Sales targets
• Go the Extra mile with customer engagement

KPI:

• Monthly Sales Reports- (Existing/New Customers) - Compare the monthly sales budget with previous month’s stats to determine whether your sales performance is increasing or declining. Forward Planning – Compare previous years trend with current orders which will indicate customers growth/decline, which will enable you to assist the customer with forward planning.
• Monthly Reports on New Leads- Liaise with rep and track monthly new leads with quotes submitted so that you can have accurate information about the number of new prospective customers engaged with and development gained.
• Lead to Sale / Conversion Report - There’s always a reason why all new leads won’t become paying clients. Find out the cause and improve the sales results by tackling the problem with traceable reasons.
• Sales Volume per customer - monthly or annual revenue acquired per a client - % growth to be measured
• Market Share – Compare market share to leading competitors.

Key relationships:

• New business development – Ensuring that you are geared with the product and maintenance of the critical path to be managed
• Despatch/Stores Supervisor – Slow moving stock levels: Obtain a list of the slow movers and identify customers that can utilize the product.
• Technical Manager - Culture of learning and development: Continuous learning of new products and existing products which will enable you to speak confidently to the customer
• Planner – Commitment of a delivery date
• Buyer- Security of Raw Material
• BOM Costing Clerk – Acquire Quotes and liaising based on pricing discrepancies

Expected Skills, competencies and behaviour:

• Strong Telephone etiquette – Confident communicator with negotiation skills
• Excellent customer service skills, written, verbal communication and listening skills
• Ability to multi-task, organize, prioritize and manage time effectively
• Professional, warm and friendly disposition always.
• Good understanding of Syspro and Microsoft Office
• Ability to work independently with minimum supervision and have a high degree of reliability.
• Must possess a sound knowledge /understanding of the packaging business
• Must take initiative and be proactive. 
• Positive team player willing to work beyond office hours to help others to reduce workloads to achieve company goals.
• Highly motivated and target driven
• Relationship management skills and openness to feedback