Customer Service Representative at Puma Energy

Main Purpose:

• Responsible to provide customer support excellence to external business partners and the sales field staff by acting as a primary contact point for information requests and business enquiries. Deals with incoming calls ranging from orders placing, business inquiry, order delivery follow-ups, debt collection, customer stock position updates, outstanding order confirmations, as well as account reconciliations. Handling the back-end customer interface, managing customer calls or e-mails professionally and efficiently. Responsible for creating Offers and Orders, Invoices and Credit Memos within Navision and for adequately handling customer inquiries and / or account reconciliations.
• Handles all back-end support activities related to invoicing, credit notes and debit notes, ensuring proper approval has been received prior to executing such transactions.

Knowledge Skills and Abilities, Key Responsibilities:

ROLES AND RESPONSIBILTIES:

Managing customer product orders

• Answers inbound customer calls related to the order-to-cash process.
• Creates Offers and Orders in Navision and Salesforce received through calls, e-mails, portal or other means.
• Adheres to call center best practices complying with existing rules and attending customers within expected service levels.
• Generates outbound calls to customers when required.
• Ensures data is recorded without errors facilitating a smooth operation.
• Ensures cut off times are adhered to
• Maintains good, timely and effective communication with schedulers and customer

Managing customer requests and queries

• Receives and follows-up with the adequate team on customer requests and ensures customers receive timely answers in an appropriate and professional manner
• Promptly escalates any issues to Supervisor/management in order to maintain satisfactory response times.
• Records customer queries and reports to management as and when they occur.

Internal customers.

• Supports Sales, Credit and Terminal staff with sales and invoicing requirements.
• Provides support to other teams when needed.
• Effective engagement with scheduling/transport, supply, terminal and pricing teams to ensure timely service to customers
• Liaises with Engineering team where applicable for customer queries
• Promptly logs tickets with IT and follows up on resolution/escalates where necessary.

Back-end support.

• Generates Credit and/or Debit notes as a result of product diversions, price adjustments, rents, franchises, rebates, delivered quantity discrepancies and any other business requirements.
• Ensures all related customer account reconciliations are completed promptly when required.
• Responsible for obtaining proper approval as per delegation of authority and internal control processes prior to executing such transactions and finalization of reconciliations.
• Complies with all control standards and available procedures including safety.

Daily Invoicing

• Tracks daily invoicing through the invoicing Control sheet to identify any outstanding invoicing to be done in the systems.
• Invoices all deliveries by 10am the following day
• Ensures all invoices are mailed to customers daily, on the same day of raising the invoice.

Administrative requirements

• Ensure all related paperwork is either filed or kept in such manner as prescribed by direct line supervisor and/or manager.
• Generates periodic reports as required

SKILLS AND REQUIREMENTS:

Experience:

• High-school Matric qualification required.
• Diploma in business studies, logistics or related field
• 2 years industry experience. Oil industry experience an advantage
• Experience in dealing with external customers preferred.
• Background in Call Center activities or accounts departments is an advantage

Skills: 

• Proficient in Microsoft Office and Outlook.
• Ability to communicate effectively English language.

Competencies:

• Excellent verbal and written communication
• Conflict handling skills
• Able to prioritize work tasks
• Able to handle fast moving and high pressure customer facing environment
• Problem solving skills
• Customer Service Oriented
• Quick learner
• Excellent planning and organization skills
• Proactive and detail-oriented
• Team player
• Persuasion without authority skills

Key Relationships and Department Overview:

• Internal – Pricing, Credit, Delivery Scheduler, Sales, Terminals
• External – Customers, dealers, suppliers, contractors