Customer Service Representative at Puma Energy

Main Purpose:

Responsible to provide customer support excellence to internal and external business partners by acting as a primary contact point for information requests and business enquiries. Deals with order placement, stock availability, order delivery follow-ups, country stock position updates, outstanding paperwork (invoices, delivery notes). Responsible for creating Sales Orders, Invoices, delivery notes, stock transfer orders, Purchase Orders and Credit Memos within Navision and for adequately handling customer inquiries and / or account reconciliations.

KEY RESPONSIBILITIES:

Managing customer product orders

• Creates Orders in Navision and Salesforce, generates a delivery note and invoice from the system 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
• Ensure that the freight charges are raised in Navision on behalf of PAP 

Pricing management in the system

• Management of the Lubricant pricing in the system with the support of Mumbai Pricing Team 
• Ensure that the price for all products are always live and accurate 
• Ensure that the price for each SKU and each customer is correctly reflected on the invoice 
• Promptly escalates any issues to Supervisor/management in order to maintain satisfactory response times.
• Records errors and concerns around pricing information and reports to management as and when they occur
• Corrective actions to be put in place to ensure error does not occur in future 

Stock transfers between AGL and warehouses 

• Prepares loads from AGL to warehouse on a daily basis 
• Generates a transfer order in Salesforce
• Share documentation of the collection with transporters 
• Verification of the stock received by warehouse was dispatched by AGL
• Communicate any adjustments to AGL so that corrections can be made 
• Receipt the stock into the warehouse location on Navision 
• Create, when required stock transfers between the 2 warehouses

Back-end support.

• Generates Credit and/or Debit notes as a result of product diversions, price adjustments, 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

PO’s from 3rd Party Suppliers

• Capture PO’s in Navision from 3rd party service providers 
• Ensure latest cost is shared with the pricing team 
• Stock to be receipted into the correct warehouses upon receipt of the product 

Administrative requirements

• Back up required for Lubricants staff while on leave 
• Proforma invoice to be created and shared with export countries and new market when required 
• 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
• Tracking of KPI’s on a monthly basis 
• Tracking Lubricants Blending and Transport spend and performance 

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
• Ale 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