Customer Service Specialist - Witfield at Volvo Group

Job Objectives:

• To ensure and manage good Customer relations.
• Serve as the first point of contact for dealers via support mailboxes, telephone, and Argus on dealer queries.
• Interface with and respond to all dealer queries in a timely and professional manner.
• Follow up on all dealer and supplier discrepancies, including credit notes and processing issues.
• Analyze and act on inbound lead time follow-ups, coordinate with Customs & Freight Controller for Estimate Time of Arrival (ETAs).
• Liaise with Vehicle off Road (VOR) Procurers/Helpdesks for VOR orders and manage order Class 1 and 2 Back Orders with the central warehouse.
• To follow up with Warehouse on all orders, collections, delivery issues, nil picks, delays, discrepancies and Transport delays etc.
• Ensure timeous placement of orders to meet central warehouse deadlines.
• Monitor and report on service provider performance against SOPs.
• Follow up and support dealer discrepancies (Processing, lead times, credit notes and outstanding discrepancies)
• Coordinate and handle order entries and special demand orders (unnumbered routines, chassis-unique items).
• Contribute to continuous improvement initiatives within the Customer Service Centre.
• Ensure continuity of daily operations when acting as back-up within the Customer Service Centre.
• Coordinate and communicate with internal departments to resolve cross-functional queries.
• Evaluate dealer survey results and follow up on feedback to enhance service delivery.
• Manage BA and Dealer ETA reports, ensuring accuracy and follow-through.
• Handle dealer returns, core returns, and buybacks efficiently.
• Quote and process cab orders accurately.
• Communicate supplier rejections and coordinate returns or corrective actions.
• Maintain and improve customer relations through continuous improvement, solution-oriented support, activities and initiatives using the Volvo Performance System (VPS) methodology.
• Manage In and Outbound Costs.
• VOR Validations and reporting.

Qualification & Job Experience

• Matric / Grade 12.  
• 2-5 years in the commercial vehicle industry.