Customer Services Co-coordinator at Abbott

Responsibilities
Data Capturing

• Ensure that all orders are captured onto the data sheet (orders tracker)

Order Handling & Distribution

• Receives orders via the Internet, fax or mail, and distribute amongst the team to ensure captured within the order cut off SLA.
• First response handling (to ensure instruction has been actioned)
• To ensure all stages of the order process are captured accurately with reference to system data and times processed by the order entry team on the datasheet adding necessary information. (If required).
• Enters the order, taking into consideration any special-order types or FOC codes. Specific customer requests. (If required).
• Follows up on Back Order Report daily with communication to customers using a template
• Ensure contact details present for automatic order confirmation.

Queries handling (Complaints)

• Receives customer complaints specific to order responsibility.
• Clear Back Order report received from customers.

Administrative Tasks

• Ensuring each order has relevant correspondence attached

Call handling

• Records all incoming calls from customers on the customer care line, ensuring follow-up with customer within 24 hours.
• Distributing workload within the team

AD-HOC Department Requests

• Completion of tasks assigned of a general nature to assist the division in achieving department goals including entering an order using ADOC system, taking into consideration any special order types or FOC codes. Specific customer requests. (If required).

Qualifications

• Must have completed Grade 12 ( Matric )
• An extra qualification within a business admin or customer services field would be advantageous

Experience

• Minimum of 1 year within a similar role , having done order entry
• basic to intermediate excel