Customer Services Representative at Cipla

Job Purpose

• To deliver world class customer service by ensuring all administrative duties are well executed according the business standards and consistently provide support to relevant business units.
• Actively participate in all business initiatives where sustainable solutions for both internal and external customers will lead to improved customer experience.
• Be an active voice of the customer and a custodian for customer satisfaction.

Key Accountabilities

Customer Services Mailboxes Management

• Download and log all received orders in the register within the agreed timelines.
• Fairly allocate orders to Customer Service Representative.
• Update the order register with the relevant information
• Log all customer queries and complaints in the relevant system within the agreed timelines and fairly allocate to Customer Service Representative. 

Order Fulfilment

• Accurately process manual orders, quote requests and electronic orders according to standard procedures and relevant SOP’s.
• Ensure that all export orders are in line with exports regulation/standards
• Communicate orders with special instructions to Warehouse Team and logistics partner
• Ensure that all orders are captured according to the business standard (i.e. Short pick lines to be loaded as a back order, MOV)

Customer Queries / Complaints Resolution

• Consistently resolve telephonic and email customer queries/ complaints efficiently, accurately and within agreed timelines.
• Prepare credit and re-invoice documentation accurately and in-line with company policy
• Attend to customer’s recons as per the agreed timelines
• Prepare claw back credit notes and inform debtors department of differences in the claim amount
• Arrange for customer to keep short dated stock and provide protection letters confirming that stock will be uplifted /refunded in the month of expiry if not sold and arrange upliftment’s from clients with the Distribution Centre.
• Oversee and supervise to ensure products and services are delivered on time to customers and in compliance to company standards and procedures in providing customer services.
• Inform Distribution Centre of damages and shortages to be claimed from DSV and prepare documents and resolve product or service enquiries by clarifying and recording the customer's complaint, determining the cause of the problem and expediting corrective measures in the best interest of both the customer as well as the company.

Reporting

• Weekly back order report to be updated and sent to relevant parties
• Daily customer queries report
• Attend to failed deliveries report daily
• Attend to collection report daily
• Complete customers’ outstanding orders report
• Attend to customer recons report

Customer Engagement

• Manage customer delivery expectation through daily random telephonic updates
• Build sustainable relationships and trust with customers through open communication

Admin

• Maintain a filing system appropriate to the activities of the unit, including orders / credits paperwork.

General

• Assist with any reasonable duties as requested by management to ensure that the department is functioning optimally and meeting its set objectives and goals.
• Participates and contributes in projects and cross functional activities as required.

Skills & Knowledge             

Educational qualifications:

• Grade 12 (Matric) or Equivalent
• Relevant National Diploma/Degree in Business Administration or similar

Relevant Competencies / Skills 

• Minimum of two years in a similar environment
• Collaborative team player
• Speed and accuracy
• Meticulous attention to detail
• Communication skills and ability to use positive language
• Conflict management
• Handling pressure
• Multi-tasking
• Excellent at following through on tasks
• Purpose Inspired
• Innovation Driven
• Responsibility Centred
• Integrity and Trust Anchored
• Excellence Focused
• SAP experience is advantageous