Customer Services Specialist at Coloplast

The Customer Services Specialist Is responsible for ensuring completeness and accuracy of processed sales orders by CPBC, issuing return authorizations, answering questions on products and/or services, and forwarding sales leads to the appropriate salesperson. Deals with all Quotations submitted and ensure timeously completion, reporting and analysis of Quotations as required.

You will be part of the Coloplast South Africa Team and report to the Head of Business Support and Finance.

Your key responsibilities will be

• Answers incoming phone calls from customers/stakeholders and perform duties including process sales orders, quotations, issue return authorizations, answer questions on products and/or services, research orders and other actions to resolve problems, and forward customer leads to the appropriate Sales Representative or Regional Sales Manager.
• Releases Backorders following stock receipt.
• Works closely with Sales reps. to ensure excellent customer service.
• Ensures efficient and effective processes for sales order entry, return authorisations, credits, complaint handling, and other customer-service duties.
• Assist customers with pricing queries as per relevant approved price list.
• Works closely with Sales reps. to ensure timeous completion of Quotations received.
• Daily tracking of all Quotations received and submitted.
• Assist in processing incoming orders and returns in a timely manner.
• Researches and resolves customer complaints.
• Research errors for possible corrective action.
• Responds to customers within 48 hours with a solution or feedback on the progress of the query.
• Responsible for the stock return process with 3PL and ensuring accuracy and completeness of returns.
• Responsible for reporting the performance of Customer care to Management.
• Responsible for all customer service administration.
• Responsible for ensuring the completeness and accuracy of the Quotations Tracker/register
• Responsible for performing the analysis of the quotations tracker as directed by Management.
• Assist with all Supply Chain activities as directed and required.

Professional qualifications

• We are looking for an experienced, analytical consumer support specialist with a proven track record in delivering effective client retention and maintenance services.
• Typically, 3+ years’ experience as a Customer Service Representative with a proven knowledge of EDI processing, credit/debit processing, or special account handling.
• Typically, 3-year tertiary qualification (BA Degree) degree or equivalent.
• Proficient computer skills including MS Office Suite (Word, Excel and PowerPoint), and CRM (Salesforce) databases.
• Working knowledge of MS Office Knowledge of Enterprise One/One World systems by J.D. Edwards
• Excellent oral and written communication skills.
• Strong product knowledge on all portfolio’s
• Strong business acumen and product knowledge
• Excellent numerical skills with an analytical approach to Customer Services and the ability to construct fact-based recommendations on improvement areas
• Strong ability to internalize the diversity and complexity of SA markets and to identify opportunities based on this
• Strong communication skills and ability to engage with different cultures in the SA