ROLE PURPOSE:
To provide excellent customer service, following operational procedures, entering orders, answering and solving telephonic and email queries, exploring opportunities to increase sales and tracking orders with the aim of developing new and maintaining good relationships with agents, wholesale and retail customers
EDUCATIONAL REQUIREMENTS:
• At least 4 years’ working experience within a South African retailer or similar Customer Service environment
Responsibility:
• Communicate with customers by responding to email queries and telephone calls promptly, professionally and accurately
• Manage the entry of all customer orders for your specific brand into relevant ERP
• Manage and plan the Order Book: prepare and plan for processing – timeline planning
• Action approved order amendments
• Action approved customer returns
• Deal with all wholesale related customer queries, stock requests and availability enquiries
• Reporting on customer orders as required
• Provide service to agents / field teams handling all queries and requests related to stock
• Ensure alignment with Local Logistics in order to ensure correct prioritising of orders
• Ensure orders are updated with planned delivery dates
• Clear communication with customers with regards to late deliveries, stock availability, short shipments, best sellers etc.
• Obtain approval from Sales Manager for non-standard requests allocations and then action
• Regularly create and reconcile reports of all possible customer issues so they can be highlighted to Sales Manager
• Ensure in-depth product knowledge keeping up to date with seasonal stock and product enhancements
• Ensure that Local Logistics have correct VAS information timeously (labels etc.)
• Follow up on sales and offer replenishment or fill in orders for House Accounts
• Assist with corporate sales as and when necessary
• Filing and general admin as required
• Assist Visual Merchandiser with customer queries, movement of Point Of Sale and marketing material when needed
• Work closely with logistics team to ensure clear channels of communication through the supply chain
• To assist in the development of sound operational procedures and guide and nurture less-experienced team members as required.
• Respond to emails and office correspondence within the prescribed time period
• Keep work area clean and tidy on a constant basis
• Support the mission, vision and core values of the company
• Meet prescribed deadlines and targets
• Professional interaction and liaison with customers, suppliers and employees at all times
• Any other reasonable and lawful ad hoc tasks or duties that may be required from time to time
- To apply email CV: elsiejones059@gmail.com or WhatsApp 0765706418
