Customer Orders Specialist

The Consumer Orders Specialist is responsible for ensuring completeness and accuracy of the operational aspects of the consumer journey which includes processing orders and ensuring all captured orders are processed, liaising with shared services, supply chain and finance to ensure all tasks are up to date and provide proactive information to the consumer service team to ensure exceptional consumer service.

The ideal candidate will be a professional individual who learns quickly, has a keen eye for detail, has the aptitude to fully understand our end-to-end process and deliver exceptional consumer service while adhering to policies and processes.

You will be part of the Coloplast South Africa Team and report to the Call Centre Team Lead.

What will you be responsible for?

• Export daily orders from the CRM system to be imported to the ERP system
• Perform daily checks to ensure accuracy and completeness of daily orders from CRM to ERP systems and to invoicing stage
• Check online orders and send payment link to consumers who have made an online purchase
• Track payments coming in for online orders and release orders accordingly each day
• Check backorder reports to ensure that the Consumer Services team is proactively informed of any items on backorder so that they can inform Consumers
• Check Aramex delivery update report daily and follow up with Supply chain on order delays as well as inform the Consumer Services team proactively informed so that they can inform Consumers
• Log and track all returns requests for stock returns and follow up on delays
• Initiate refunds where applicable with finance
• Process sample orders on request from the Consumer Services or Consumer Care leads
• Assist with Consumer Services, Care or Case management related tasks on an adhoc basis should the need arise
• Assist with adhoc Consumer related projects
• Ensure the accurate and timely processing of manual orders. Monitor order status and resolve any discrepancies to ensure smooth order fulfilment.
• Generate detailed quotations based on client requirements. Revise and update quotations as necessary to reflect changes in product offerings or pricing.

Essential Qualifications

• Typically, 1+ years experience as a Consumer Service Representative, preferably with order processing experience
• Typically, 3-year tertiary qualification (BA Degree) degree or equivalent.
• Proficient computer skills including MS Office Suite (Word, Excel)

Required Knowledge, Skills And Abilities

• High attention to detail and a keen interest in analysis and reporting
• Strong communication skills
• Good interpersonal skills and ability to interact well with multiple stakeholders and projects at once
• Growth mind-set, ability to work well under pressure and with multiple tasks requiring urgent attention during busy times of the month
• Team player with a strong Consumer service orientation
• Able to spot a business opportunity or risk and take corresponding action or inform the relevant stakeholders
• Diligent and continuously focused on getting tasks done timeously
• Solution oriented, ability to identify risks and challenges but also suggest solutions to overcome them
• Ability to deal with Consumers in a friendly and professional manner and handle difficult Consumer situations
• Lives up to Coloplast Leadership Principles
• Set high ambitions and challenge your team
• Be open and honest about performance
• Show visible and decisive leadership
• Focus teams on delivering business results
• High integrity and ethical behaviour
• Passionate about Coloplast Mission, Vision and Values

Pursuing an ambitious growth agenda, Coloplast develops and markets products and services that make life easier for people with intimate healthcare needs. Employing about 16.000 people and with products available in more than 143 countries, we are one of the worlds leading medical device companies. We are constantly growing our business and always looking for new ways to move forward we explore, learn and look for new ways of doing things.

Coloplast is committed to being an inclusive organization, where people bring their differences to work each day, fulfill their potential and have a strong sense of belonging because and not despite of their differences. We therefore encourage all qualified candidates to apply regardless of gender, age, race, nationality, ethnicity, sexual orientation, religious belief or physical ability.

Visit us on Coloplast.com.

Watch the film. Follow us on LinkedIn. Like us on Facebook.

59163