Purpose & Overall Relevance for the Organization:

 

We are seeking an enthusiastic and hard-working individual to become a member of EM South Africa Export Customer Service Team. This diverse role will see you responsible for variety of tasks primarily managing the customer orderbooks while working closely with key team members in South Africa and in Dubai.

 

Key Responsibilities:

 

Ensure timely and accurate order entry and release of orders for processing Ensure delivery of monthly / weekly targets Management of customer orderbooks in terms of order intake, outbound processing, issue resolution and reporting in conjunction with internal operational stakeholders. Ensure accuracy of product information, stock availability, pricing, terms, routing, product master, material composition any other specialty handling or services. Responsible for high level communication with Key Account distribution centres: ensuring booking timelines and dates are adhered to. Any unique or relevant processes are delivered against to ensure success. For example: ticketing / ASN bookings etc. Process, coordinate and investigate customer shipment claims, return requests and credit notes following existing Company policies, procedures and programs. Provide assistance and support to internal partners including Sales, Marketing, Finance, Operations representatives relating to order processing. Support business on delivery of sales and financial targets and objectives. Deliver the highest level of customer service and respond in a timely and efficient manner to all incoming inquiries and correspondence, both internal and external. Work towards both independent and team KPI’s to improve business standards, service levels and financial results. Develop and review reports relating to order book KPI’s and transactional activities of the team. Preparation and support of negotiation of financial instruments with International Banks Prepare & share weekly free stock list with customers Provide Master Data File for Clients Provide information from BI HANNA/SAP for reporting purposes Coordinate delivery time between Customer and order fulfilment Export from SAP and follow-up on Order Confirmation and final approval to be sent for clients Support Credit Note, Credit Limit and Cancellation reports Provide data for Sales Team (open order, outstanding orders and articles related information.  Manage all early buys (consolidation), update trade terms on system Validate SAP sales order discount and confirm matching with Trade terms. Work closely with all department for sales meeting coordination Excellent sales and operational planning capabilities. Planning shipments to align with monthly targets. Aid and support to internal partners including Sales, Finance, SCM representatives relating to order processing. Work towards both independent and team KPI’s to improve business standards, service levels and financial results. Build constructive relationship with the customers and enhance the customer satisfaction. Review reports relating to order book KPI’s and transactional activities of the team. Processing Citi Bank Negotiations against LC and CAD documents (if applicable) Preparing Bank document packs to be delivered to customers.(if applicable)

 

KPI’s:

Speed of execution Customer Service Excellence CS SLA & Blueprints Process enhancements & efficiencies OTIF deliveries

 

Key Relationships:

Customers Sales Team SCM (Operations, Purchasing, OBF…) Finance Marketing External Stakeholders (Forwarders, Banks…)

 

Knowledge, Skills and Abilities:

A strong customer service focus A strong communication skills Team Player with high level of collaboration Excellent knowledge of Supply Chain and/or Logistics A high level of problem-solving ability Superior attention to detail and accuracy Excellent communication skills and a proven ability to develop long lasting relationships with our key accounts Experience in working under pressure to meet deadlines and conflicting priorities Strong Microsoft Office skills are essential. Strong ERP/SAP knowledge are essential Team player with high planning, organizing and reporting abilities. Knowledge and effective use of company tools ie: Click / BI Dash boards /Nova/M3 etc.(Internal only)

 

Requisite Education and Experience / Minimum Qualifications: 

Minimum 3 - 4 years of overall work experience in customer service, supply chain or Logistics. Matric Certification or Equivalent Bachelors degree in related field