Customer Service Representative - Pinetown
Stratogo
Our client based in Pinetown, is a specialist in high quality printed flexible packaging, printed to meet each customer’s precise specifications. Spurred on by phenomenal growth and an ever-expanding customer base, this privately owned company prides itself on providing exceptional products and maintaining world-class service levels. Purpose of the Role: :A liaison between a customer and the relevant internal departments within the company efficiently to customer orders and queries in order to maintain high levels of customer satisfaction Position : Customer Sales Representative Roles & Responsibilities: Managing incoming calls and customer service enquiries Capture Customer orders and follow through from start to end to ensure that customers orders are met OTIF Handle customer complaints by liaising with QC team to ensure complaints are closed out in required time frame and provide a solution to prevent a recurrence Type and forward quotations for Prospective Customers Ensure that customers have forward planned orders with PW so that Raw Material can be secured. An SLA is a pre-requisite in support of forward planning Build/Improve sustainable relationships and trust with customers through open and interactive communication to achieve customer satisfaction Meet/Exceed Sales targets Go the Extra mile with customer engagement KPI: Monthly Sales Reports- (Existing/New Customers) - Compare the monthly sales budget with previous month’s stats to determine whether your sales performance is increasing or declining. Forward Planning – Compare previous years trend with current orders which will indicate customers growth/decline, which will enable you to assist the customer with forward planning. Monthly Reports on New Leads - Liaise with rep and track monthly new leads with quotes submitted so that you can have accurate information about the number of new prospective customers engaged with and development gained. Lead to Sale / Conversion Report - There’s always a reason why all new leads won’t become paying clients. Find out the cause and improve the sales results by tackling the problem with traceable reasons. Sales Volume per customer - monthly or annual revenue acquired per a client - % growth to be measured Market Share – Compare market share to leading competitors. Key relationships: New business development – Ensuring that you are geared with the product and maintenance of the critical path to be managed Despatch/Stores Supervisor – Slow moving stock levels: Obtain a list of the slow movers and identify customers that can utilize the product. Technical Manager - Culture of learning and development: Continuous learning of new products and existing products which will enable you to speak confidently to the customer Planner – Commitment of a delivery date Buyer - Security of Raw Material BOM Costing Clerk – Acquire Quotes and liaising based on pricing discrepancies Expected Skills, competencies and behaviour: Strong Telephone etiquette – Confident communicator with negotiation skills Excellent customer service skills, written, verbal communication and listening skills Ability to multi-task, organize, prioritize and manage time effectively Professional, warm and friendly disposition always. Good understanding of Syspro and Microsoft Office Ability to work independently with minimum supervision and have a high degree of reliability. Must possess a sound knowledge /understanding of the packaging business Must take initiative and be proactive. Positive team player willing to work beyond office hours to help others to reduce workloads to achieve company goals. Highly motivated and target driven Relationship management skills and openness to feedback
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