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- Interact directly with customers, whether it be through phone calls, electronic communication, or face-to-face interactions.
- Ensure that all customer orders are managed in accordance with internal Standard Operating Procedures (SOPs) and customer vendor compliance.
- Handle and respond promptly to all general and order-specific customer inquiries.
- Customer database management - maintaining pricing and delivery information while generating necessary workflows, meeting deadlines and timeframes.
- Log details of inquiries, comments, and complaints, along with the actions taken to address them.
- Provide accurate pricing and delivery information to customers.
- Gather and assess all relevant information needed to address product and service inquiries.
- Effectively manage complex customer complaints and escalate them to the appropriate stakeholders for resolution.
- Provide feedback on the efficiency of the customer service process and identify areas for improvement.
- Prepare and distribute reports on customer activity.
- Liaise with internal and third-party stakeholders, including Sales, Planning, Logistics, and After Sales Support, to address customer queries.
- Ad Hoc duties as required from time to time.
- Proven customer service experience across a range of business sectors
- Experience dealing with complex customer claims in a B2B environment
- Experience working with the logistics process and working cross functionally with transport and supply chain teams
- Excellent data entry, typing and analytical skills
- Excellent telephone manner
- Ability to communicate clearly and accurately at all levels
- Strong Ms Office Skills
- Excellent time management and goal orientated focus
- SAP knowledge is preferable
- Sales order processing with FOB experience ideal
