Customer Service Executive

Requirements of the role include:

• The ability to prioritise & multitask, with excellent time management skills.
• The capacity to remain calm under pressure.
• Strong problem-solving acumen.
• Excellent organisational skills.
• Good team working skills.
• Patient & attentive, tactful & polite.

Duties include:

• Generate sales quotations on SAP & provide support to Sales Managers as required.
• Ensure all orders received are promptly entered on the system, part number, selling price and a confirmed delivery date. The selling price on the system should be updated to automatically populate where possible.
• Acknowledge receipt of order to customer and confirm delivery date to customer.

• Create the monthly sales report from open order book.
• Ensure sales as scheduled on the open order book ship and the monthly sales targets are met.
• Resolve customer questions & issues from beginning to end, take ownership of technical issues & liaise with the Engineering team to resolve, as necessary.
• Provide feedback on the efficiency of the customer service process, identifying trends and opportunities for improvement.
• Prior to dispatch of goods, check customer accounts for overdue balances. If the account is overdue, liaise with the customer regarding collection of outstanding cash.
• Process sales invoices, email and ensure the due date on the invoice is correct & correlates with the payment terms of the customer.
• Bring ideas to management and be able to implement necessary process improvements.
• Develop mutually beneficial, respectful, and effective relationships with peers to ensure seamless co-ordination between departments.
• Communicate and co-ordinate with colleagues to ensure orders are on schedule to meet required delivery date at the weekly production meeting, communicate to customers any potential delays or issues.
• Customer forecasts and customer requirements, co-ordinate with material planner.
• Attend daily logistics meeting monitoring effective & efficient operations of customer needs.

• Follow up on orders to ensure they are processed, shipped, and delivered as requested by the customer.

• Ensure customer satisfaction and provide professional customer support through clear communication.
• Work to monthly customer service KPI‘s