Customer Service Representative

Full Job Description

Customer Service Representative page is loaded Customer Service Representative Apply locations Johannesburg, South Africa time type Full time posted on Posted 30+ Days Ago job requisition id R-013146 Main Purpose: Responsible to provide customer support excellence to external business partners and the sales field staff by acting as a primary contact point for information requests and business enquiries. Deals with incoming calls ranging from orders placing, business inquiry, order delivery follow-ups, debt collection, customer stock position updates, outstanding order confirmations, as well as account reconciliations. Handling the back-end customer interface, managing customer calls or e-mails professionally and efficiently. Responsible for creating Offers and Orders, Invoices and Credit Memos within Navision and for adequately handling customer inquiries and / or account reconciliations.

Handles all back-end support activities related to invoicing, credit notes and debit notes, ensuring proper approval has been received prior to executing such transactions.Knowledge Skills and Abilities, Key Responsibilities:

KEY RESPONSIBILITIES:

Managing customer product orders

• Answers inbound customer calls related to the order-to-cash process. 
• Creates Offers and Orders in Navision and Salesforce received through calls, e-mails, portal or other means. 
• Adheres to call center best practices complying with existing rules and attending customers within expected service levels. 
• Generates outbound calls to customers when required. 
• Ensures data is recorded without errors facilitating a smooth operation. 
• Ensures cut off times are adhered to
• Maintains good, timely and effective communication with schedulers and customer 

Managing customer requests and queries

• Receives and follows-up with the adequate team on customer requests and ensures customers receive timely answers in an appropriate and professional manner
• Promptly escalates any issues to Supervisor/management in order to maintain satisfactory response times.
• Records customer queries and reports to management as and when they occur

Internal customers.

• Supports Sales, Credit and Terminal staff with sales and invoicing requirements. 
• Provides support to other teams when needed.
• Effective engagement with scheduling/transport, supply, terminal and pricing teams to ensure timely service to customers
• Liaises with Engineering team where applicable for customer queries
• Promptly logs tickets with IT and follows up on resolution/escalates where necessary

Back-end support.

• Generates Credit and/or Debit notes as a result of product diversions, price adjustments, rents, franchises, rebates, delivered quantity discrepancies and any other business requirements. 
• Ensures all related customer account reconciliations are completed promptly when required. 
• Responsible for obtaining proper approval as per delegation of authority and internal control processes prior to executing such transactions and finalization of reconciliations. 
• Complies with all control standards and available procedures including safety

Daily Invoicing

• Tracks daily invoicing through the invoicing Control sheet to identify any outstanding invoicing to be done in the systems. 
• Invoices all deliveries by 10am the following day 
• Ensures all invoices are mailed to customers daily, on the same day of raising the invoice

Administrative requirements

• Ensure all related paperwork is either filed or kept in such manner as prescribed by direct line supervisor and/or manager. 
• Generates periodic reports as required

REQUIREMENTS:

Experience:

• High-school Matric qualification required.
• Diploma in business studies, logistics or related field
• 2 years industry experience. Oil industry experience an advantage
• Experience in dealing with external customers preferred.
• Background in Call Center activities or accounts departments is an advantage

Skills:

• Proficient in Microsoft Office and Outlook. 
• Ability to communicate effectively English language.

Competencies: 

• Excellent verbal and written communication
• Conflict handling skills
• Able to prioritize work tasks
• Able to handle fast moving and high pressure customer facing environment
• Problem solving skills
• Customer Service Oriented
• Quick learner
• Excellent planning and organization skills
• Proactive and detail-oriented
• Team player
• Persuasion without authority skills
   

Internal – Pricing, Credit, Delivery Scheduler, Sales, Terminals

External – Customers, dealers, suppliers, contractors
 

Puma Energy is a leading global energy business which supplies, stores and distributes petroleum products in 48 countries across six continents. Founded in 1997, Puma Energy has its headquarters in Singapore and Geneva and employs over 8,000 people globally with regional hubs in South Africa, Puerto Rico, Australia and Estonia and have recently setup a Global Delivery Center in Mumbai, India.

Puma Energy has a network of 100 storage terminals, more than 3,000 retail sites, and a presence at over 80 airports. Our mission is to energize communities to help drive growth and prosperity by sustainably serving our customers’ needs in high potential countries around the world