Customer Service Agent
Boksburg, Gauteng R - R Y 4PL Group
Posted today
Job Description
Our upcoming 20th anniversary is a testament to our ambition for growth and energy. We value our people as much as we value our long standing relationships with our clients. Our dynamic and diversified service offering allows our staff to be part of creating intelligent solutions tailor made to our clients.
Purpose :
The incumbent is responsible to ensure that all customer queries are dealt with in an efficient manner and provides a high level of service to promote the company\'s products and services. The incumbent must have basic product knowledge and may be responsible for marketing the company\'s products and cross-selling them in an effective manner.
- Monitor client satisfaction and build relationships with current and potential clients.
- Follow up on 3rd party deliveries.
- Follow up on collections from local / regional offices.
- Problem solving on deliveries, mailing accounts with futile trip charge.
- Handling problem solving.
- Follow up on outstanding quotes.
- Monitor / update customers on special shipments.
- Know truck arrival times for all branches daily.
- Respond to all queries within thirty minutes.
- Daily reporting on any unresolved issues and written complaints received to Management.
- Forward possible leads to relevant salesperson in the respective regions as well as quotes done for non-account clients.
- Run delivery reports by customer as and when required by management.
- Assist with data and POD capturing when needed.
- Obtain daily floor check report from operations and add notes to Parcel Perfect.
- Arranging / following up with agent collections.
- Obtaining PODs from agents from their websites.
- Manage discrepancy reports and advising clients of damaged cargo.
- Handling cash sales.
- Any other ad-hoc tasks that may be required.
Skills, Qualifications & Experience
Senior Certificate (NQF 4).2 - 3 years experience in a similar role.Familiar with Parcel Perfect system.Excellent proficiency in English (read, write and speech).Professional and presentable.Telecommunication.Excellent ability to give attention to detail.Ability to work accurately at a fast pace.Good organising and prioritising skills.Ability to work in a systematic, methodical and orderly way to achieve goals consistently.Computer literate and able to work with Microsoft Office (Especially Excel).Target driven and motivated by a strong sense of urgency when supporting clients.Good communication skills with both internal and external clients.PLEASE NOTE : Should you not hear from us in 2 working weeks, you may consider your application as unsuccessful. The successful candidate will receive a full job description.
Job Type : Full-time
Ability to commute / relocate :
Boksburg, Gauteng : Reliably commute or planning to relocate before starting work (Required)Experience :
Customer Service : 1 year (Required)Logistics : 1 year (Required)Parcel Perfect : 1 year (Required)Language :
License / Certification :
Drivers License (Required)Is this job a match or a miss?
Customer Service Officer
Boksburg, Gauteng R - R Y DHL Supply Chain
Posted today
Job Description
Be Part Of The World\'s Largest Logistics Company
Deutsche Post DHL Group is the world\'s leading logistics and mail company.
We\'re one of the world\'s largest employers, operating in over 220 countries and territories. We\'re Europe\'s largest postal service, partner for eCommerce and pioneers in secure digital communication. We\'re number one in contract logistics and international express delivery, and a leader in the forwarding business.
Join us and you\'ll be working for a global company that\'s focused on service, quality, and sustainability, and using the power of global trade to connect people and improve lives.
And not just for our customers, but for every member of our Group too.
At DHL Supply Chain South Africa, we\'re looking for…
Vacancy
Job Purpose
To proactively provide a central point of communication for customer service and the operational link between KAMs, Clients, and all business partners while achieving & sustaining service excellence
Key areas of responsibility include :
Proactive day to day order management :
Ensure that all orders received on or before 15h30 are processed on day received, all orders received post 15 : 30 to be captured the following dayCommunicate any changes with Vital and CCTManagement of Special Request processesRemoval of all 1970 ErrorsSaving of orders on P-DriveRefreshing of orders on SAPLiaison of EDI rejections, Late orders, Late bookings, unclear order copies and PricingAllocate orders for delivery on designated daysManagement of Pallets ConfigurationZOA and Order Management :ZOA reports to be managed at a minimum of 3 times per day, orders on hold, shipping requirements pricing, etcManage outstanding orders and reports".Stock Management :Management of Cut Authorization processesCheck stock availability and co-ordinate urgent deliveries where nominated delivery days were missedEnsure stock allocation per customer order".Escalation of all price variances between SAP and Customer Copy to KAM and Sales Coordination via email with needed refreshing of order being completed".Uplifts :Accurate management of uplift process"Good Returned :Management of Customer Service order return-related processes in line with reason codes in conjunction with GRA department"Key Customer Requirements :Management and implementation of customer requirement per key identified customers.Reports :VA05(daily and / or weekly where applicable)Daily Order AnalysisStrike Rate report submitted weekly for PnP and Makro clientsReport sent weekly on FridaysZoo report updated daily".Ad hoc :Raise any potential issues to other areas of the business and proactively resolve any issue raised and communicate to relevant customs and stakeholders efficiently and timeouslyProvide feedback on delivery issues to customers efficiently and timeouslyHandling of all customer complaints effectively and timeouslyBuilding of required key stakeholder relationships in relevant departments to manage queriesracking of Orders as and when requested"DPDHL Core Competencies & Skills
Maintains effective relationships with customers.Develops / Delivers high quality / innovative products, services or solutions.Focuses on customer needs and gains their commitment.Gains management / colleague support to meet customer needs.Ensures strategies / plans are aligned and reflect others\' views.Develops strategies / plans aligned to broader organizational strategy.Establishes clear, challenging and achievable objectives.Aligns resources and the organization within own area of responsibility to achieve objectives.Regularly reviews and communicates progress against objectives and adjusts as needed.Champions continuous improvement and innovationInspires results and respect by empowerment, accountability recognition and rewards recognizing the contribution of others.Provides candid / regular feedback.Supports the development of others.Inspires others to develop themselves.Conveys a clear sense of personal goals and values.Actively seeks feedback to improve performance.Develops new skills and modifies behaviors based on feedback.Takes personal responsibility for career and development.Skills / Experience
Interpersonal relationsCommunication - verbal and written.Planning & organisationDeveloping selfInitiativeImpact & influenceInformation seekingFollow through on order, query and feedback.TeamworkFollow through on order, query and feedback.Answer all calls in a professional manner.Maintain a professional image at all times.Orders are taken in a professional manner.Commitment to work within Kellogg\'s / DHL values.Effective customer relationships with internal and external customersEnsure that all orders received by 15h30 are processed each day.Ensure that all processed orders are "clean" to enable system release.Qualifications
Matric2-3 Years CSO experience in warehousing / logisticsGood understanding of SAP systems, Excel & WordAbility to follow work procedure and safety rules.Ability to work in a pressurized environmentLanguages
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Senior Customer Service Consultant
Boksburg, Gauteng R - R Y PGBG
Posted today
Job Description
To manage the front desk of a Fitment Centre by providing professional operational support and general business consultation to all customers and staff, whilst ensuring compliance to corporate identity, operating standards and business processes and procedures. To ensure that all internal sales are processed and administered to standard business practices and taking a guiding and leadership role in the abcense of a Fitment Centre Manager.
Main Objective
Contribute towards the achievement of Company budgets by following and facilitating effective stock control procedures, generating sales, effective cash management and strict adherence to Company processes that will result in sustainable profitability and growth.To handle the processing of claims accurately and quickly by liaising with the customer on the correct excess amounts and collect payments to ensure that daily key performance indicators are achieved and to avoid any financial losses to the business.Ensure that the Best Administrative Practices are always adhered to when conducting administration in order to ensure stock control and ordering processes are adhered to and customers have the ultimate low effort experience.Utilise the scheduling system in the Service Centre, maximising the productivity of fitters, in order to maintain the targetted jobs per fit per day, enabling the Fitment Centre to run to full capacity and customers\' expectations are managed.To accurately order stock according to work schedules following the buy-out procedures to ensure that there are no delays in rendering services to customers to maintain the highest standard possible.Adhere and obey to any other reasonable work requests from PG Glass Management.Secure end of day and split reports, analyse all variances and escalate all discrepencies to manager so as to ensure processes have been adhered to, and to avoid financial losses.To upskill and develop counter staff by identifying training needs, conducting and facilitating over-the-shoulder training and liaising with management so as to ensure exceptional customer service is achieved (low effort experience) through skills building and knowledge sharing.Identify and escalate any potential detractors which may negatively affect the targeted Nett Promoter Scores (NPS), which in turn would affect the Fitment Centre\'s KPI\'s and business achievement of a Low Effort Customer Experience.Critical job requirements
Qualification(s)
General Management 4 / Supervisory Development CertificateKnowledge
Functional knowledge of SAPHigh level of product knowledge within the automotive and building glass industrySkills
Excellent Interpersonal SkillsExcellent Telephonic SkillsProblem Solving SkillsAnalyse and institute improved methods in providing an efficient service to customersBusiness AcumentMust be a self-starterExperience
5 years working experience with a strong focus on customer serviceAt least 2 years Fitment Centre Experience within PG Glass as a Customer Service ConsultantJob Type : Full-time
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