Customer Service - ZAF_7390 South Africa

CUSTOMER SERVICE (CENTRAL SALES) 

Purpose:The Central Sales function serves as the vital link between customers, distributors, and the Flexco Africa Sales organization, providing the administrative and customer service support that keeps daily sales operations running smoothly. By managing sales orders, quotations, and customer interactions accurately and efficiently, the role directly supports customer satisfaction, sales effectiveness, and Flexco's reputation for reliability. It reflects Flexco's People First and Committed to Excellence values through consistent service, accuracy, and teamwork.

Education Requirements:

• High school diploma (matric).
• Further study or qualifications in Office Administration, Sales Support, or Customer Service disciplines are preferred.

Experience Requirements:

• Minimum of 2 years' experience in sales administration, customer service, or a related support role.
• Proficiency in Microsoft Office (Word, Excel, Outlook) and Salesforce or a similar CRM system.
• Experience with order processing, quotations, credit management, and invoicing.
• Familiarity with ERP systems (e.g., LN) and the sales workflow from order to delivery.

Physical Requirements:

• Office-based role requiring extended periods of computer work.
• Maintains concentration, accuracy, and attention to detail under pressure and within tight deadlines.
• Available for standby duties after hours from time to time, as business needs require.

Competency Requirements:

• Organizational and multitasking abilities.
• Customer-focused mindset and professional demeanor.
• Attention to detail with high accuracy in data entry and record keeping.
• Proactive problem-solving and continuous improvement mindset.
• Ability to work collaboratively within a team and across departments.
• Ability to adapt effectively in a fast-paced environment with changing priorities.
• Technical aptitude to understand and communicate Flexco product information.
• Sense of accountability and ownership for results.

Responsibilities:

Under general supervision:

1. Ensures adherence to relevant company policies, procedures, and service standards.
2. Processes and maintains accurate records of sales orders, quotations, credits, debits, and invoices.
3. Manages and updates customer accounts, including outstanding orders, credit applications, and quotation follow-ups.
4. Coordinates with logistics, finance, and warehouse teams to ensure smooth order processing and issue resolution.
5. Approves and processes customer returns in a timely manner.
6. Responds to customer inquiries professionally and efficiently via phone, email, and other channels.
7. Provides up-to-date product information and communicates delays or changes in delivery.
8. Maintains high standards of customer satisfaction and reinforces Flexco's customer-centered culture.
9. Prepares daily, monthly, and ad hoc sales reports.
10. Supports the External Sales team with administrative coordination, documentation, and information flow.
11. Participates in after-hours or emergency shifts to support time-sensitive customer needs.
12. Identifies and implements opportunities to improve administrative processes, service delivery, and team efficiency.
13. Maintains current product knowledge to support customer recommendations.
14. Collaborates with internal sales, external sales, operations, and management to align objectives.
15. Participates in team meetings, training sessions, and performance discussions.
16. Contributes to a positive and inclusive team culture.

The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified. All personnel may be required to perform duties outside of their normal responsibilities from time to time, as needed.