Customer Service Representative

PURPOSE OF THE ROLE:

To provide a courteous, prompt, and professional administration service to all customers and internal departments and ensure all accounts are administered comprehensively.

THE ROLE:

In this exciting role, you will:

• Communicating schedules and order dates to external sales teams and customers.
• Raising customer orders on the business system, receive customer repeat orders with an amendment to the artwork & process through the appropriate procedure.
• To work with Estimating and Sales Departments to ensure correct pricing is issued to the customer, entered the Business System and invoiced.
• Receiving a customers’ request for order amendment, confirm the amendment with production and purchasing and issue notice to senior management of any sales projection change.
• Raising a concession form for customer trials when required, ensuring that no customer trial progresses without either a purchase order from the customer or a concession form.
• Forward all received information and documentation to Technical Services Representative.
• Liaise with Sales / Key Account Managers to facilitate information transfer with new projects.
• Provide a communication channel between operation and external sales/the customer
• Assist the Technical Services Representative to adequately two-way communicate on the status of projects.
• Respond to all assigned project actions within the defined timeline.
• Monitor the production schedule on a daily basis and advise customers of deliveries.
• Liaise closely with the Production Planner to ensure labels are produced within the timescales required and communicate progress to external sales and customer where required.
• Actively manage stock levels for stock customers and ensure the min/max programs are adhered to.
• Issue accurate stock and production planning reports to the customer in a timely manner where required.
• Ensure that all proofs are delivered to the customer in a timely manner, and to direct feedback to the relevant departments. Business System to be updated and PDF proofs uploaded accordingly.
• Assist the Technical Services Representative with delivering label profile drawings, line audit reports and other pre-print service products to the customer in a timely manner.
• Refer any costings or commercial issues on such products to the Sales & Customer Services Manager for approval before dispatching.
• Provide cover across all customer accounts on a day-to-day basis.

EDUCATION AND EXPERIENCE:

 To succeed in this role, you will require:

• Grade 12
• Diploma in Sales & Marketing
• Sound & credible customer service background.
• Sales administration experience (2- 5 years)
• Experience with business system, SAP/Radius
• Adaptability
• Self-confidence/Respect/Motivated
• Mobility
• Dependability and Reliability
• Problem solving and Assertive.
• Good Written and Verbal Communication Skills
• Good Computer Skills (MS Office)
• Decisive Insight