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Customer Service Representative
2 weeks ago
**JOB PURPOSE**
At RWC a customer service representative is responsible and involved with managing the end-to-end order fulfillment process from taking customer orders to delivering the products. The customer service representative ensures that orders are accurate, complete, and delivered on time. They must also be able to manage customer inquiries and complaints in a professional and timely manner. As well as maintaining accurate records of all orders, the customer service representative also proactively coordinates with other departments to ensure that orders are properly processed and delivered on time and in full.
Other duties to ensure a seamless experience include ensuring the accuracy of pricing, inventory management and providing excellent customer service by ensuring that the customer is fully updated throughout the order life-cycle.
**PRIMARY JOB DUTIES & RESPONSIBILITIES**
- Receiving and processing customer sales orders in SAP
- Ensuring accuracy and completeness of customer orders
- Monitor customer orders and proactively keep customers informed of the order status
- Provide advice and support to customers regarding the company’s products and services
- Handle and resolve customer complaints with understanding and diplomacy
- Utilise the internal customer management software to track all order processes
- Build strong relationships & report with both internal and external customers
- Advise on company information and processes, as well as deals and promotions (in the future)
- Work with sales and other departments to ensure on time in full deliveries.
- Ad-hoc duties within the skillset, as and when required
- Drive brand awareness and promotion
**Personal profile**
- Excellent Customer Service skills with a passion for customer service
- High attention to detail
- Good time management and organizational skills
- Ability to work to deadlines and maintain accuracy.
- Good communicator and an engaging facilitator
- Enthusiastic team player but also able to work independently.
- Computer literate and proficient in Word, PowerPoint, Excel, and Outlook
- Knowledge of SAP or similar ERP system and Salesforce (preferred)
- Min of 12 months’ experience in a customer service role
