Customer Service Representative

Main Purpose

• To provide sales support to ground fuel & lubricant customers and internal sales teams viz to fuel invoicing and credit notes as well as internal non-product invoicing and credits.
• 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.
• Responsible for creating Sales Orders, Invoices, delivery notes, stock transfer orders, Purchase Orders and Credit Memos within Navision and for adequately handling customer inquiries and / or account reconciliations.
• Support the Business Support organization in countries where there are gaps including streamlining processes, and troubleshooting operational day to day activities by analyzing root causes and implementing sustainable solutions.

KEY RESPONSIBILITIES:

Managing customer product orders

• Creates Orders in Navision and Salesforce, generates a delivery note and invoice from the system received through calls, e-mails, portal or other means. 
• 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
• Ensure that the freight charges are raised in Navision on behalf of PAP 
• Ensures correct reason codes are applied for each credit memo raised

Customer Interface:

• Customer Query Resolution, elaborates handles and solves complaints originating from external/internal customers related to the provided customer service level.
• Coordinates the creation of Credit and/or Debit Notes resulting from invoicing corrections or price adjustments.
• Improves customer service quality results by studying, evaluating, and re-designing processes; establishing and communicating service metrics; monitoring and analyzing results; implementing changes.

Delivery Scheduling:

• Coordinates with the scheduling team / transporters for redirected orders, creation of retro orders and
• Provides necessary information to the customer / scheduler / transporter for new trip creation for redirected scenarios

Experience:

• 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.
• Experience in data analysis using Microsoft Office (e.g. Excel, Access)
• Ability to communicate effectively in English language

Competencies:

• Excellent verbal and written communication; able to communicate with senior management
• Problem solving skills, able to prioritize work tasks
• Able to handle fast moving and high-pressure customer facing environment
• Customer Service Oriented
• Quick learner, organized & structured
• Excellent planning and organization skills
• Proactive and detail-oriented, requiring minimal supervision
• Strong team player
• Persuasion without authority skills