Customer Care Centre Agent Portfolio Management

1 month ago

Johannesburg, Gauteng, Saudi Arabia Schneider Electric Full time

Duties & Responsibilities

  • Preferred & backup agents for Top Customers.
  • Be the single point of contact for all customers
  • Monitoring of backorder reports, and working with Supply Chain to ensure customer CLO is achieved
  • Drive uptake and adoption of digitization objectives with Internal & External customers.
  • Support the sales manager, channel manager and sales team and customers on the online self-service tools, to improve our digital adoption and reduce our self-service cases.
  • Make sure that service levels are achieved on cases and calls per day.
  • Provide customers with accurate information with regards to orders and information on the system.
  • To make recommendations on available alternative products
  • Record and analyze customer queries and requirements.
  • Receive Inbound telephonic customer calls
  • Ensure customer orders and return material authorizations are processed on time, accurately and within set parameters
  • Provide quotations on Schneider Electric products
  • Provide generalist and technical support both internally and externally
  • Establish and maintain contacts within the Distribution center to ensure service requirements are met
  • Be the interface between front office and Channel Sales Team
  • Responsible for creating and sending out accurate invoices

Order Management

  • Check all order details to ensure 100% correctness of order capturing as per the order verification process.
  • Ensure any discrepancies are followed up with sales or customer.
  • Ensure all orders are correctly routed and the specials requests for delivery or collection are actioned as per the distribution center procedures
  • Forward credit held orders to finance department and sales account managers, ensuring where possible orders are released before the delivery run

Qualifications

Minimum Qualification & Requirements

  • Ability to read, write and speak fluently in English
  • MS Office
  • SAP working experience is mandatory
  • BFO knowledge
  • Bachelor's Degree or Post-Secondary Certificate in Business Administration or Customer Services or finance or Accounting with 1-2 years of work experience

Key Competencies

  • Communication
  • Customer Satisfaction
  • Team Player
  • Ability to work in pressurized environment
  • Good communication skills
  • Goal Orientated
  • Excellent problem-solving abilities
  • Time management skills

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