PUMA ENERGY Is Hiring: Customer Service Representative – Sandton, South Africa

DEADLINE: NOT SPECIFIED

Main Purpose:

Responsible to provide customer support excellence to external business partners and the sales field staff by acting as a primary contact point for information requests and business enquiries. Deals with incoming calls ranging from orders placing, business inquiry, order delivery follow-ups, debt collection, customer stock position updates, outstanding order confirmations, as well as account reconciliations. Handling the back-end customer interface, managing customer calls or e-mails professionally and efficiently. Responsible for creating Offers and Orders, Invoices and Credit Memos within Navision and for adequately handling customer inquiries and / or account reconciliations.

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.
Knowledge Skills and Abilities, Key Responsibilities:

ROLES AND RESPONSIBILTIES:

Managing customer product orders

Answers inbound customer calls related to the order-to-cash process.
Creates Offers and Orders in Navision and Salesforce received through calls, e-mails, portal or other means.
Adheres to call center best practices complying with existing rules and attending customers within expected service levels.
Generates outbound calls to customers when required.
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
Managing customer requests and queries

Receives and follows-up with the adequate team on customer requests and ensures customers receive timely answers in an appropriate and professional manner
Promptly escalates any issues to Supervisor/management in order to maintain satisfactory response times.
Records customer queries and reports to management as and when they occur.
Internal customers.

Supports Sales, Credit and Terminal staff with sales and invoicing requirements.
Provides support to other teams when needed.
Effective engagement with scheduling/transport, supply, terminal and pricing teams to ensure timely service to customers
Liaises with Engineering team where applicable for customer queries
Promptly logs tickets with IT and follows up on resolution/escalates where necessary.
Back-end support.

Generates Credit and/or Debit notes as a result of product diversions, price adjustments, rents, franchises, rebates, delivered quantity discrepancies and any other business requirements.
Ensures all related customer account reconciliations are completed promptly when required.
Responsible for obtaining proper approval as per delegation of authority and internal control processes prior to executing such transactions and finalization of reconciliations.
Complies with all control standards and available procedures including safety.
Daily Invoicing

Tracks daily invoicing through the invoicing Control sheet to identify any outstanding invoicing to be done in the systems.
Invoices all deliveries by 10am the following day
Ensures all invoices are mailed to customers daily, on the same day of raising the invoice.
Administrative requirements

Ensure all related paperwork is either filed or kept in such manner as prescribed by direct line supervisor and/or manager.
Generates periodic reports as required
SKILLS AND REQUIREMENTS:

Experience:

High-school Matric qualification required.
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.
Ability to communicate effectively English language.
Competencies:

Excellent verbal and written communication
Conflict handling skills
Able to prioritize work tasks
Able to handle fast moving and high pressure customer facing environment
Problem solving skills
Customer Service Oriented
Quick learner
Excellent planning and organization skills
Proactive and detail-oriented
Team player
Persuasion without authority skills
Key Relationships and Department Overview:
Internal – Pricing, Credit, Delivery Scheduler, Sales, Terminals
External – Customers, dealers, suppliers, contractors