We are looking for Customer Service Representative based at Johanessburg.
Main Responsibilities :
Manage all customer contact relating to operational activities within the Southern and Eastern Africa Sub-region.
Monitor SLA performance and be the voice of client to ensure that client satisfaction levels are maintained and improved
Create and maintain customer SLA documents.
Management of order expectations, customer order status and maintainingCustomer WIP tables.
Utilize various internal systems to process customer actions (change requests /Artwork originations / none-complaint reports).
Ensure pipeline accuracy by providing sales teams with regular customer feedback and weekly Revenue reports.
Communicate customer requirements internally, chasing progress with all departments (Manufacturing, Service Center, Sales, Technical Support.)
Develop specialised knowledge of ERP systems to process orders (AX).
Ensure that all order entry, invoice, dispatch specifications are entered and processed in an accurate and timely fashion.Invoicing based on the incoterm agreed with the customer
Ensure compliance of key procedures by internal and external stakeholders, including :
Regional escalation management
Quality/complaints handling a client response
Change request coordination and billing
PO acceptance / compliance
Represent IDEMIA at client meetings
Follow and maintain Oberthur HR values, processes and policies.
CLOSING DATE: NOT SPECIFIED