Customer Service Officer

Your Tasks Order Management, Delivery, Customer Claims

• Responsible for the creation of new Customer accounts and existing customer store extensions by updating customer Master data within SAP
• Pricing maintenance of Customer List price as well as Promotional price in SAP
• Processing of Customer Orders in line with internal OM procedures, LSP routing and Customer delivery requirements
• Responsible to ensure highest Order Quality and Customer Infill by liaising with Customer and Sales to resolve Order errors
• Delivery bookings with customer and LSP to ensure aligned booking confirmations and delivery schedules
• Investigate and resolve all customer queries and implement corrective action to avoid recurrence in a timely manner
• Accountable for the resolution of pricing claims including the financial memo capture in SAP
• Responsible for actioning ‘Failed Deliveries’ with LSP and Customer timeously. Process the financial memo of Customer Return’s upon delivery.
• Provide Weekly/Monthly Customer Service Level/Strike Rate Reporting to Sales/Customer highlighting key contributors, including Out of stock by proactively sharing stock recovery plans
• Continuous improvement of Customer service processes - Share and identify best practice opportunities across the operational team
• Open communication channels with internal and external customers/LSP related to Order & Delivery status

• As primary contact to the customer, be the custodian of relaying and transferring key customer concerns to relevant internal teams to resolve
• Communicate customer requirements to all internal departments including external 3rd Party teams
• Supply quality and timely information to assigned customers on all matters within the order management process
• Proactively steer discussions with Customers to jointly resolve Order Management and Delivery related topics( i.e Order frequency, Order patterns, Lead times, NOD, NDD’s, Order entry opportunities etc)
• Provide ad hoc sales information on request to internal and external customers.
• Make a range of decisions with regards to priorities and appropriate response to customer queries
• Participate in efficiency projects with Customers (e.g. EDI regression testing)
• Meet customers ‘face to face’ to grow and enhance customer relations

• Process Orders in line with the LSP/Customer Delivery schedule
• Ensure accuracy of orders to avoid costly Distribution and Transport costs including overtime costs
• Ensure regular system updates of Delivery lead times, Nominated Order Day and Nominated Delivery Day
• Ensure orders comply with Beiersdorf requirements, for example minimum order values
• Participate in efficiency projects related to Store migration to Distribution Centre with Customers

• Work with the 3rd party merchandising team to ensure orders are processed accurately and on time
• Work closely with Sales to ensure customer master data is accurate
• Work collaboratively with sales to drive order efficiencies and to manage customer dialogue between both teams
• Provide operational support for the Key Account Managers
• Respond with speed and credibility to customer challenges including liaising with other departments where required
• Work closely with Logistics to drive On
  - Time and In
  - Full delivery to customers
• Liaise with Planning to manage inventory and customer orders

• Excellent written and verbal communication skills
• Excellent interpersonal skills
• Highly structured/organised with the ability to work under pressure
• Ability to collaborate and develop good working relationships
• Excellent sales and administrative skills
• Customer Service mind-set
• Proficient in all MS Office packages
• SAP knowledge, specifically the SD module

• The successful incumbent should…