Customer Service Officer

Your Tasks

• 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

• 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…