Customer Support Representative

** ORDER FULFILLMENT REPRESENTATIVE
**** Purpose of Role
** The Order Fulfilment Representative (OFR) manages the day to day relationship with the customer/dealer, responding to their inquiries and providing prompt and accurate information regarding Tait product and services as well as processing standard sales and service orders, returns, credits, demonstration equipment, and all related invoicing. The OFR will manage the entire order cycle to enhance business development and ensure sustainability and customer satisfaction includes planning, coordinating and monitoring logistics operations such as warehousing, inventory, transportation.

This is a key role working closely with customers to build trusting relationships and provide a high standard of service while ensuring smooth operations aiming for maximum efficiency. Communication skills are a must along with efficient record-keeping abilities and a customer-oriented approach.
** Scope of the Role
*** Check orders for configurations, pricing/discounts, Incoterms, T&Cs, and delivery requirements.
* Process all customer orders in a timely manner in the ERP system using the appropriate order type.
* Ensure contract review (where required) is complete and that commercial team approval is sent.
* Check availability of Tait product and third party supplier, raising purchase orders where appropriate.
* Plan and coordinate orders, to ensure orders deliverables are met.
* Communicate any production delays and revise dates to customers and management.
* Provide information to management and other interested parties on order history and current orders.
* Confirm orders and delivery dates back to the customers.
* Coordinate ERP corrections with product/pricing teams.
* Maintain and update filing system for both outstanding and shipped orders.
* Resolve any shipment discrepancies, damages, or errors during the course of a delivery.
* Invoice customers in ERP and send invoices to appropriate party and copy finance team.
* Process credit and material returns with proper approvals in a timely manner.
* Provide regular progress reporting to both the sales team and management on status of orders.
* Provide support, follow up and backup (where required) to the sales team.
* Provide backup (as required) for receipting repairs upon arrival for store.
* Validate repair induction requests and initiate documents/updates.
* Manage and tracks repairs (customer and internal) through the repair cycle.
* Provide updates to the master repair tracking list with current status and issues.
* Manage ERP system to extract customer delivery dates for warranty requirements.
* Apprise repair team of issues/special requirements status and warranty entitlements.
* Resolve information deficiencies and updates system with data as appropriate.
* Create accurate and complete ERP quotations for billable repairs when required.
* Validate work completion for repair orders before closure and invoicing.
* Rectify problems such as damages, shortages and non-conformance to specifications.
* Monitor repair cycle time to meet performance metrics.
* Generate reports from company system, review data, and assist with monthly reports.
* Compile and distribute weekly serial number report to primary customers and answer any questions.
* Compile and distribute weekly order tracking report to customers and answer any questions.
* Manage demo equipment to ensure that the correct product meets requirements of evaluation.
* Assist standardizing work processes within ERP for logistics.
* Prepare expenditure requests for Tait and third party to fulfill customer service orders.
* Provide purchase orders to vendors along with Tait T&Cs.
* Receipt in goods/services to allow payables to process payments.
** Dispatching and Export Documentation
*** Prepare required export documentation in accordance with the sales order requirements.
* Liaise with Stores Controller to ensure customer sales and service orders are dispatched in time, accurately and any special instructions are actioned.
* Negotiating with manufacturing to expedite orders (when required) to meet customer's deadlines.
* Organise shipments (when required) by processing pickings lists…