Customer Service Representative

You will handle inbound and outbound calls to and from all stakeholders, listening to stakeholder needs,  concerns, provide helpful solutions to address any operational and or service related concerns,  taking orders and provide timeous feedback to all stakeholders within KPI’s.

Order Processing

• Process orders placed by stakeholders within agreed KPI time limit.
• Process orders emailed to bsaf.sales@bridgestone.co.za  based on the agreed response process and complete the order and customer feedback within the KPI time limit.
• Ensure that tickets are closed for all processed and closed out orders.
• Ensure pricing is loaded as per agreed TPL using SPR tool in conjunction with finance for the Inter-company and Factory Gate orders.

Stakeholder Liaison

• Ensure that blocked accounts or credit checks are sent to Debtors department and relevant stakeholders to be copied in email.
• Follow up with debtors, to ensure all orders will be released for delivery.
• Assisting all internal stakeholders with any queries

Order Fulfilment

• Arrange stock transfers to ensure maximum order fill.
• Assess back-orders and eliminate any back-orders on SKU’s marked as discontinued.
• Bill back-orders with sufficient stock on hand.
• Ensure no back order are loaded for customers with blocked accounts.
• Provide a weekly report to the Planning Manager.
• Prepare the order fill report against group targets as per the agreed outlay. Present in SCMR meetings as requested by the LSCM Manager

3PL

• Assisting 3PL with any queries example: stock that was returned from a customer or the customer was not available to receive their delivery.
• Assisting 3PL with delivery schedule for bulk orders

Ad hoc

• Any other functions as required by the business operational needs.

Qualifications & Experience Required

• Grade 12. Logistics and or Supply Chain Management or Sales related Qualification.

• 1+ year(s) in customer service.

• English
• Afrikaans (will be advantageous)