Customer Service Representative

Role Overview

The Customer Service Representative is responsible for efficiently managing customer orders from receipt through to delivery, ensuring accuracy, timeliness, and completeness to minimize complaints and returns.

Primary Duties

• Accurately process and enter customer sales orders, confirming pricing and purchase order details.
• Collaborate with Logistics, IT, Finance & Accounts, Sales, and Market Planning teams to address any challenges impacting order processing and delivery.
• Timely and precise processing of customer-related transactions such as Credit Notes (CNs), Debit Notes (DNs), and Goods Received Vouchers (GRVs).
• Monitor return cases and delivery problems, diagnose underlying issues, and execute corrective measures.
• Prepare comprehensive monthly reports covering discontinued products, pricing updates, barcode issues, customer complaints, and delivery performance.
• Track and update customer service Key Performance Indicators (KPIs), implementing corrective actions to meet set targets.

Performance Metrics

• Speed of order processing.
• Effectiveness of on-time and complete deliveries.
• Resolution rates for customer complaints.
• Resolution rates for delivery issues.
• Accuracy and completeness of customer documentation.
• Reduction in customer returns attributable to order-related problems.

Required Qualifications and Experience

• Bachelor's degree or Higher National Diploma in Business Administration, Marketing, Supply Chain Management, or related discipline.
• Between 2 and 4 years of experience, preferably within FMCG, retail, distribution, or similar sectors.
• Thorough understanding of customer service procedures and order-to-delivery workflows.
• Experience working with distributors, wholesalers, retailers, or managing Key Accounts is beneficial.
• Excellent communication, organizational, follow-up, analytical, and problem-solving abilities.