Customer Service Representative

Department

Supply Chain

Sub Department 1

Customer Services 

Job Purpose

To deliver world class customer service by ensuring all administrative duties are well executed according the business standards and consistently provide support to relevant business units. 

Actively participate in all business initiatives where sustainable solutions for both internal and external customers will lead to improved customer experience.

Be an active voice of the customer and a custodian for customer satisfaction.

Order Fulfilment

• Accurately process manual orders and quote requests and according to standard procedures and relevant SOP’s.
• Ensure that all export orders are in line with exports regulation/standards
• Ensure that all orders are captured according to the business standard (i.e. Short pick lines to be loaded as a back order, MOV)

Customer Queries / Complaints Resolution 

• Consistently resolve telephonic and email customer queries/ complaints efficiently, accurately and within agreed timelines.
• Prepare credit and re-invoice documentation accurately and in-line with company policy.
• Attend to customer’s recons as per the agreed timelines.
• Prepare claw back credit notes and inform debtors department of differences in the claim amount.
• Arrange short-dated stock protection letters and share with CS and the warehouse.
• Oversee and supervise to ensure products and services are delivered on time to customers and in compliance to company standards and procedures in providing customer services.

Reporting

• Attend to collection report daily
• Complete customers’ outstanding orders report
• Complete customer outstanding orders report
• Processing of Approved Credits
• Attend to Customer's recons report

Customer Engagement

• Manage customer experience process
• Build sustainable relationships and trust with customers through open communication

General

• Assist with any reasonable duties as required by Management 
• Participate and contribute in Projects and cross functonal activities as required 

Education Qualification

• Grade 12 (Matric) or Equivalent
• Relevant Diploma/Degree in Business Administration or similar advantageous

Relevant Work Experience

• Minimum of two years in a similar environment
• Collaborative team player
• Speed and accuracy
• Excellent at following through on tasks
• Purpose Inspired
• Innovation Driven
• Responsibility Centred
• Integrity and Trust Anchored
• Excellence Focused
• SAP experience is advantageous

Full JD is avaible on request !!

Employment Equity

Cipla is an Employment Equity employer, and this position will be filled based on our Employment Equity Plan.