Position Overview
The Customer Service Representative (CSR) provides exemplary customer service and support to customers by being able?to proactively navigate and diagnose customer needs?and respond using a wide and dynamic base of information and resources. The CSR interfaces with customers and?coordinates with multiple business and functional partners?to deliver exceptional service to customers and contributes to AgCo business success. The CSR manages the entry of orders, from initial contact with the customer or electronic channel, through material flow, until the product arrives to the customer at the correct time, with the correct product, with the correct equipment and correct paperwork. In the event of a service failure, the? CSR initiates the corrective action for resolution of the failure, and takes the lead position in resolution for the customer. It is expected that the CSR knows what it takes to go above and beyond the daily calls from customers; to build and maintain customer loyalty and confidence.
Duties
- Order Management: Handles routine and non-routine customer order activities, including managing customer demand, following up on samples, complex order entry (i.e. consignment) guiding and leading the activities of the order process utilizing work process, business strategy, and best practice to ensure high quality service. The CSR typically works with a very complex combination of order scenarios, such as multiple sourcing locations, various modes of transport, and a broad range of products. This requires the ability to multi-task with critical thinking and analyzing skills. Responsible to receive and record customer complaints and facilitate resolution in cooperation with internal partners.
- Reporting, Metrics, Audits: supports Sales and overall Business by providing appropriate Customer, Sales; Invoice Accuracy, Customer Complaints, Speed-of-Resolution; regularly obtains customer feedback to continuously improve service delivery.
- Logistics: Perform limited Logistical duties at the start of the tenure.
Qualifications and Skills
- Business proficiency in English and Afrikaans; any other language will be a plus
- Experience in inside sales or customer service (internal or external)
- PC skills: demonstrated ability to work with MS Office and MS Outlook
- Strong experience working with SAP?and Pastel
- Excellent Communication and negotiation skills
Desired Skills:
- Customer service
- SAP
- Pastel
- Good communication skills
- Stock Management
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