Customer Services Admin

Job description

Job Description

Job Purpose

To ensure that orders and customer queries are correctly and timeously processed in the Customer Service Division.

Major Accountabilities

• Receive and process orders
• Maintain Customer Service
• Complete relevant admin work and reports
• Follow up on daily queries

Key Performance Indicators

1. Receive and process orders
• Receive and process incoming orders that come in telephonically, by fax, post and reps instructions. Orders must be processed immediately on J D Edwards. A picking slip must be processed to warehouse for immediate picking, packing and dispatching. Check all unconfirmed orders and print pick list if necessary. All orders to be processed before 15:00 pm for Inland orders & 13h00 for Coastal orders.
• Print a back order list and release all back orders as stock comes in to be done daily to ensure prompt deliveries of stock. Check with PMs before releasing stock.
• Customer to be contacted and informed when order goes onto back order with a back order letter with the MSR in copy.
• Process orders from Surgicom/Orderwise immediately.
• Monitor linking on JDE and liaise with accounts.
• Complete paperwork for Returns to be signed the CS Manager and once signed, log a CRM and arrangement for upliftment of the product.

2. Maintain Customer Service
• Attend to customer queries by liaising with the warehouse manager, credit controllers and MSR’s. All queries are to be acted upon immediately – liaising with the appropriate person. The relevant managers are to be informed of any unresolved problems. The customer must be called back and notified of the action taken. Liaise with the appropriate people; the relevant managers must be informed of any unresolved problems. The customer must be called back and notified of the action.
• Quotations to be completed within 24 hours and returned to customer Ensuring pricing and VAT details are correct.

3. Complete relevant admin work and Reports
• File all paper work. Filing must be completed daily in order to allow other people easy access to paper work they may need.
• Copy of the order to be attached to the invoice and filed numerically.
• Process credits for price adjustments
• Prepare open sales report at end of each month.
• Prepare Price Over Ride Report at the end of each month
• Submit Customer Complaints register every Friday

4. QA/PV
• Required to notify the Local Vigilance Office/ or delegate of any adverse events and/ or quality complaints within 24 hours (including whilst on leave and on public holidays) from receipt or being made aware of such.
• Adhere to local relevant SOP as may be determined.

Position Title

Customer Services Admin

Desired profile

Minimum requirements

Related tertiary qualification English Intermediate Excel experience FMCG experience Sales experience an advantage Experience in call centre or customer services area would be an advantage FMCG; JDE/SAP an advantage
Job Type

Full Time
Country

South Africa
Work Location

Gauteng
Functional Area

Sales
Division

ALCON
Business Unit

MFG/TECH OPERATIONS AL
Employment Type

Regular
Company/Legal Entity

Alcon Laboratories South Afric