Customer Service Representative

Main Purpose

• To provide sales support to ground fuel & lubricant customers and internal sales teams viz to fuel invoicing and credit notes as well as internal non-product invoicing and credits.
• Handles all back-end support activities related to invoicing, credit notes and debit notes, ensuring proper approval has been received prior to executing such transactions.
• Responsible for creating Sales Orders, Invoices, delivery notes, stock transfer orders, Purchase Orders and Credit Memos within Navision and for adequately handling customer inquiries and / or account reconciliations.
• Support the Business Support organization in countries where there are gaps including streamlining processes, and troubleshooting operational day to day activities by analyzing root causes and implementing sustainable solutions.

• KEY RESPONSIBILITIES:

Managing customer product orders

• Creates Orders in Navision and Salesforce, generates a delivery note and invoice from the system received through calls, e-mails, portal or other means. 
• Ensures data is recorded without errors facilitating a smooth operation. 
• Ensures cut off times are adhered to
• Maintains good, timely and effective communication with schedulers and customer
• Ensure that the freight charges are raised in Navision on behalf of PAP 
• Ensures correct reason codes are applied for each credit memo raised

• Customer Interface:

• Customer Query Resolution, elaborates handles and solves complaints originating from external/internal customers related to the provided customer service level.
• Coordinates the creation of Credit and/or Debit Notes resulting from invoicing corrections or price adjustments.
• Improves customer service quality results by studying, evaluating, and re-designing processes; establishing and communicating service metrics; monitoring and analyzing results; implementing changes.

• Delivery Scheduling:

• Coordinates with the scheduling team / transporters for redirected orders, creation of retro orders and
• Provides necessary information to the customer / scheduler / transporter for new trip creation for redirected scenarios

• Experience:

• Diploma in business studies, logistics or related field
• 2 years industry experience. Oil industry experience an advantage
• Experience in dealing with external customers preferred.
• Background in Call Center activities or accounts departments is an advantage

• Skills:

• Proficient in Microsoft Office and Outlook.
• Experience in data analysis using Microsoft Office (e.g. Excel, Access)
• Ability to communicate effectively in English language

• Competencies:

• Excellent verbal and written communication; able to communicate with senior management
• Problem solving skills, able to prioritize work tasks
• Able to handle fast moving and high-pressure customer facing environment
• Customer Service Oriented
• Quick learner, organized & structured
• Excellent planning and organization skills
• Proactive and detail-oriented, requiring minimal supervision
• Strong team player
• Persuasion without authority skills