Customer Experience Representative
Location: East Rand, Gauteng
Industry: Industrial Manufacturing
Type: Full-time | Environment: High-performance, service-focused, fast-paced

About the Role

With a global workforce, our client is seeking passionate individuals who will thrive in a fast paced environment and are eager to proactively contribute to and enhance customer service. The goal is to not only meet but exceed customer expectations. As a part of the customer experience team, you will play a pivotal role in driving the digital transformation of the  customer journey. You will lead quality engagements across all touchpoints, ensuring a Premium Brand Experience. By leveraging data insights, you will enhance customer experiences and drive positive change within the
team and to customers.

What You’ll Be Doing

• Manage portfolios within a B2B setup, overseeing the end-to-end order handling process with a strong focus on order book management 
• Build and maintain strong relationships with customers by handling incoming and outgoing sales calls and emails through the CRM tool.
• Take full ownership of the quotation handling process according to set policies, including lead generation and follow-up activities.
• Ensure customer requirements are consistently met by continuously managing the orderbook, monitoring schedules, delivery patterns, supply, and shipments.
• Enhance communication and information quality with customers and inventory planners across various factories to increase customer satisfaction and strengthen retention.
• Closely monitor deliveries in coordination with factories and Logistic Services to ensure on-time deliveries while focusing on customer satisfaction.
• Support key stakeholders in the business with a high focus on Premium Brand Experience to consistently improve cNPS results.
• Proactively contribute to invoicing activities, creating efficiencies, and reducing errors and rework.
• Manage post-sales activities such as claim handling and customer returns.
• Support the cash collection process by managing goods in transit, overdue payments, payment conditions, and credit limits.
• Contribute to marketing campaign launches and follow-ups, where appropriate.

What You’ll Need

• A formal tertiary qualification.
• Understanding of customer service principles and practices.
• Proficient in Microsoft packages, SAP, CRM, and online ordering platforms.
• Familiarity with administrative procedures.
• Strong numerical, oral, and written communication skills.
• Fluency in English.
• At least 5-7 years of demonstrated experience in customer service, planning, and administration within a multinational and industrial sales environment.
• Ability to comprehend and participate in digital and automation initiatives, with some knowledge in IT to enhance efficiencies and improve current workflows.
• Capability to manage intricate sales processes and independently organize work schedules, prioritizing essential tasks.
• A curious mindset with a creative and business-oriented approach, always prioritizing the needs of the customer.
• Strong communication skills and the ability to thrive in a dynamic, fast-paced environment.
• Commercially astute with a strong ability to build customer relationships and deliver exceptional services.
• Possess exceptional attention to detail and approach your work with a methodical and logical mindset.
• Experience in logistics, supply chain, and/or complex service environments.
• Must be motivated, energetic, well-organized, collaborative, bold, courageous, and capable of taking calculated risks.
• Be prepared to work in close collaboration with teams across Europe, have a good understanding of different cultures and a can-do-attitude.
• Work autonomously, with minimal supervision and deliver results.

What’s In It for You

• Join a Global/Multi-National Manufacturing company
• Market related remuneration: TCOE: R520 000 -R740 000 p.a.

A Few Things to Know

• The role demands high levels of concentration, with a workload that varies daily.
• The ability to switch between topics and remain conversant is essential.
• Self-motivation and the ability to make decisions within delegated responsibility are required.
• Routine tasks involve concentrating for extended periods to accurately analyze data and information.
• The role requires reacting to unpredictable, ad-hoc operational needs.
• The ability to multi-task, manage stress, and handle pressure is crucial.
• Adaptability, initiative, teamwork, and the ability to work with little or no supervision are essential qualities.
• Some travel might be required.
• Will spend time at a desk working on a computer and attending meetings.
• From time to time there may be a requirement to work extended hours.

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