Customer Service Representative at Avery Dennison

YOUR RESPONSIBILITIES WILL INCLUDE:

SALES TARGETS:

• Compile an order in-take report and submit to the CSR Manager on a daily basis
• Promote and sell the slow moving and warehouse 32 stock to customers while contributing to team effort by accomplishing related results as required.

CUSTOMER CENTRICITY: 

• Liaise with the operations and dispatch staff to ensure that customer requirements are met
• Resolve product/service queries by clarifying customer complaints and logging on salesforce.com on a daily basis
• Update customer price lists when price changes occur
• Ensure that internal staff have all the relevant information so that invoicing can be done timeously
• Manage incoming calls and ensure that all customer demands are met
• Direct customer queries to the relevant party
• Check the inventory on hand on a daily basis based on customer forecast
• Conduct an MDI (Managing Daily Initiative) on a weekly basis with the dispatch, production, receiving and sales staff to address problem areas within each department
• Recommend potential products and services to customers
• Maintaining a positive, empathetic and professional attitude toward customers at all times
• Responding promptly to customer inquiries

​​​​​​​ORDER PROCESSING:

• Load customer orders on the MFGpro system to create a sales order
• Create a job card based on the sales order
• Ensure that all orders are accurately created and timeously distributed to the production department
• Request the a time frame from the Production Supervisor regarding urgent orders
• Communicate the time frame to the Dispatch Supervisor to ensure that delivery occurs within the allocated deadlines
• Liaise with the Finance department regarding customers that are on hold
• Send correspondence to the Finance Department regarding customers accounts that are suspended
• Provide customers feedback in terms of urgent orders as well as materials that are out of stock

​​​​​​​GENERAL:

• Participate and assist with stock take as required

ESSENTIAL SKILLS REQUIRED:

• Sound Telephonic skills
• Customer liaison skills
• Good Listening skills
• Excellent verbal and written communication skills
• Analytical problem solving skills
• Multi-tasking and able to work under pressure
• Attention to detail

FORMAL QUALIFICATIONS:

• Relevant Qualification
• At least 3-5 years experience within a B2B environment.