This is a 2 years definite contract position.

The Customer Service Specialist is the first point of contact for JDE customers and delivers local customer services in line with defined policies and procedures. The Operations function ensures the integration of all key business processes from supplier to customers, providing products, services, and information that add value for customers and stakeholders. The function manages sourcing, procurement, manufacturing, supply chain (warehousing, logistics, and distribution), and planning processes and ensures optimal alignment between demand and supply at a global scale, considering efficiency, required flexibility, security of supply and costs, working capital, quality levels, service levels, company, and society values.

Key Responsibility:

Order Processing:

• Maximizes customer service level by processing all customer orders in such a way to eliminate any errors in the order. Analyses service failures and makes recommendations for improvements. This is to maximize customer service level and sales.
• Process customer invoices

Resolve Customer Complaints:

• Pre-advising all customers of any potential shortages including reason and next availability.
• Processing all allocated customer’s returns/queries. Logging all customer complaints queries or issues and ensuring all are resolved promptly.
• Obtaining and evaluating all relevant information to handle inquiries and complaints. Reports on customer complaints as requested by the Customer Services Lead.

Stock Data:

• Proactively inform the customer of what can be delivered. Identify potential stock issues and efficiently inform customers and internal stakeholders (e.g., Sales) to ensure excellent customer relationships

Deliveries:

• Provide the Logistics Operators with adequate lead time in such a way that all customer deliveries can be planned, coordinated, and dispatched to satisfy the required deadlines, maximize utilization, and minimize cost.
• Collaborate with Demand Planning &Logistics and Sales department to fulfill customer demands and maximize orders volume

Administration:

• Administer customer account data. Update master data as appropriate, ensuring accurate specific information. Provide ongoing support as requested by the team leader or manager.

Evaluate external customer satisfaction:

• Define and implement improvement activities based on these results.