BASIC FUNCTION / JOB PURPOSE
Customer Service Representative, or CSR, will be responsible to provide produ information and
resolve any emerging problems that our customer accounts might face with accuracy and efficiency. In
addition Processing of orders, prepare correspondences and fulfill customer needs to ensure customer
satisfaction
PRINCIPAL ACCOUNTABILITI DUTIES
Answers incoming customer calls regarding orders, invoicing issues, product problems, service questions and general customer concerns
Follow up with Planning, Production and finished goods to ensure customer delivery dates are met.
Receipt and processing of requests for price quotations, purchase orders, order changes, adjustments, and cancellations. Ensure all order entry details are as per customer Purchase orders
Resolve product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or
adjustment; following up to ensure resolution with speed and efficiency
Prepare Month reports by collecting and analyzing customer information.
Communicate courteously via telephone, email, letter and face to face
Handle customer complaints or any major concern with decorum and professionalism
Keep accurate records of discussions a correspondence with customers
Ensure all Standard Operating Procedures (SOP’s) are strictly adhered to, suchlike enquiry form, order entry process, customer complaint process, credit returns process, new job development
Facilitate the customer account ensuring to escalate any issue early to the Team Leader, providing factual data
Provide accurate data to account associate and customer alike
Comply On Time In Full (OTIF) measure in accordance with company directive
Keep work area clean and tidy, adhering to a clear desktop policy
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