Customer Service Agent at Tate & Lyle

Role purpose:

The purpose of this role is to process orders from our customers based in SEA and complete direct orders from our customers in SEA region as well as other activities are carried out in a safe and efficient manner while being the back-up Customer Service function for SEA region.

Key Accountabilities:

Responsible for the process from orders receipt till the order is fully and on time delivered at the customer:

• Check that orders are in line with the sales contract/quotation
• Create price condition if needed
• Release the contract if needed
• Send order confirmation to the customer
• Follow up the shipment status and informing a customer in case of delay or changes of delivery dates
• Follow up allocations
• Agree with customers on delivery dates, hours and place and work with supply chain offices to meet the customer requirements, within T&L rules
• Follow first delivery care procedure if applicable
• Close cooperation with any other teams related to the operations: Sales Account Managers, Supply Chain, Logistics, Product Managers, Billing and Credit Control department etc.
• Regular update of sales order text notes and CMIR (if applicable)
• processes customers complaints/claims according to T&L procedures, cooperate with different departments of the company to manage customers’ complaints
• Follow up a billing tracker and a dispute report and take necessary actions to solve open issues ASAP
• Complete/ update regularly customer specific list with all details needed (contact, special requirements etc.)
• Share all relevant technical, quality, transport etc. documents/certificates
• Keep active and permanent contact with customers – on phone, in written
• Follow T&L health & safety procedures, attend safety and all other compulsory trainings
• Assists and substitute his/her colleagues as a backup according to internal rules
• Mentor/ give direction to new team members and provide a training on best practices
• Act as a GEA Champion if assigned to a GEA customer
• Improve and develop daily operations/strategies/procedures
• Facilitate / participate or take a lead in problem solving initiatives or escalate them to appropriate stakeholders or channels
• Analyse and manage complex information
• Make necessary decisions with confidence
• Prepare and present various reports and take part at meetings and conf calls upon the request
• Be the gatekeeper for TMEA Allocation order process (based on Regional Sales Director instructions)
• Assist management in ensuring performance goals are met
• Prepare / update work instructions; process documentation when needed
• Any other adhoc customer service-related duties as delegated by CSC Manager
• Meet customers and extend courtesy, strengthen relationships when the possibility of meeting them in person in trade shows, or in their premises with the collaboration with Sales and Technical.

JOB ALERTS: Click Here to Join Our Jobs in Africa Telegram Group

Skills and experience required:

• SAP experience (preferable)
• Strong knowledge of Excel
• Must be professional, highly analytical, and possess excellent communication skills
• Attention to detail and problem-solving
• Pro-active, decisiveness and action orientated
• Leadership, self-starter and time management
• Ability to work under pressure.
• Deadline driven.
• English – Read, write and speak well.
• Understanding of basic financial principles.
• Trustworthy, Honest, Enthusiastic and Behave with Integrity
• 3-5years’ experience in similar roles
• Capability to multitask in a fast-paced environment
• Excellent written and verbal communication skills

Tate & Lyle is an equal opportunity employer, committed to the strength of an inclusive workforce.

Location :Johannesburg, Gauteng

Closing Date :4th January, 2021

HOW TO APPLY

Click Here to Submit your CV and Application on Company Website