Job Description

About The Role The customer care agent is the key account contact of all day-to-day order management activities; from order entry to payment. The customer care agent is assigned a selected portfolio of accounts to allow for the Single Point of Contact concept. The customer care agent is essentially the internal voice of the customer and responsible for managing the relationship with internal departments. We are looking for an enthusiastic and self-motivated individual with a genuine passion and commitment to delivering outstanding Customer Service for both Local and Foreign Export Customers.

Key Responsibilities Include Managing orders and Supporting the customer from Order to Payment, including all details and needed backup for exportations or national distribution . Proactively managing and determining the appropriate method of communication, which is to be carried out in a professional business manner. Ensuring customers' requirements are understood, communicated appropriately and completed in a timely manner. Coordinating with Pricing and Sales to initiate contract discussions with customers to allow for orders to be processed right, first time. Managing back order process through utilization of reports and face to face conversations with relevant business individuals/teams. Log customer queries and complaints, ensuring follow through to conclusion is at a high standard, within required time frames. Demonstrating a conscientious approach and attention to detail through-out the order to cash process. Establishing and maintaining a productive working relationship with colleagues, customers and all internal departments. Following up closely with Production, Logistics and IMPEX to keep customer informed and maintain a good level of service and communication Demonstrating strong verbal and written communication skills both internally and externally, attending customer site visits, as required. Demonstrating ability to set priorities, managing workload with strong time management techniques and utilizing problem solving skills accordingly. Managing the customer care and ordering flow in the ERP Setting and following KPIs related to service level and customer satisfaction Conducting Customer satisfaction surveys along with other departments

About You License in trade or Logistics + 5 years experience in similar position, or Master's Degree in international trade/ logistics & supply chain 2+ years of experience within a customer service environment (preferably within the manufacturing industry). Good level of French and English both written and oral IT literate Experience with SAP/SAGE/Salesforce (desirable) Working knowledge of Google Mail (desirable). Exceptional customer focus and ability to build relationships. Ability to work effectively as a team player, in a collaborative and supportive manner. Build sustainable relationships of trust through open and interactive communication. Resilient and supportive to customers. Used to working in a high volume, fast paced, ever-changing environment. Self-motivated, flexible and able to adapt to change in circumstances. Excellent written and verbal communication skills. Ability to multitask, priorities and manage time effectively. Excellent problem-solving skills. Experience in Export orders management