Customer Services Administrator
Sappi - Johannesburg, Gauteng
Sappi Southern Africa
Head Office - Rosebank Johannesburg
Customer Services Administrator ( HRL 14 )
Sappi Southern Africa requires a Customer Services Administrator to be the customers’ first line of contact on all managed customer accounts in all aspects from the booking of orders, stock inquiries to the issuing of the delivery instructions, coordinate of transporters arrivals (track & trace) for several business portfolios to promote an excellent customer experience.
This role reports into the: Orderflow Manager
The main responsibilities of this job are:
Receive and follow-up on customer orders and review the orders placed by peers to reduce booking errors.
Ensure that bookings, confirmation, amendment and cancellation of sales orders is actioned on SAP.
Maintain the order book with regards to finalising balances and changing of orders to different machine and warehouse locations.
Actively flag sales orders as per customer demand with customer delivery requirements on a daily and weekly basis.
Continuously review credit limit availability for planned orders to be delivered and negotiate with customers to take stock on hand.
Communicate customer offloading constraint to the business in order to manage customer expectations.
Negotiate and coordinate average lead times of planned loads to maintained scheduled deliveries for on-time arrival.
Utilise Track & Trace system to monitor timeliness of deliver and provide vehicle locations to customers
Review and verify pricing requests to Central Business and provide support to sales portfolio, Sappi Mills and Supply Chain departments.
Identify and sell stock from surplus stock, other customer matched stock, over makes, offering deckle, sub-standard and broke stock to customers.
Understand customer requirements / expectations and resolve issues that may arise.
Plan and manage customer call-off constraints and allocate stock to customers that can accept delivery and has available credit limit
Update customers with making plans and inform them of any changes:
Inform customers that their priority orders will be delayed and manage customer expectations
Attend to unexpected urgencies
General: advise of machine breakdowns, production delays & non/short made orders
Manage planned loads that comes directly from the next making
Offer alternatives to customer by redistributing current stock
Provide customers with Certificate of Compliance (COC), invoices and proof of deliveries (POD’s) as and when required.
Regularly communicate with customers regarding order status reports /stock availability and effectively dealing with customer complaints in a professional manner.
Reconcile customer order book as per process agreed with customers by verifying information captured within the Sappi orderbook compared to the customer orderbook.
Liaise with customers regarding SLA’s for turnaround times, cut-off times, offloads and advise of any delays.
Review early warning of credit account issues to sales department
The ideal candidate should have:
3 years Customer Service experience with order capturing, tracking orders to meet customers’ demands within a manufacturing/technical environment (specifically on the outbound Supply chain)
2 years’ experience using SAP/APO, SAP DPE, SAP CSR, SCM and BW
Ability to prioritize and handle multiple responsibilities
Skilled in conflict resolution with the ability to proactively manage customer’s conflicts
Proficient in MS Office (i.e. Excel pivot tables)
Closing date: 27 January 2020
How to Apply? Please click on one of the buttons below. If you encounter any issue while applying contact your HR contact .
Feel free to visit our website for further information www.sappi.com
Sappi is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment
without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.
Should you not have been contacted within 14 days of the closing date of this advert, please consider your application unsuccessful.