JOB PURPOSE/SUMMARY.
Professionally greets all walk in and over the telephone customers and provide the highest level of customer service whilst identifying their needs.
The position holder must be familiar with the Company’s Dealer Management System (CDK.) as well as the various Electronic Parts Catalogue (EPC.)
There is to be no deviation from established practice/guidelines as the position holder performs the role.
Heavy emphasis is placed on strict adherence to the Company's operating and administrative guidelines governing the portfolio and the Company’s Health, Safety, Security and Environment System (HSSE.)
DUTIES AND RESPONSIBILITIES.
Logs in upon arrival for work, using the automated Bio Metric machine. (Finger printing machine.) and be at the designated work station at 7:45 a.m.
Attend to all walk in as well as call in customers and immediately assist in identifying their needs.
Obtain all relevant information from customers to enable easy and accurate identification of the requested item/s via the Electronic Parts Catalogue (EPC.)
Advise the customer on the availability of the requested part/s after physically verifying its presence in the Company’s inventory.
Immediately enters all lost sales into CDK.
Receive Special Order Request (SOR’s) and advise customers on their estimated time of arrival via e- mail, WhatsApp or telephone.
Retrieve the requested item in keeping with established guidelines (example, entering the request into CDK and generating a pick ticket.)
Examine the requested item to ensure that it meets the customer’s requirements and that it is not tampered with or damaged. Immediately raise red flag issues to the Spare Parts Manager/Assistant Manager.
Sign the issuing Counter Log Book for the receipt of the item.
Seek approval from the Credit Department for charge account customers before the transaction is started.
Effect sales with strict adherence to operating guidelines including the preparation/processing of invoices, ensuring that the part/s corresponds to the generated pick ticket and the quantities are in keeping with the customer’s request.
Keep within the Company’s stipulated selling and discount range and seek approval and authorization from the Spare Parts Manager/Senior Spare Parts Manager before offering further discounts to customers.
Immediately submit all instances of further approved discounted invoices outside the Company’s stipulated range to the Spare Parts Manager for signature and filing.
Submit all cashiered invoices/approved charged invoices to the Counter Supervisor for delivery of spare parts to customers.
Keep current at all times a list noting customer/s who have requested spare parts and other items to be held in the control rooms for Forty Eight (48) hours. This list can be requested from the Counter Supervisor at any time during the business day.
Communicate/advises the Spare Parts Manager/Assistant Manager in all instances when requested spare parts and other items have been held over the established guideline of Forty Eight (48) hours.
Refer immediately, all spare parts returned by customers, to the Counter Supervisor.
Process all information on the customer inquiry form and return to the Counter Supervisor/Customer Service Representative within Thirty (30) minutes of receipt of the form.
Raise any concern with the customer inquiry form with the Counter Supervisor.
Adhere HSSE requirements including all COVID 19 protocols.
Prepare reports.
Perform other duties as may be assigned from time to time.
Logs out at the end of the business day, using the automated Bio Metric Machine. (Finger printing machine.)
QUALIFICATIONS AND EXPERIENCE.
Minimum of Five (5) CXC passes including English Language.
Minimum of Three (3) years working experience in a customer service environment.
Working knowledge of Microsoft Word and Excel.
Certificate in Customer Relationship Management is a definite asset.
Certificate in Telephone etiquette is a definite asset.
Certificate in Sales Management is a definite asset.
