Customer Service Coordinator

Oryx Gas South Africa (PTY) Limited • Full-time • Bryanston, ZA • 2d ago

Introduction

Oryx Energies is one of Africa's leading LPG distributors within the LPG Industry. We are a Swiss Multinational company with a leading footprint in Africa.

We are seeking an experienced and qualified Customer Services Coordiantor for our head office in Bryanston.

Duties & Responsibilities

Job Purpose:

The role will be mainly be responsible for Order Processing; Overall Customer Service Satisfaction and Sales Support. The incumbent will act as a champion in promoting and exercising Customer centricity and excellence. This role further requires extensive interaction with – and support to – all other OGSA departments, mainly Logistics, Operations (Depots), Commercial, Finance (Specifically AR), Technical, HSSEQ, as well as with external stakeholders (Customers).

Main Responsibilities:

Accurate capturing of orders onto the ERP system and send confirmation with reference numbers to customers. (Confirm empty cylinders to be returned by customers)
Amend and update orders accurately and timeously upon request by customer.
Conduct daily planning/stock allocation for next day’s Packed deliveries in conjunction with logistics department and respective Depots and Sales manager if required.
Communicate delivery date and quantities to be delivered to customers once confirmed, on the day order was placed. Move delivery dates where required and communicate new promise date to customers if changed.
Proactively contact customers for Purchase Orders for the new month where required.
Take ownership of customer queries/complaints/leads and resolve within set SLA, keeping customer informed throughout.
Logging of, and follow up on these items
Extensive liaison with other departments to close off items promptly – complaints must be closed off within 24hours (if possible).
Record new sales leads and forward information to respective Sales Manager.
Capture and send out pro-forma invoices to COD customers (and upon request). Following up on payment and converting pro-forma to order upon receipt of payment/proof of payment.
Retain accurate records of correspondence with customers – making notes of special arrangements and sensitive customers – handing over same to team-members if on leave.
Adherence to policies and procedures - uphold quality standards. (especially customer satisfaction/feedback)
Mitigate risk of false/fraudulent/incorrect/duplicate orders by analysing and monitoring orders placed.
Daily review of Out of KPI orders and follow-up with customers to clear/cancel orders where necessary.
Liaise with finance to release orders on hold (C1). Notify logistics immediately once released.
Analyse and close-off actions from the Customer Satisfaction Survey, and / or CSC related Non-conformances where applicable.
Weekly updating of Bulk forecast per SLA for following week’s anticipated demand.
Monthly Packed Cylinder Plan to be shared with all Depots, Sales Managers and Operations at least 10 days before upcoming month.
Daily monitoring and sending of telemetry reading to relevant stakeholders. If levels are low, prompt customers to place orders and communicate same to Logistics.
Consistently seek and communicate ways to improve customer satisfaction, add value and improve controls.

Additional Accountabilities:

Additional tasks that fall within the scope of the role as and when required.
Weekly/bi-weekly stand-by for after-hour/weekend service.
Overtime may be required at times due to operational requirements.
Assist with CSL projects/tasks and responsibilities where required, with products not limited to LPG and responsibilities not limited to Logistics.