Customer Service & Order Processing Officer at Rose Avenue Group

Our Client, a well-established group in agricultural services in the region, are seeking to hire a Customer Service & Order Processing Officer. The overall job responsibility will be; to oversee the customer service division and to manage a team of Customer Service Representatives and Clerks by leading and motivating them, to listen and take ownership of customer’s requirements and issues, by following problems through to resolution, with the goal to increase customer satisfaction, loyalty and retention and to meet and exceed their expectations. Liaise with Warehouse Officers in managing stock inventory, source for and place orders with the local suppliers.

Job Responsibilities:

• Manage and maintain orderly workflow according to priorities within the customer service division
• Oversee and manage correct interpretation and prompt issuing of all quotations to customers
• Oversee and manage receiving of LPO’s, converting them to Sales Orders, Delivery Notes and Invoices
• Liaise with stores and/or EPICOR regarding identification, verification and availability of items
• Answer customer questions and complaints, and resolving problems
• Monitor and follow up on the progress of ordered items and regularly inform customers accordingly
• Keep accurate records and documenting customer service actions and discussions
• Improve customer service experience and create engaged customers
• Develop, maintain, update and enforce standard operating procedures (SOP’s)
• Manage discipline, leave and overtime of staff in accordance with company policy
• Provide constructive and timely assistance regarding KPI’s and performance evaluations of staff 
• Train and develop staff according to company and personal development needs
• Process export documentation of Greenhouse and Irrigation items to neighboring countries
• Purchase goods such as irrigation materials and greenhouse and ensure their timely delivery
• Generate local purchase orders and sent them out to the appropriate suppliers in a timely fashion while handling any discrepancies that may arise.
• Negotiate the best deal for pricing and terms and conditions for supply contracts.
• Act as a relieve person for Quoting and Invoicing staff when required.

Key Performance Areas

• Ensure timely issuing of quotes, sales orders, delivery notes, invoices and other related documentation
• Ensure upkeep of all work related sheets: Open Quotes, Open LPO’s and Open Orders/Deliveries/Shipments
• Ensure timely feedback to customers on quotation expectations and delivery of orders
• Ensure effective and efficient communication between colleagues, management and different departments
• Ensure customer satisfaction by going the extra mile

Requirements:

• Bachelor's degree in Business Administration or related field
• Proven working experience as an Order Processing/Customer Service Manager, Retail Manager
• 5 years’ experience in providing customer service support/order processing services and managing a similar team
• Customer service training courses successfully completed will be an added advantage
• Proficiency in English
• Excellent verbal and written communication skills
• Excellent interpersonal, customer service and people skills
• Excellent organizational skills and attention to detail
• Excellent time management skills with a proven ability to meet deadlines.
• Strong analytical and problem-solving skills
• Ability to prioritize tasks and to delegate them when appropriate
• Ability to think strategically and strong leadership skills
• Strong client-facing and communication skills
• Customer service orientation and multi-tasking skills
• Excellent knowledge of management methods and techniques
• Ability to lead others in the workplace with empathy for their needs
• Ability to maintain a positive attitude and willingness to serve customers at all times
• Working knowledge of customer service software, databases and tools
• Awareness of industry’s latest technology trends and applications
• Proficient with Microsoft Office Suite or related software
• Able to maintain prolonged periods of working on a computer and attending to customer requests
• Ability to handle difficult and demanding customers
• Ability to function well in a high-paced and at times stressful environment
• Ability to manage extra workload of colleagues when required to act as relieve person.