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Aug 16

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Customer Service – Export Controller – JHB

Customer Service – Export Controller – JHB

Communicating With Customers
As the most frequent point of contact between a customer and Croda, to ensure that Customer orders are promptly and efficiently processed through to fulfilment in accordance, as far as possible, with the customer’s requests

Co-ordinating the activities of all departments (Supply Chain, Accounts, Sales, Warehouse and Transport) involved in the order fulfilment process

Ensuring the order is accurately entered in the SAP system/relevant IT business system and progressed

Providing timely and accurate information about the order to the customer

Checking product availability and liaising with factories to ensure fulfilment of the order on the customer’s required delivery date

Creatively identifying possible solutions in the event of insufficient product availability

Ensuring compliance with Croda’s credit control policy
Promptly, firmly but politely informing customers of any credit or account issues that are preventing acceptance or progression of an order

Keeping customers informed of any changes in the timing of their orders due to production or other problems

Helping to reduce slow moving stock and working capital by regularly reviewing concessionable stock and offering this stock to suitable customers

Helping to maximise revenue collection by regularly reviewing blocked and out-standing orders

Supporting improvement of the order fulfilment process by raising issues and contributing suggestions at Team and Department meetings

Promptly dealing with any complaints a customer may raise
A primary duty for the Export Controller would be that they work as customer service representative in the exporting industry they will be required to communicate with customers telephonically and by email.

During these communications, they will be required to address requests, questions and concerns, making every attempt to resolve the customer’s needs as fully and quickly as possible.
Typical communications may include customers calling to place an order or checking on the status of an existing order, preparing delivery for items.
They are required to handle these contacts in a friendly manner while maintaining professionalism at all times.

Arranging Product Shipments
The successful candidate will need to assist customers with the order process and provide the most current shipping status on existing orders.

They are to communicate with shipping companies regarding estimated delivery times, causes for delays, the tracking of orders and updating of customers.

They are required to know export documentation when preparing customer orders which include and are not limited to the following: Quotations / Proforma Invoices / Commercial Invoices / Packing List, Letter of Credits (Accepting these reviewing and requesting amendments when necessary) these are a few mentioned however are not limited.

Documentation can either be system generated or manually done depending on the requirements of the export order.

Attention to detail is highly required and is not negotiable to the role, therefore the successful candidate will need to ensure they are quite particular in there job.

Resolving Customer Grievances
Another primary duty will be to maintain customer loyalty and confidence in Croda.

They are required to demonstrate the ability to multitask and be able to maintain composure and professionalism at all times. This skill is particularly important when faced with an angry or challenging customer. Successfully engaging customers by ensuring their issue will be resolved as completely and quickly as possible often helps retain loyalty and prevent the customer from going elsewhere for products and services. It is preferred that they are able to handle issues on the first point of contact with a customer. But if further investigation is necessary, they are required to keep customers updated on the status of an issue until the problem is resolved.

Requirements:
Grade 12 and export qualification
Related customer service and export knowledge and experience is a must
Attention to detail
Export documentation knowledge and experience
Outgoing bubbly personality who will add value to the team
Dynamic, efficient, team player
SAP and Pastel is an advantage – or exposure to Syspro system

Type: permanent role with a strict 3 month probation period

Salary Expectation confirmed: TBC in interview or upon receipt of successful candidates Additional benefits: Medical aid (Discovery Health 50% contribution both parties), pension (10% employer, 7.5% employee)

Computer literate: Intermediate/Advanced level in MS Outlook, Word and Excel

Accounting Package: SAP ECC6 and Pastel Partner V17 (ideally we would prefer if they have past experience on SAP and Pastel, but is not essential as training will be provided) (The Pastel Partner will be used for one of the other sectors of our business, this programme is used possibly +/- 5 times a month so limited time is spent on this programme)

Experience: 4 – 8 years. Age bracket of 25 – 40 years. Must have prior experience in this type of position.
Availability: ASAP preferably but if we have the right candidate we are willing to wait for them to work their notice period.

Interested partied to send their cvs to carmen.herbert@croda.com

Permanent link to this article: http://www.coschem.co.za/2018/08/16/customer-service-export-controller-jhb/