Job Description
Position Purpose
Reporting to the Customer Contact Supervisor, the successful applicant will provide a support service for customers in the area. This role is integral as it is the first point of contact for the customer. This role is to assist CHEP in building and maintain solid relationships with the customer base.
Major/Key Accountabilities
Responsibilities include:
- Maintaining a strong relationship with the customer through query resolution and proactive identification of potential issues
- Customer account reconciliations
- Arrange Telephonically collection of Pallets from customers
- Manage EMS customer balances
- Working on site and Scheduling calls and providing feedback and corrective recommendations to the customer and Business Manager
- Identification and Investigation of credit equipment balances
- Analysis and resolution of suspended movements
- Investigate and resolve queries from the business & customers
- Follow up with customer and business to ensure the recommendations are adhered
- Accurate processing of client requests on Siebel
- Electronic System Support to local client base
- Manage the helpdesk function (if applicable)
- General office administration such as switchboard, filing and other duties
- Participate in Team Projects
- Serve as backup for TEMS and other staff within the team
- Assist in any other task as delegated by management.
Measures
Customer Satisfaction – Internal and External
Tasks are completed as per the SLA
Scope
Support service for customers and the business in Africa.
Authority/ Decision Making
Decisions supporting the resolution of customer queries and investigations
Decisions to make recommendations to customers
Challenges
- Working under pressure
- Working in a team
- Deadline Driven – Strict SLA’s
Key contacts
Internal
External
Customer Relationship Managers, Business Managers, CCT Nationally
Customer Equipment Controllers & Management
Qualifications
Matric & a Diploma Essential. Preferably studying towards a business related degree.
Manual Drivers Licence
Experience
3-5 years Basic Accounts & Reconciliation, including general office duties
3 years Customer Service Experience
Skills and Knowledge
Analytical Skills
Excellent communication skills at all levels
Knowledge of Siebel, Portfolio and EDI would be an advantage; proficiency in Word & Excel is preferable.
Team Players who are systematic, accurate, patient, non-aggressive and service orientated will be the best suited to handle this position.
Languages
Required
Desirable
English
Zulu and Afrikaans
Competency Success Profile
Critical Competencies for Performance
Ensure each of the five Brambles Competency Clusters is represented in the profile
There should be no more than 10 competencies in the Success Profile
Performance Cluster
Competencies
FYI
Chapter
Required
Team
Developing Direct Reports & Others
19
Motivating Others
36
Building Effective Teams
60
Managing Vision & Purpose
65
Interaction
Interpersonal Savvy
31
Learning on the Fly
32
Managerial Courage
34
Organisational Agility
38
Customer
Customer Focus
15
Listening
33
Understanding Others
64
Integrity & Trust
29
Performance
Priority Setting
50
Drive for Results
53
Decision Quality
17
Functional / Technical Skills
24
Strategy
Business Acumen
5
Innovation Management
28
Strategic Agility
58
Dealing With Ambiguity
2
Preferred Education
High School
Preferred Level of Work Experience
3 – 5 years
We are an Equal Opportunity Employer and we are committed to developing a diverse workforce in which everyone is treated fairly, with respect, and has the opportunity to contribute to business success while realizing his or her potential. This means harnessing the unique skills and experience that each individual brings and we do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state, or local protected class.
Individuals fraudulently misrepresenting themselves as Brambles or CHEP representatives have scheduled interviews and offered fraudulent employment opportunities with the intent to commit identity theft or solicit money. Brambles and CHEP never conduct interviews via online chat or request money as a term of employment. If you have a question as to the legitimacy of an interview or job offer, please contact us at [email protected].