JOB TITLE: CUSTOMER SERVICE CONSULTANT

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DEPARTMENT: CENTRE OF EXCELLENCE: CUSTOMER SERVICE

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REPORTING TO: CUSTOMER SERVICE MANAGER

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LOCATION: JOHANNESBURG SOUTH AFRICA

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ADDITIONAL INFO:

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PURPOSE OF POSITION

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The Customer Service Assistant is tasked with to drive all the back-office activities necessary to receive, to process and confirm customers’ orders timely, for any customers within the MENA region especially Northwest Africa and for any customer buying Solution driven products offered for the Retails and Fuelling Solutions Industry. The role has the objective to maximize the efficiency in order intake and revenue for the given period and to match customers’ delivery time expectation and to improve or enhance our customer’s experience. He/She is also responsible to manage all outbound customs and trade issues and maintain all relevant customers’ data.

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KEY RESPONSIBILITIES

\n\nFull understanding of international trade requirements especially within the Africa region\nAssessing and processing orders with factories and customers\nEvaluation of orders and get necessary approval like pricing, discount, shipping information, etc. before processing orders\nLogging of all orders and tracking details of shipments in Sales Force\nCo-ordinating with factories on production lead times and ensure order readiness\nAttend calls with all factories to understand production issues and discuss ways to improve delivery times \nEnsuring an appropriate order flow with the compliance to organizational policies\nCo-ordinating with the finance department to resolve invoice and pricing issues\nMonitoring and evaluation of all orders and sales processes as well as provide weekly reports to all customers\nManagement of the communication with the sales department and customers\nWorking with factory and customers for inspection processes to ensure smooth shipment\nCheck the accuracy of the shipping documents and work pro-actively to avoid any issues during custom clearance\nFile all documents on respective order folders and share the same with customers, sales, AR team when necessary\nWork with factory / customer on Letter of Credits and provide necessary inputs\nCo-ordinating with forwarders and customers on shipments deliveries\nLogging, monitoring and evaluation of all order issues\nAssistance to Sales teams in obtaining required proforma documents and related information as required\n\n

DELEGATION OF AUTHORITY

\n\nAs per Board-approved DOA and as necessary for functions outside the DOA. \nAs delegated by the Managing Director, when necessary.\n\n

POSITION RELATIONSHIPS

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Internal External

\n\nHead of Departments\nKey Accounts Managers\nRegional Sales Managers\nFinance team\nFactories\nSuppliers\nCustomers\nFreight agents\n\n

MEASURES OF PERFORMANCE (INDICATORS)

\n\nLeading: Customer Retention, Customer Satisfaction\nLagging: Revenue growth, On time response and delivery\n

PERSONAL QUALIFICATIONS & EXPERIENCE

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Required 

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Education/achievements

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Degree in relevant field Equivalent Experience

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Experience/Knowledge

\n\n5-year customer service experience \nExperience in Sales Management\nExperience in Logistics and Supply Chain\nExperience in International Trade\nKnowledge of import/export carriers and customs matters.\n\n

Preferred 

\n\nCustomer service experience in a similar industry\nFurther studies to include Logistics and supply chain.\nFurther knowledge to includeInternational Trade\nExperience on Sales Force an advantage\n\n

Specific Skills

\n\nStrong Excel dashboard and visual presentation skills\nSignificant attention to detail\nProblem solving and decision-making skills.\nStrong interpersonal and communication skills (Verbal & Written)\nStrong teamwork attitude\nFuel Retail industry knowledge and experience\nExtensive knowledge of internal MRP processes and infrastructure\n\n

Language Proficiency

\n\nEnglish - Full Professional Proficiency\nFrench – Full Professional Proficiency\nPortuguese - Full Professional Proficiency\n\n

ROLE SPECIFIC COMPETENCIES & BEHAVIOURS

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Competency Descriptors

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Customer Obsessed

\n\nSolicits voice of the customer and drives actions to improve customer experience\nHolds others accountable for meeting customer needs\nAddresses gaps in the team’s ability to meet emerging customer needs\nContinuously improves processes to be more aligned with the customers\n\n

Inspiring

\n\nThinks beyond the day-to-day, taking a long-term, big-picture view of the business.\nClarifies the organization’s vision and strategy to the team, and ensures that efforts are prioritized to support them\nLeads the team to pursue possibilities that will create sustainable value\n\n

Build extraordinary Teams

\n\nNurtures and develops promising ideas through prototyping and experimentation\nChallenges others to develop breakthrough solutions\nEnsures that varied perspectives are included in the process of innovation\nEncourages others to address challenges in new and better ways\n\n

Courageous

\n\nBuilds energy and optimism in others in support of Our Shared Purpose\nCommunicates the vision of the organization in a way that others can relate to and buy into\nHelps others envision a greater sense of what is possible for the organization’s future\nEnsures that others understand how their efforts and contributions make a positive difference\n\n

Deliver results

\n\nBuilds a cohesive team that drives the goals and success of the organization.\nCommunicates clear goals and roles to team members\nBuilds a team that has the right mix of skills and leverages the strengths of individual members\nCelebrates team accomplishments\n\n

Adaptable

\n\nCoaches people on how to take a stand in the face of adversity when they believe in something\nConfronts tough organizational issues and disagreements\nDelivers difficult messages directly\nDemonstrates the courage to say “no” when necessary\n\n

Innovative for Impact

\n\nSets high expectations and leads others to achieve results through VBS\nLeads others to persist despite setbacks or obstacles Creates a sense of urgency in the team to deliver on time, high quality results with an unwavering commitment to our values and standards of conduct\nDrives a track record of continuous improvement and sustainability\n\n

Strategic

\n\nLeads experimentation to find the best solution\nShares lessons learned from both successes and failures\nCreates opportunities for self and others to try new things\nApplies the lessons from different experiences to new situations\n\n

Lead with VBS

\n\nEstablish VBS credibility through demonstrating the ability to leading Kaizen events\nCoaches leaders on how to use VBS to address business challenges and opportunities, including selecting the appropriate tool and how to apply to generate results\nBuilds VBS expertise of the team, establishing and growing capable VBSL support and\nVBS Champion resources that can support the team\nWilling to seek out subject matter experts in VBS in order to build capability within the organization\n#LI-DC2\n

Gilbarco Veeder-Root represents the leading brands of solutions and technologies that provide convenience, control, and environmental integrity for retail fueling and adjacent markets. In 2002, the Gilbarco and Veeder-Root companies combined into one marketing brand, with distinctive and complementary business lines, services, and sales capabilities. Veeder-Root is the world's leading supplier of automatic tank gauging and fuel management systems and one of the few companies in the industry to design, manufacture and service its own products; supplying and integrating the broadest range of new and proven technologies to reduce cost of ownership, enhance environmental integrity, and improve performance and profitability for petroleum marketers and commercial fueling enterprises worldwide.

Vontier is a $3B global industrial technology company focused on smarter transportation and mobility. Our five operating companies—Gilbarco Veeder-Root, Global Traffic Technologies, Teletrac Navman, Matco Tools, and Hennessy Industries—are united by a powerful purpose: mobilizing the future to create a better world. Our portfolio of trusted brands includes market-leading expertise in mobility technologies, retail and commercial fueling, fleet management, telematics, vehicle diagnostics and repair, and smart cities. Vontier’s pioneering solutions advance safety, security, efficiency, and environmental compliance worldwide.

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Energized by our shared purpose and values, we have a strong culture shaped by a deep organization-wide commitment to inclusion, diversity, and equity (ID&E) and corporate responsibility. Eight vibrant global employee resource groups serve as powerful focal points for connection, community, and advocacy, and we actively support community causes through Vontier Cares. We offer flexible remote and in-person, open-space work options.

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The Vontier Business System (VBS), our engine for success and our competitive advantage, powers every aspect of our business performance through a continuous improvement mindset. As we look to the future, we will continue to evolve VBS to prepare our teams for new challenges and opportunities, and to stay on the forefront of changing technologies through fast iteration and focused experimentation. To learn more about us visit: www.vontier.com