STOCK PLANNER & CUSTOMER SERVICE REPRESENTATIVE

Job Description

The Stock Planner/Customer Service Representative, will act as a liaison to provide product/services information and resolve any emerging problems that our customers or suppliers might face. They will also be responsible for the stocks and planning of our brands, as well as be responsible for the organisation of the logistics of those brands.

If you are patient, empathetic, passionately communicative; know how to put yourself in your customers’ shoes; advocate for them when necessary;  and you find that problem-solving also comes naturally to you; with you being confident at troubleshooting and investigating, this is the perfect role for you.

The aim of this role is to ensure excellent service standards, respond efficiently to customer inquiries and maintain high levels of customer satisfaction. With a client and supplier focus, this role is key for the image and reputation of the company.

Responsibilities

• Manage stock levels and place orders with suppliers based on forecasts and calculations.
• Organisation of logistics. Goods in, goods out.
• Manage incoming calls with suppliers, customers or sales team.
• Generate sales leads
• Study sales & purchases to develop forecasts.
• Book material in and out
• Study of our brands and products to understand the needs of the customers.
• Proactively identify and assess customers’ needs to achieve customer satisfaction.
• Build sustainable relationships and trust with customer accounts through open and interactive communication.
• Provide accurate, valid and complete information by using the right methods/tools.
• Meet personal/customer service team sales targets and call handling quotas.
• Handle customer complaints and provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution.
• Keep records of customer interactions, process customer accounts and file documents.

Requirements

• Must have a high school diploma or equivalent.
• A bachelor’s degree is optional.
• Proven customer support experience.
• Experience working with individuals with complex needs.
• Experience with Microsoft Excel and Outlook.
• High level of computer literacy.
• Good level of Mathematics.
• Experience managing and controlling sales budgets is desirable.
• Experience with management of stock levels.
• Ability to calculate forecasts, price lists and sales reports.
• Track record of over-achieving quota.
• Excellent communication skills.
• Familiarity with CRM systems and practices.
• Customer orientation and ability to adapt/respond to different types of characters.
• Ability to be in contact with different departments of the company in order to increase the accuracy of the role.
• Ability to multi-task, prioritise, and manage time effectively.
• Professionalism, commitment and dedication is expected.