SUMMARY:
The Senior Field Support & Queries Officer will play a key role in ensuring the efficient and accurate processing of distributor orders and transactions, while maintaining high levels of distributor satisfaction. The role involves handling distributor inquiries, resolving issues effectively, and ensuring compliance with company policies and standards related to orders and sales.
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Key Responsibilities:
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Order Processing: Receive and process distributor orders through various sources, ensuring timely and accurate order fulfilment.
Customer Inquiries: Handle all queries from distributors, couriers, and other departments, providing feedback within an hour and resolving issues within 8 hours.
DSO Adjustments: Accurately prepare and ensure approval of DSO adjustments.
Product and Service Information: Provide distributors with product and service details, ensuring they have the information they need.
Communication & Escalation: Communicate procedures, answer questions, and source information from relevant departments. Identify and escalate priority issues as needed.
Record Keeping: Maintain up-to-date Call Logs and Query Logs, generating reports when necessary.
Sales & Operations Support: Contribute to achieving sales and organizational goals, maintain quality results, and follow Companyâs standards and guidelines.
Flexibility: Work flexible hours to meet business needs, including weekends and extra hours for events or operations.
Account Balances: Validate account balances and assist distributors with fund usage.
Stock Returns & Pooling: Ensure all stock returns are reported and assist with product transfers and qualification orders.
General Office Duties: Assist with DC administration, monthly logs, and office tasks as required. Ensure a professional telephone answering protocol is followed.
Companyâs Events Support:
Assist with Companyâs events, including sales team meetings, conventions, and training events, ensuring availability for flexi hours.
Increased PV (Point Volume)
Enhanced customer satisfaction
Reduced business expenditure
Physical Demands & Work Environment:
Ability to talk, stand, walk, kneel, bend, pull, reach, and lift up to 20 pounds.
Sit for extended periods and operate office technology.
Moderate noise levels in the office environment.
Reasonable accommodations will be made for individuals with disabilities.
POSITION INFO:
Qualifications & Skills Required:
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Education: Grade 12 (Matric) essential; additional qualification an advantage.
Experience: Previous customer service experience required; administrative experience is an advantage.
Technical Skills:
Proficient in basic Excel, Word, and computer literacy.
Additional language skills are a plus.
Communication Skills:
Excellent verbal and written English.
Strong interpersonal and relationship-building skills.
Ability to adapt and manage time effectively.
Detail-oriented with excellent time management and organizational skills.
Dependable, conscientious, and emotionally mature.
Strong problem-solving and analytical abilities.
Ability to work under pressure and maintain stress tolerance.
Customer-focused with a team player mentality.
