Customer Liaison Officer

Key Responsibilities

End-User Support

• Deliver a professional, efficient, and customer-focused service to internal and external customers.
• Respond promptly to customer queries via telephone and email.
• Resolve customer enquiries efficiently, aiming for first-time resolution wherever possible.
• Demonstrate a proactive, solution-driven approach to problem-solving.
• Build positive relationships with customers by providing knowledgeable, courteous, and timely assistance.
• Identify and resolve issues within the scope of the role while upholding company values.

Order Processing

• Contact customers according to the prescribed calling schedule.
• Receive and process customer orders accurately and efficiently.
• Liaise closely with Business Representatives to coordinate customer requirements.
• Verify customer account status, credit limits, and creditworthiness before processing orders.
• Confirm stock availability and communicate delivery expectations to customers.
• Capture customer orders accurately on SAP in accordance with company procedures.
• Generate invoices and release orders for warehouse processing and distribution.
• Communicate with the Warehouse, Distribution teams, and Logistics providers regarding unreleased or urgent orders.
• Coordinate and monitor special, late, and same-day deliveries.
• Keep customers informed of order progress and expected delivery times.

Claims Processing

• Process customer claims in accordance with company procedures.
• Generate claims, check-and-charge instructions, and stock rotation orders on SAP.
• Release claims and replacement orders for warehouse processing and distribution.
• Ensure all claims documentation is accurate, complete, and processed within required timeframes.
• Maintain accurate SAP records relating to claims and returns.

Service Support (Internal and External)

• Respond to logistics and customer service queries within agreed service levels.
• Handle ad hoc customer requests and provide quotations when required.
• Build and maintain strong working relationships with Warehouse, Distribution, Logistics, Business Representatives, and other internal departments.
• Resolve customer queries escalated by Business Representatives or other stakeholders.
• Support team members during periods of high workload.
• Demonstrate professionalism, integrity, and a customer-first approach when resolving issues.

Compliance

• Adhere to company policies, procedures, and internal controls.
• Identify and report operational risks to management.
• Promote compliance with applicable legislation and company standards.
• Support initiatives that minimise waste and improve operational efficiency.

Cost and Financial Control

• Support the responsible and efficient use of company resources.
• Monitor expenditure within the scope of the role.
• Report any budget deviations or unnecessary expenditure to management.
• Contribute to cost-saving initiatives while maintaining service excellence.

Requirements

Qualifications

• Certificate in Customer Service, Marketing, Exports, or a related field (NQF Level 5).

• Additional qualification in Business Administration, Customer Service, Supply Chain, or a related discipline.

Experience

• Up to three years' experience in Customer Service or as a Customer Liaison Officer within a manufacturing environment.
• Experience working with ERP systems and customer order processing will be advantageous.

Technical Skills

• Proficiency in Microsoft Office Suite.
• Working knowledge of SAP.
• Strong telephone and customer service etiquette.
• Accurate data capturing and administration skills.

Key Competencies

• Excellent customer service orientation.
• Strong verbal and written communication skills.
• Excellent interpersonal and relationship-building skills.
• Strong organisational and planning abilities.
• Attention to detail and high levels of accuracy.
• Analytical thinking and problem-solving skills.
• Ability to multitask and work under pressure.
• Proactive and action-oriented approach.
• Resilient, adaptable, and flexible.
• High level of integrity and professionalism.
• Ability to work effectively both independently and as part of a team.