Customer Service Coordinator Abbott

Data Capturing

• Ensure that all orders are captured onto data sheet (orders tracker)

Order Handling & Distribution

• Receives orders via Internet, fax or mail, and distribute amongst the team to ensure captured within the order cut off SLA.
• First response handling (to ensure instruction has been actioned)
• To ensure all stages of the order process are captured accurately with reference to system data and times processed by order entry team on the data sheet adding necessary information. (If required).
• Enters the order, taking into consideration any special-order types or FOC codes. Specific customer requests. (If required).
• Follows up on Back Order Report daily with communication to customers using a template.
• Ensure contact details present for automatic order conformation.

Queries handling (Complaints)

• Receives customer complaints specific to order responsibility.
• Clear Back Order report received from customers.

Administrative Tasks

• Ensuring each order has relevant correspondence attached.

Call handling.

• Records all incoming calls from customers on the customer care line, ensuring follow-up with customer within 24 hours.
• Distributing workload within the team
• AD-HOC Department Requests
• Completion of tasks assigned of a general nature to assist the division achieving department goals including entering an order using ADOC system, taking into consideration any special-order types or FOC codes. Specific customer requests. (If required).

CUSTOMER FOCUS

• Making customer needs the primary focus of one’s actions.
• Actively seeks information to understand customers’ circumstances, problems, expectations, and needs.
• Shares information with customers to build their understanding of issues and capabilities.
• Builds rapport and co-operative relationships with customers.
• Considers how actions or plans will affect customers; responds quickly to meet customer needs and resolve problems; avoids over commitments.

Required Qualifications

• Tertiary qualification, preferably in Supply Chain, Logistics or related.
• NO experience is preferred- i.e the organization is seeking to hire newly graduated candidates.
• Must live in Johannesburg?.
• Excellent Communication skills.
• Basic skills in Microsoft Excel, Word and PowerPoint.
• Telephonic skills required.

Preferred Qualifications

• Able to speak, read and write English.
• Working within a team.
• Taking ownership
• Adherence to work and being available to ensure that client expectation is met.