Customer Care: Consignment customers at Epiroc

Main Responsibilities

• Measure and report on open order status in all consignments from Supply Chain weekly
• Address and report on underlying reasons for non-delivery of past due orders for consignment customers
• Record and address all customer complaints from consignment customers
• Identify and document corrective actions required to address service delivery challenges to consignment customers
• Analyse and validate reasons for breakdown orders from consignment customers
• Liaise and collaborate with Supply Chain and External Warehouse Planning Manager on initiatives aimed at improving on service delivery and stock optimisation for all consignment customers in ZAM CC and neighbouring countries
• Collaborate with Sales/Marketing on the implementation of initiatives aimed at improving customer experience for consignment customers
• Support role to External Warehouse and Planning Manager

Required Skills and Capabilities

• Degree in Business Management/Marketing
• Excellent understanding of customer order process and supply chain processes
• Excellent interpersonal skills to communicate with customers and internal support functions
• Excellent knowledge of Microsoft Office
• Must have high Emotional Intelligence
• Strong ability to problem solve and collaborate effectively with Sales & Marketing and Supply Chain teams
• Excellent verbal and written communication skills
• Goal-oriented focus with a customer service orientation
• Critical thinking ability – using reasoning and logic to resolve underlying service delivery issues
• Must be able to handle conflict and address customer complaints with speed and  professionalism
• Ability to manage time effectively
• Must have  good work ethic and demonstrate behaviours of respect, helpfulness and genuine passion towards building strong customer relationships