JOB DESCRIPTION

 Main Purpose of the Job

The Customer Service Administrative Assistant is responsible for managing a wide range of front-facing customer service and administrative functions. The role involves assisting customers with enquiries and complaints, providing accurate information on products and services, processing sales orders, preparing correspondence, and ensuring customer needs are met efficiently. The objective is to achieve a high level of customer satisfaction for both internal and external stakeholders.

Throughout all interactions, the Customer Service Administrative Assistant is expected to maintain a high standard of professionalism, add value, and always represent the organization positively.

Responsibilities and Duties

• Answer incoming customer calls related to sales orders, product issues, service enquiries, and general concerns.
• Maintain a high level of professionalism and build positive rapport with customers.
• Verify customer information in the customer service database during and after each interaction and communicate any updates to the Sales Manager.
• Record and log customer complaints accurately and refer them to the Sales Manager for resolution and guidance.
• Process sales order entries, invoicing, and delivery notes, ensuring all documentation is accurate, complete, and properly authorized (pricing, particulars, and delivery location).
• Stay informed on new product launches, innovations, changing customer needs, and purchasing trends.
• File and securely maintain all customer service documentation, including Credit Notebooks, invoices, goods return, and Drivers’ Daily Distribution Reports.
• Ensure all files removed from the filing room are properly logged out and returned accordingly.
• Verify standing orders with Sales Representatives prior to processing.
• Conduct telemarketing calls as assigned.
• Maintain up-to-date knowledge of DFC/CCL customer pricing structures and special arrangements, particularly for invoicing purposes.
• Monitor back-order reports and liaise with Sales Representatives and the Customer Service Officer to take appropriate action.