Customer Services Administrator x2 - Sappi

Sappi Southern Africa requires a Customer Services Administrator to be the customers’ first line of contact on all managed customer accounts in all aspects from the booking of orders, and stock inquiries to the issuing of delivery instructions, coordinating transporters' arrivals (track & trace) for several business portfolios to promote an excellent customer experience.

This role reports to the Customer Services Supervisor.

The main responsibilities of this job are:

Order Administration

• Receive and follow up on customer orders and review the orders placed by peers to reduce booking errors.
• Ensure that bookings, confirmations, amendments and cancellations of sales orders are actioned on SAP.
• Maintain the order book regarding finalising balances and changing orders to different machine and warehouse locations.

Distribution Interaction

• Actively flag sales orders as per customer demand with customer delivery requirements on a daily and weekly basis.
• Continuously review credit limit availability for planned orders to be delivered and negotiate with customers to take stock on hand.
• Communicate customer offloading constraints to the business in order to manage customer expectations.
• Negotiate and coordinate average lead times of planned loads to maintain scheduled deliveries for on-time arrival.
• Utilise Track & Trace system to monitor the timeliness of deliver and provide vehicle locations to customers

Sales Support

• Review and verify pricing requests to Central Business and provide support to sales portfolio, Sappi Mills and Supply Chain departments.
• Identify and sell stock from surplus stock, other customer-matched stock, over makes, offering deckle, sub-standard and broke stock to customers.

Customer Interaction

• Understand customer requirements/expectations and resolve issues that may arise.
• Plan and manage customer call-off constraints and allocate stock to customers that can accept delivery and has available credit limit
• Update customers with making plans and inform them of any changes:
  • Inform customers that their priority orders will be delayed and manage customer expectations
  • Attend to unexpected urgencies
  • General: advise of machine breakdowns, production delays & non/short made orders
  • Manage planned loads that come directly from the next making
  • Offer alternatives to customers by redistributing current stock
• Provide customers with a Certificate of Compliance (COC), invoices and proof of deliveries (POD’s) as and when required.
• Regularly communicate with customers regarding order status reports /stock availability and effectively deal with customer complaints in a professional manner.
• Reconcile customer order book as per process agreed with customers by verifying information captured within the Sappi order book compared to the customer order book.
• Liaise with customers regarding SLAs for turnaround times, cut-off times, and offloads and advise of any delays.
• Review early warning of credit account issues to the sales department

The ideal candidate should have:

• Matric
• 3 years of Customer Service experience with order capturing and tracking orders to meet customers’ demands within a manufacturing/technical environment (specifically on the outbound Supply chain)
• 2 years experience using SAP/APO, SAP DPE, SAP CSR, SCM, BW and TM
• Ability to prioritize and handle multiple responsibilities
• Skilled in conflict resolution with the ability to proactively manage customer’s conflicts
• Proficient in MS Office (i.e. Excel pivot tables)