Sales Operations Specialist

The role will be required to interact with customers both internal and external, also managing any orders that fall outside the normal Order Process from the BPO, resolving all discrepancies, moving customer purchase orders through the ERP system to be shipped & invoiced. The role will drive excellent pre invoice customer service by responding to requests and queries in a timely and professional manner. Working directly with the BPO Order Entry, Sales, Service Delivery, Finance, Purchasing and the warehouse representatives, and dealing directly with third party carriers, vendors and customers.

The role will require strong communication and problem solving skills, have good attention to detail and be experienced in order processing validation Strong proven experience of relationship building and understand the basics of excellent Pre Invoice Customer Service are essential.

DUTIES & RESPONSIBILITIES

Customer Service (Pre-Invoice)

* Respond to customer's requests promptly in a professional, polite and friendly manner

* Obtain and evaluate all relevant information to handle inquiries and complaints in a prioritized manner

* Build and maintain business relationship with customers, ensuring actions are processed promptly and accurately

* Dealing directly with customers either by telephone, electronically or face to face

* Direct requests and unresolved issues to the designated resource through the workflow tools

* Keep records of customer interactions, transactions, inquiries, comments and complaints

* Record details of actions taken, using workflow tools

* Manage administration

* Establish productive vendor relations to ensure quality of service to customers

* Own all order related issues to the satisfaction of the customer and the business

* Validate customer purchase orders & create internal sales orders, as required (Orders that fall outside the normal Order Process)

* Keep customers up-to-date with the status of their orders and any future product-related information

* Communicate and coordinate with internal departments such as Training, Marketing, Business Development, Purchasing, Sales, and Product Management to effectively support the customer

* Advise customers of delivery dates and product information, Liaise with Warehouse on dispatch issues and requests

* Follow up on customer interactions

Order/Stock Management

* Managing and requesting releasing of holds - VAT, Credit Rejection, Wrong Shipping codes, Margin holds, Promotion holds

* Finance queries and incident management/resolution with finance

* Backlog review and management (including running backlog reports)

* Managing and requesting creation of missing promotions (SBA's)

* Chasing missing configuration files from customers (if applicable)

* Daily/weekly POS checks and updates

* Virtual inventory management/Sales Liability Inventory (SLI) - Recycling stock on new orders to minimize charges to sales offices