Job Information
Vontier Customer Service Consultant in Johannesburg, South Africa
JOB TITLE: CUSTOMER SERVICE CONSULTANT
DEPARTMENT: CENTRE OF EXCELLENCE: CUSTOMER SERVICE
REPORTING TO : CUSTOMER SERVICE MANAGER
LOCATION: JOHANNESBURG SOUTH AFRICA
ADDITIONAL INFO:
PURPOSE OF POSITION
The Customer Service Assistant is tasked with to drive all the back-office activities necessary to receive, to process and confirm customers’ orders timely, for any customers within the MENA region especially Northwest Africa and for any customer buying Solution driven products offered for the Retails and Fuelling Solutions Industry. The role has the objective to maximize the efficiency in order intake and revenue for the given period and to match customers’ delivery time expectation and to improve or enhance our customer’s experience. He/She is also responsible to manage all outbound customs and trade issues and maintain all relevant customers’ data.
KEY RESPONSIBILITIES
Full understanding of international trade requirements especially within the Africa region
Assessing and processing orders with factories and customers
Evaluation of orders and get necessary approval like pricing, discount, shipping information, etc. before processing orders
Logging of all orders and tracking details of shipments in Sales Force
Co-ordinating with factories on production lead times and ensure order readiness
Attend calls with all factories to understand production issues and discuss ways to improve delivery times
Ensuring an appropriate order flow with the compliance to organizational policies
Co-ordinating with the finance department to resolve invoice and pricing issues
Monitoring and evaluation of all orders and sales processes as well as provide weekly reports to all customers
Management of the communication with the sales department and customers
Working with factory and customers for inspection processes to ensure smooth shipment
Check the accuracy of the shipping documents and work pro-actively to avoid any issues during custom clearance
File all documents on respective order folders and share the same with customers, sales, AR team when necessary
Work with factory / customer on Letter of Credits and provide necessary inputs
Co-ordinating with forwarders and customers on shipments deliveries
Logging, monitoring and evaluation of all order issues
Assistance to Sales teams in obtaining required proforma documents and related information as required
DELEGATION OF AUTHORITY
As per Board-approved DOA and as necessary for functions outside the DOA.
As delegated by the Managing Director, when necessary.
POSITION RELATIONSHIPS
Internal External
Head of Departments
Key Accounts Managers
Regional Sales Managers
Finance team
Factories
Suppliers
Customers
Freight agents
MEASURES OF PERFORMANCE (INDICATORS)
Leading: Customer Retention, Customer Satisfaction
Lagging: Revenue growth, On time response and delivery
PERSONAL QUALIFICATIONS & EXPERIENCE
Required
Education/ achievements
Degree in relevant field Equivalent Experience
Experience/ Knowledge
5-year customer service experience
Experience in Sales Management
Experience in Logistics and Supply Chain
Experience in International Trade
Knowledge of import/export carriers and customs matters.
Preferred
Customer service experience in a similar industry
Further studies to include Logistics and supply chain.
Further knowledge to includeInternational Trade
Experience on Sales Force an advantage
Specific Skills
Strong Excel dashboard and visual presentation skills
Significant attention to detail
Problem solving and decision-making skills.
Strong interpersonal and communication skills (Verbal & Written)
Strong teamwork attitude
Fuel Retail industry knowledge and experience
Extensive knowledge of internal MRP processes and infrastructure
Language Proficiency
English - Full Professional Proficiency
French – Full Professional Proficiency
Portuguese - Full Professional Proficiency
ROLE SPECIFIC COMPETENCIES & BEHAVIOURS
Competency Descriptors
Customer Obsessed
Solicits voice of the customer and drives actions to improve customer experience
Holds others accountable for meeting customer needs
Addresses gaps in the team’s ability to meet emerging customer needs
Continuously improves processes to be more aligned with the customers
Inspiring
Thinks beyond the day-to-day, taking a long-term, big-picture view of the business.
Clarifies the organization’s vision and strategy to the team, and ensures that efforts are prioritized to support them
Leads the team to pursue possibilities that will create sustainable value
Build extraordinary Teams
Nurtures and develops promising ideas through prototyping and experimentation
Challenges others to develop breakthrough solutions
Ensures that varied perspectives are included in the process of innovation
Encourages others to address challenges in new and better ways
Courageous
Builds energy and optimism in others in support of Our Shared Purpose
Communicates the vision of the organization in a way that others can relate to and buy into
Helps others envision a greater sense of what is possible for the organization’s future
Ensures that others understand how their efforts and contributions make a positive difference
Deliver results
Builds a cohesive team that drives the goals and success of the organization.
Communicates clear goals and roles to team members
Builds a team that has the right mix of skills and leverages the strengths of individual members
Celebrates team accomplishments
Adaptable
Coaches people on how to take a stand in the face of adversity when they believe in something
Confronts tough organizational issues and disagreements
Delivers difficult messages directly
Demonstrates the courage to say “no” when necessary
Innovative for Impact
Sets high expectations and leads others to achieve results through VBS
Leads others to persist despite setbacks or obstacles Creates a sense of urgency in the team to deliver on time, high quality results with an unwavering commitment to our values and standards of conduct
Drives a track record of continuous improvement and sustainability
Strategic
Leads experimentation to find the best solution
Shares lessons learned from both successes and failures
Creates opportunities for self and others to try new things
Applies the lessons from different experiences to new situations
Lead with VBS
Establish VBS credibility through demonstrating the ability to leading Kaizen events
Coaches leaders on how to use VBS to address business challenges and opportunities, including selecting the appropriate tool and how to apply to generate results
Builds VBS expertise of the team, establishing and growing capable VBSL support and
VBS Champion resources that can support the team
Willing to seek out subject matter experts in VBS in order to build capability within the organization
#LI-DC2
Gilbarco Veeder-Root represents the leading brands of solutions and technologies that provide convenience, control, and environmental integrity for retail fueling and adjacent markets. In 2002, the Gilbarco and Veeder-Root companies combined into one marketing brand, with distinctive and complementary business lines, services, and sales capabilities. Veeder-Root is the world's leading supplier of automatic tank gauging and fuel management systems and one of the few companies in the industry to design, manufacture and service its own products; supplying and integrating the broadest range of new and proven technologies to reduce cost of ownership, enhance environmental integrity, and improve performance and profitability for petroleum marketers and commercial fueling enterprises worldwide.
Vontier is a $3B global industrial technology company focused on smarter transportation and mobility. Our five operating companies—Gilbarco Veeder-Root, Global Traffic Technologies, Teletrac Navman, Matco Tools, and Hennessy Industries—are united by a powerful purpose: mobilizing the future to create a better world. Our portfolio of trusted brands includes market-leading expertise in mobility technologies, retail and commercial fueling, fleet management, telematics, vehicle diagnostics and repair, and smart cities. Vontier’s pioneering solutions advance safety, security, efficiency, and environmental compliance worldwide.
Energized by our shared purpose and values, we have a strong culture shaped by a deep organization-wide commitment to inclusion, diversity, and equity (ID&E) and corporate responsibility. Eight vibrant global employee resource groups serve as powerful focal points for connection, community, and advocacy, and we actively support community causes through Vontier Cares. We offer flexible remote and in-person, open-space work options.
The Vontier Business System (VBS), our engine for success and our competitive advantage, powers every aspect of our business performance through a continuous improvement mindset. As we look to the future, we will continue to evolve VBS to prepare our teams for new challenges and opportunities, and to stay on the forefront of changing technologies through fast iteration and focused experimentation. To learn more about us visit: www.vontier.com
The company in which you have expressed employment interest is a subsidiary or affiliate of Vontier Corporation. The subsidiary or affiliate is referred to as a Vontier Company. Vontier Corporation and all Vontier Companies are equal opportunity employers that evaluate qualified applicants without regard to race, color, national origin, religion, ancestry, sex (including pregnancy, childbirth and related medical conditions), age, marital status, disability, veteran status, citizenship status, sexual orientation, gender identity or expression, and other characteristics protected by law. The "EEO is the Law" poster is available at: http://www.dol.gov/ofccp/regs/compliance/posters/pdf/eeopost.pdf. Individuals who need a reasonable accommodation because of a disability for any part of the employment process should call 1-833-399-0822 or e-mail applyassistance@vontier.com to request accommodation.