Customer Service Advisor

6 Days Old

Context & Environment

Demonstrate a good product knowledge for each channel and individual customers
Understand the customers business, order patterns, requirements and needs
Excellent communication skills with an ability to deal with small independent businesses and largemultinational organisations
Work as part of a disciplined channel and customer service team delivering results in relation to volume growth and GMVC
Demonstrate a good working knowledge of CRM systems (Salsa) and an ability to use the tool to enhance sales and drive growth

Activities

Provide excellent customer support through liaison with the customer, third party suppliers, SM's, ABM's and other departments
Answering direct calls from customers in a prescribed timeframe and delivering service and support for the customer
Advise customers on threshold levels for bulk deliveries by analysing and monitoring the signalman sites
Providing existing and prospective customers with price information on request
Process applications / accounts for Customers
Liaise daily with Sales Managers and Area Business Managers on all aspects of customer service for specific customers in each channel
Deliver the customer service element of the channel strategy set out in the specific business channel KPI's
Help to maintain customer accounts in CRM (Salsa)
Calling existing customers to secure orders to meet or exceed required targets
Control aged debt by using Business Planning reports to follow up payment of outstanding invoices.
Provide feedback on KPI's for each channel in relation to sales targets, quotations, order placing, aged debt, DSO
Record and gather information in relation to customer complaints ensuring all information is correctly logged. Assist in investigations to close out complaints
Raise credit / debit notes as directed

Candidate Profile

Additional Information

TotalEnergies values diversity, promotes individual growth and offers equal opportunity careers.

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