Job Title: Customer Service Agent/Clerk

Location: Durban

Job Type: Ful-Time/Contract

Salary: Market Related

Job Summary:

One of Adcorp Blu’s valued clients is seeking a proactive and detail-oriented Customer Service Agent to manage inbound and outbound sales orders, ensuring smooth customer communication, accurate order processing, and efficient administration.

Inbound/Outbound Sales Order Processing:

• Capture customer orders accurately (products, quantities, dates) within required timelines.
• Confirm each order line and reference number with customers.
• Process add-on and JIT products before cut-off times.
• Record all activities in the CRM system; ensure no orders are missed by COB.
• Provide completed call lists to the Customer Care Facilitator for daily sign-off.

Administration & Protocol Compliance:

• Run and check VAO5, futuristic orders, duplications, completed call lists, and open activity reports daily.
• Notify customers of load exceptions, dropped stock, and rebook DSL/short deliveries.
• Maintain and update customer base, call lists, and activities continuously, reporting to superiors.
• Administer pick-up slips and ensure workstations and orders are organized daily.
• Inform Customer Care Facilitator of complaints logged by customers.

Communication:

• Communicate with depot staff regarding add-ons, special deliveries, and short/incorrect deliveries.
• Liaise with PSCs on stock-outs and amendments.
• Follow up on delivery queries, including delivery times, delays, and truck issues.
• Assist customer representatives with store queries and escalate problematic issues for resolution.

Team Coordination:

• Take ownership of tasks, demonstrating planning, prioritisation, and self-management.
• Maintain high quality and productivity standards.
• Communicate risks or missed deadlines and provide solutions.
• Support company core values and contribute to team development and training opportunities.
• Participate in performance appraisals and ensure targets are clear and achievable.

Key Performance Indicators (KPIs):

• Accuracy of inbound/outbound order capture
• Call volumes and customer interaction metrics
• Customer query and problem resolution
• Service level agreement attainment