Purpose: The purpose of this role involves handling customer and account inquiries, processing sales orders, and ensuring smooth communication between customers, sales staff, and technical teams. This also includes order management, account administration, follow-up on stock shortages, pricing queries, and handling returns.

Responsibilities: ( Include, but not limited to):

• Respond to customer inquiries regarding product availability, pricing, and general information in a timely and professional manner.
• Handle inquiries related to customer accounts, including account status, order history, and any outstanding issues.
• Redirect technical support or sales-related inquiries to the appropriate teams, ensuring accurate and efficient resolution.
• Process sales orders, ensuring all order details are accurately captured and entered into the system.
• Provide customers with order confirmations, detailing the products ordered, quantities, and expected delivery times.
• Identify stock shortages and back orders, and initiate replenishment requests to maintain inventory levels and fulfill customer orders.
• Assist in sales at the counter, handling transactions and providing customers with product information.
• Process electronic data interchange (EDI) orders, ensuring accuracy and timely order fulfillment.
• Maintain a log of all customer calls, inquiries, and actions taken, ensuring proper tracking and follow-up.
• Monitor and follow up on open customer service tickets to ensure timely resolution.
• Manage account administration tasks, such as processing proof of delivery (POD) requests and handling invoice-related queries.
• Follow Up and Provide Feedback on Warranties: Liaise with customers and the technical team to track and resolve warranty-related issues, ensuring timely feedback and resolution.
• Monitor and follow up on return credits, ensuring the proper processing and resolution of customer return requests.
• Keep customers updated on the status of back orders, ensuring they are informed of expected fulfillment dates.
• Manage the pricing of third-party or buy-out parts, ensuring accurate and competitive pricing for customers.
• Ensure that all return credits are processed and followed up on promptly, keeping customers informed throughout the process.
• Address any pricing inquiries from customers, providing clarity and resolving discrepancies as needed.
• Process credit notes as necessary, ensuring they align with company policies and are issued in a timely manner.
• To assist with any other duties / tasks as may require from time to time.