C&I Order Management

• Place and amend orders, liaising with other service partners as needed.

• Manage delivery status – take ownership of delivery status enquiries and troubleshooting.

• Support delivery schedule service proactively by outbound calls to C&I Customers.

• Ensure that old open orders for C&I are closed out and billed on time by liaising with the respective terminals.

• In certain instances, provide support in the cancel and rebill process for C&I Accounts.

• Monitor allocation for Specialty Products and assist customers in order placement and offtake as per prior commitments.

• Ensure a quick turnaround time on quotation and pricing for C&I customers.

• For Marine and Aviation Customers; vessel screening and aircraft screening.

• Screening of all fixed based operators in Thompson Reuters Screening.

• Ensures that operators with found hits in Thompson Reuters Screening is escalated to the Compliance.

• Coordinate pre bunker checklist with Vessel agents.

Customer Management

• Own the relationship with identified C&I Customers by ensuring the Customer always has adequate stock of AE Products i.e. own and manage the customers Wet Stock Management on a daily, weekly and monthly basis as required.

• Share in the Sales Targets for identified C&I Customers.

• Visit the identified C&I Customers Head Office with the C&I Business Consultant once a year before end of March to establish relationship, needs and requirements.

• Outbound call survey to selected customers.

Credit Management

• Handle basic C&I Customer credit enquiries.

• Phone out for overdue accounts i.e. collections.

• Action copy document requests i.e. invoices, PoD’s, statements and delivery notes.

Dispute Management

• Own the end to end dispute process for Quantity, Pricing, Tax and Master Data Disputes, including logging of dispute, undertaking initial investigation and root cause analysis, liaising with key interfaces to resolve disputes. Close the loop with C&I Customers on case outcome and confirm closure of case.

Trouble Shooting

• Provide support for C&I Sales Team by owning and resolving all customer related issues. Work to uncover root cause of issues, recommend sustainable fixes.

• Follow up on Maintenance activities for sites with AE equipment.

• Take ownership for the resolution of C&I Customer complaints and feedback, liaising with other service partners as required.

• Coordinates with the CSC Supervisor, CSC Manager, C&I Leadership Team, Pricing Specialists, C&I Supply Coordinators, C&I Business Consultants, Tax Group, Credit Analysts, Terminal Operators, Carriers and Accounting.

General Inquiries & Feedback

• Manage the dedicated C&I email inboxes (C&I, Marine, Special Products and Aviation).

• Handle new business enquiries and work with C&I Business Consultants to provide speedy responses on all customer queries.

• Take ownership and resolve customer and distributor complaints, closing the loop with all Customers & Distributors alike. Escalate as necessary to ensure 100% issue resolution.

• Ensure queries related to ordering issues are managed in accordance to service level agreement.

Pricing

• Confirming pricing, price increases and changes, invoice accuracy and resolving pricing related errors and disputes.

Contract Management

• Act as coordinator to ensure all customer documents are in place before opening of account.

• Follow-up directly with customers on missing contract documentation.

• Support preparing of documents as required.

Professional Qualification and Certifications:

• Matric or equivalent (requirement)

• Sales and Marketing, Administration Degree, Diploma or equivalent would be advantageous

Work Experience:

• 2 years in-bound customer service work.

Knowledge and skills:

• SAP Knowledge and experience.

• Communication and writing skills Customer focus, reliability, problem solver.

• Self-driven, results oriented, adaptable, flexible and attention to detail.

• Excellent organization, multi-tasking and time management skills

• Able to work independently and plan/schedule work effectively Build and maintain internal and external stakeholder relationships through professional interaction.

Application deadline:

15 November 2024