Customer Support Representative

Job description

About the Role

We are excited to announce an opportunity for a motivated and skilled professional to join the Business Support team as Customer Support Representative. This role is critical to driving customer satisfaction and offers an Opportunity to expand your career within Puma Energy Zambia Plc.

Job Purpose

The Customer Support Representative will provide effective customer service by maintaining constant contact with the sales team, Depot, Finance and external customers/dealers as well as delivering depot Volume commitments as per plan.

Key Responsibilities

• Ensure all orders are received and entered into the system to support efficient invoicing.
• Process all transfer orders for Lubes and Fuels in SDFC.
• Daily housekeeping of orders in the system to maintain a delivery compliance above 90%.
• Circulate daily updates on order requirements versus product availability in cases of shortages.
• Collaborate with operations to establish an effective delivery plan a day in advance, optimizing overtime management and ensuring timely order fulfilment and sending the plan by 3pm daily.
• Prevent stockouts at retail sites through prompt and accurate deliveries.
• Maintain and distribute an up-to-date daily customer order file for all orders.
• Provide administrative support to the sales team and handle ad hoc requests as assigned by the Manager.
• Escalate any delivery challenges or customer-related issues promptly.
• Ensure accurate record-keeping of customer orders, credit memos, and compliance files.
• Obtain and relay necessary payment details from customers placing orders to the Credit Assistants.
• Proactively engage with customers, sales teams, Finance, the Fuel Stock Coordinator, and Business Support teams, ensuring a customer-focused approach.
• Coordinate with the pricing team to verify accurate pricing on all orders before execution.
• Respond to audit queries timely.
• Promptly address and resolve internal and external customer inquiries.
• Effectively communicate with internal and external customers over their order deliveries.
• Perform any other duties assigned by the Business Support Manager.

Education

• Degree Qualification in a technical or business field.

Experience

• At least 3 years experience in similar positions preferably in customer service/logistics