Role Purpose The primary role of a Customer Service Officer within the team is to respond to a variety of customer requests and enquiries about products and service, providing customers with information and resolving any customer complaints. Often they may be the first point of contact so it is imperative that they have sound product knowledge and good verbal communication skills Principal Accountabilities and Key Activities Processing Orders Customer orders are received and the customer service officer processes the sales order in the Fact system. If the stock is available the stock will be allocated, invoiced and dispatched the same day. If unavailable the customer is then notified of the estimated delivery date. Customer service needs to analyze the stock situation by checking incoming shipment dates to provide the correct information if a nonstandard product, then quote the lead-time applicable for that product. Cash before delivery accounts require payment by either credit card or bank deposit and either transaction must be completed before the invoice can be released. Customers are placed on credit hold when they have reached their credit limit, the invoice cannot be released by customer service. Accounts receivable will complete the process once payment has been received. Dealing directly with customers either by telephone, electronically and face to face responding to customer enquiries High listening skills and a sound knowledge of the products is required to answer the enquiries with a degree of professionalism in a polite manner. Providing pricing and delivery information. Assisting customers with colour matching and product substitution. Customer complaints are handled efficiently and resolved in a timely manner and if necessary make necessary arrangements to return the goods for credit Releasing Backorders When shipments have been received customer service will use the shipment report to release any pending backorders .If customer is on credit hold accounts receivable will be notified and then it will be determined if the order can be processed. Liaise with Coats Sales Representatives Liaise with Sales representative providing them with delivery information, pricing discrepancies and customer issues that need to be resolved. Education, Qualifications and Experience Essential Sound data entry skills Advanced systems skills. Interpersonal skills Good phone manner High written and verbal communication skills High listening skills Ability to problem solve High attention to detail and accuracy Adaptability and resilience Ability to tolerate stress