Customer Operations & Order Management Specialist

Job Description

This position is responsible for the end-to-end customer liaison and order processing function, ensuring accurate processing of especially customized order administration, effective communication, and exceptional customer service for South African (SA) and Sub-Saharan African (SSA) customers. The role provides comprehensive support to customers and sales teams while ensuring the accurate processing and fulfilment of orders, especially printed orders, in accordance with company standards and procedures. 

CUSTOMER LIAISON

• Provide prompt and professional assistance to customers and sales teams with quotations, enquiries, and product-related queries.
• Deliver product and process support to customers and sales teams.
• Maintain effective communication with customers and internal stakeholders via telephone, WhatsApp, and email.
• Build and maintain positive customer relationships through professional service and timely follow-up.
• Analyze and process customized printed orders.

ORDER ADMINISTATION AND PROCESSING:

• Processing and prioritizing of customized orders.
• Receive printed orders from customers and sales teams.
• Validate and process printed orders accurately and efficiently.
• Proactively communicate order status, progress, and any delays to customers and sales teams.
• Maintain and update printed order control and forecasting sheets.
• Ensure all printing requirements and specifications are accurately reflected on orders.
• Processing of blank orders:
• Receive blank orders from customers and sales teams.
• Validate orders, ensuring the accuracy of products, descriptions, quantities, pricing, and customer requirements.
• Process blank orders accurately and within agreed turnaround times.
• Maintain and update blank order control sheets.
  

INTER-DEPARTMENTAL LIAISON:

• Maintain constant communication with the Production Team regarding printed order requirements, schedules, and status updates.
• Liaise with the Warehouse Team concerning stock availability, order fulfilment, and inventory-related enquiries.
• Coordinate with the Dispatch Team regarding delivery instructions, schedules, and customer enquiries.
• Communicate with the Finance Department regarding customer accounts, credit approvals, account maintenance, and the onboarding of new accounts.

SALES OFFICE ADMINISTRATION:

• Manage customer and internal communications in a professional and timely manner.
• Process VAT-related documentation and maintain orders on the EDI system.
• Maintain accurate customer and order records.
• Provide general administrative support to the Sales Department as required.
• Perform any other related duties as reasonably requested.

KNOWLEDE, SKILLS AND EXPERIENCE:

Essential Skills:

• Proven customer service experience.
• Excellent written, verbal, and telephonic communication skills.
• Ability to work effectively under pressure in a fast-paced environment.
• Strong attention to detail and commitment to accuracy.
• Excellent organizational and time-management skills.
• Ability to multitask and manage competing priorities.
• Strong problem-solving and interpersonal skills.
• Previous experience using Sage 300.
• Minimum of 2-3 years' experience in customer service, sales administration, or order processing.

Qualifications and Experience:

• Matric (Grade 12).
• Administrative qualification or an equivalent.
• Advanced knowledge and experience of the Microsoft Office 360 Suite.

Personal Attributes:

• Strong administrative ability.
• High work standards and attention to quality.
• Sound judgement and decision-making skills.
• Professional and customer-focused approach.
• Ability to work independently and as part of a team.

Required Skills:

Preferred Skills:

Current Employees apply HERE

Current Contingent Workers apply HERE

Search Firm Representatives Please Read Carefully 
Merck & Co., Inc., Rahway, NJ, USA, also known as Merck Sharp & Dohme LLC, Rahway, NJ, USA, does not accept unsolicited assistance from search firms for employment opportunities. All CVs / resumes submitted by search firms to any employee at our company without a valid written search agreement in place for this position will be deemed the sole property of our company.  No fee will be paid in the event a candidate is hired by our company as a result of an agency referral where no pre-existing agreement is in place. Where agency agreements are in place, introductions are position specific. Please, no phone calls or emails. 

Employee Status:

Relocation:

VISA Sponsorship:

Travel Requirements:

Flexible Work Arrangements:

Shift:

Valid Driving License:

Hazardous Material(s):

Job Posting End Date:

*A job posting is effective until 11:59:59PM on the day BEFORE the listed job posting end date. Please ensure you apply to a job posting no later than the day BEFORE the job posting end date.