Overview
Position Title: Business Support – Customer Service Representative
Job Requisition ID: R-014193
Job Type: Full Time
Duty Station: Dar es Salaam, Tanzania
Principal Goal (Main Purpose):
It is your responsibility to operate as the main point of contact for information requests and business inquiries, providing exceptional customer assistance to external business partners and the sales field team. Responds to incoming calls on a variety of topics, including placing orders, business inquiries, following up on order deliveries, debt collection, updating customers’ stock positions, confirming outstanding orders, and account reconciliations. managing calls and emails from customers, as well as the back-end customer interface, with professionalism and efficiency. In charge of generating orders and offers, billing and credit memos, and effectively responding to client questions.
Manages all back-end support tasks for credit notes, debit notes, and invoices; before carrying out any of these transactions, makes sure the appropriate approval has been obtained in accordance with internal control protocols and authority delegation.
Key Duties, Knowledge, Skills, and Abilities:
Taking care of transfer and customer orders.
- Order generation and client order troubleshooting are done while making sure that all data is accurately and error-free recorded.
- The creation of transfer orders between depots, timely and accurate receipt of transfers, and verification of quantity accuracy.
- Creation of contracts and blanket orders depending on business needs, as well as providing the pricing team with the Blanket Order numbers for price adjustments.
- After pricing is established, generate a blanket order and promptly forward quotes to the customer and commercial manager.
- Creation and distribution of reports on a daily, weekly, and monthly basis pertaining to the Order to Cash process, such as daily stock reports for every site and updates on the progress of invoices.
- Scheduling customer orders as needed and updating system information on the truck, driver, and compartment.
- Prior to loading trucks, get FM and GM approval for the pick-up guidance.
- Make that loading orders are issued to terminals on schedule, precisely, and that delays are communicated effectively.
- Coordinating with depots to load and transport customer items in a timely manner and avoid needless delays.
- Creating and keeping up a sales tracker, blanket order, transfer receipts, and order status.
Client Support:
- Initial point of contact for questions and requests from customers. promptly returning calls and emails from customers, following up with relevant teams when necessary.
- Coordinating the establishment of new accounts with the credit and master data management teams.
- Confirming the status of customer orders with the appropriate internal teams and keeping customers informed of the same.
- Ensuring that deadlines are met and keeping clients and sales teams informed about order fulfillment and loading schedules.
- Introducing clients to the ePuma portal and resolving any problems.
Administrative Assistance:
- Assist the team with administrative tasks such as creating documents, responding to ad hoc requests, and filing. Return calls, escalating concerns to the appropriate personnel.
- To successfully finish the OTC process, follow up with other teams on outstanding paperwork and approvals, such as loading authorizations, credit releases, and DOA approvals.
- Keep an accurate customer database and communicate with the business to make sure that systems are updated as needed.
- Creating and submitting reports on a regular basis.
- Keep a record of the Customer Statements that the Credit Team sends out and make sure to follow up on any unfinished business.
- Observe the Customer Creation and KYC procedures.
Purchasing products and supporting stocks:
- Fuel Purchase Orders are processed promptly and submitted for approval.
- Tracking import documents in coordination with the business support manager and operations.
- Keeping up with necessary reporting and deal tracking.
- To guarantee prompt invoicing, monitor the loading reports received from the depot.
- Monitoring of performance vs projections.
Support for the back end and billing:
- Creates Credit and/or Debit notes in response to pricing changes, rent modifications, franchise fees, product diversifications, disparities in delivered quantities, and other business needs.
- Makes certain that credit notes and invoices are provided to clients on the same day that they are raised, without delay.
- Verifies that customer order transactions are finished by 10 a.m. the next day and follows up on any outstanding matters.
- Following the manager’s advice and filing any pertinent documents—such as credit notes, approved contracts, and any others—in a clear, understandable style both online and in paper copy.
- Promptly recording IT tickets and, if required, following up until they are closed.
submittal of the mass balance report every day.
Job Requirements:
Experience
- A diploma in logistics, business studies, or a similar discipline. A degree is beneficial.
- Two years of experience in the field. An advantage is the oil industry.
- Preference is given to experience working with external clients.
- An advantage is prior experience in accounts departments or call center operations.
Proficiency:
- Competent with Outlook and Microsoft Office.
- The capacity to converse fluently in French and English.
Scope (Range):
Uganda has its headquarters in Tanzania.
Important Connections and Department Synopsis:
Internal – Pricing, Credit, Commercial, Terminals, Account Receivable, Stocks, Controllers
External: Customers, Dealers, Contractors.
