CSR - Clerk II (Tobago)

OBJECTIVES AND GENERAL OVERVIEW OF THE POSITION

SUMMARY OF JOB
The CSR Clerk II is responsible for providing efficient and professional day-to-day customer service support, facilitating the accurate and timely processing of customer orders, deliveries, invoicing and related administrative activities. The role serves as an important point of contact between customers and the Company, ensuring that customer requests, queries and concerns are addressed promptly while maintaining established service standards, Company policies and operational requirements.

The position also supports the coordination of sales and dispatch activities, maintains accurate customer and order information, and works closely with relevant internal departments and product centres to facilitate the effective delivery of products and services. The incumbent is expected to demonstrate strong customer orientation, attention to detail, responsiveness and sound judgement in balancing customer requirements with the operational and commercial interests of the Company.

KEY RESPONSIBILITIES:

1. Professionally handle incoming request from customers and ensure that issues are resolved both promptly and thoroughly.
2. Provides consultancy to customers using the Company’s products or services, keeping abreast with new advances in these areas.
3. Maintain report with all product centres.
4. Generate and process sales orders daily ensuring there are no open orders at the end of each workday.
5. Create AX accounts for customers.
6. Program contracted trucks for delivery.
7. Responsible for invoicing sales orders.
8. Responsible for dispatching of customers’ orders.
9. Responsible for follow up on orders/ quotations.
10. Troubleshoot customer issues.
11. Maintain a balance between company policy and customer benefit in decision making and handles issues in the best interest of both customer and company.
12. Tele-Marketing as assigned.
13. Filing as assigned.
14. Ensure that housekeeping is maintained at all times.
15. Accomplish and promote the Safety, Health and Environment (SHE) policies established by the company.
16. Perform any other related duties as required by the job function, or as instructed by the Manager or anyone designated to act on their behalf and compliance with all ANSA McAL Group policies.

REQUIRED SKILLS, EDUCATION & TRAINING

• Five (5) CSEC subjects, inclusive of Mathematics and English A.
• Proficiency in the use of Microsoft Office Suite.
• Previous experience in a customer service, sales support, order processing, administrative or similar customer-facing environment would be an asset.
• Experience working in a fast-paced operational or commercial environment would be advantageous.
• Experience with ERP, sales order processing or customer management systems would be considered an asset.
• Good verbal and written communication skills, with the ability to interact professionally with customers and internal stakeholders.
• Strong customer service orientation with the ability to effectively address customer queries, concerns and service requirements.
• Good organizational and time-management skills, with the ability to manage multiple requests and priorities.
• Strong attention to detail and accuracy, particularly in the processing of customer, sales and invoicing information.
• Ability to exercise sound judgement and problem-solving skills in resolving routine customer and operational matters.
• Ability to work effectively both independently and as part of a team.