Field Support Officer

• Obtain distributor information via answering telephone calls, emails, or any other means etc.

• Processing of orders received into the DC via various sources.

• Handle all queries brought forward by Distributors, couriers or other departments pertaining to Distributors and ensure feedback is provided to distributor within an hour of receipt and resolution within 8 hours.

• DSO Adjustments to be accurately prepared and signed off by FSL/ FSS.

• Provide Distributors/ Customers with product and service information, written or verbal.

• Informs Distributors by explaning procedures; answering questions; providing information and /or sourcing it from relevant Department and any of the Company's communication.

• Identify and escalate priorty issues.

• Complete Call Logs, Query Logs and maintain them; Make sure they are up to date and generate reports when neccessary.

• Accomplishes sales and organization mission by completeing related results as required.

• Maintains quality results by adhering to standards and guidlines.

• Able to work flexi hours to suit the requirements of the Business Operating needs.

• Upsell Products on active distributors whwn necessary.

• Maintains communication equipment by reporting problems.

• Updates job knowledge by attending training and studying all new rules, procedures, policies etc.

• Account Balances-Validate the balance and contact the distributor to use the funds available.

• Ensure all department/Distributor Centre policies and procedures are followed.

• Stock returns Report -ensure all outstanding stock is returned to the DC.

• Putting through qualification orders, Product transfers.

• Keep Communication lines with PT open and constant through email until desired qualification is achieved.

• Requesting re-issuing of cheques- correction of information on cheques.

• Perform any function that may be reasonably required from time to time.

• Ensure that the FSO area is always kept neat and tidy.

• Handling DC Administration on Accounts payments and compling it in a monthly log.

• Ensure the telephones are answered within 3 rings in a professional manner using the official script provided.

• Any other office work that may be requested.

• Assisting with all events as and when required. Sales Team meetings, Conventions and training events.

• Able to work flexi hours to suit the requirements of the Business Operationg Hours and to attend certain events which can include working over weekends.

• Increased PV,customer satisfaction, and decrease business expenditure.

• The physical demands and the work environment characteristics described here are representative of those an emplyee encounters while performing the essential functions of this job.

• Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• While performing the duties of this job, the employee is required to talk, stand, walk, kneel, bend, pull, feel, reach, grasp, crawl, hear, and /or climb stairs.

• The employee is required to sit for extended periods of time and is required to operate telephone and software via computer.

• The employee is required to have the ability to lift or carry up to 20 pounds.

• Specific vision abilities required by this job include close vision, distance vision, peripheral vison and depth perception.

• The noise levels are usually moderate.

• Education level - grade 12

• Good command of English, both verbal and written; an additional language/s will be an advantage.

• Relevant experience involving customers services is essential.

• Relevant computer literacy. Basic excel, Word etc. Is essential.

• Education level -Grade 12 plus.

• Previous Customer Service Experience Essential.

• Administrative experience will be an advantage.

• Relevant Tertiary Qualification will be an advantage.

• Good Command of English,both Verbal and Written-Essential.

• An additional Language will be an advantage.

• Relevant Computer Literacy essential-Excel, Word, etc.

• Excellent communication, teamwork and relationship building skills.

• Excellent interpersonal skills.

• Must be detail oriented.

• Efficient time management skills and the ability to handle deadline pressure.

• Excellent planning, organizing and communication skills.

• Must be dependable and conscientious.

• Emotional intelligent and mature.

• Listening skills.

• Problem analysis and problem solving.

• Customer relations and service orientation.

• Adaptability.

• Stress tolerance.

• Team player and relationship building skills.

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