Trafigura - Customer Services Representative

Position Title - Customer Services Representative Back

Job Category: Finance

Business Area : Oil

Employment Type : Full-Time

Country : East Africa Cluster (Tanzania, Mozambique, DRC(Katanga), Zimbabwe, Malawi and Zambia)

Location - Mumbai

Department Puma Business Support

Company

Puma Energy Ltd.

Department : 

Puma Business Support Management

Main Purpose : 

To provide sales support to external ground fuels customers and internal sales teams viz to fuel invoicing and credit notes as well as internal non-product invoicing and credits.

Knowledge, Skills and Abilities:
 
- Customer Service

- Product Knowledge

- Market Knowledge

- Conflict resolution skills

- Multi-tasking

- Attention to detail

- Ability to work under pressure.

- Computer skills, Excel, word, power point

- Proven Customer Support Experience

- Strong Phone Contact handling skills and Active listening

- Customer orientation and ability to adapt /Respond to different types of characters

- Excellent communication skills

- Ability to Multi- task, Prioritize and manage time effectively.

Key Responsibilities : 

Direct actions : 

- Combined shipment invoicing - Consignment stock location & aviation sites.

- Processing of Non - Oil Invoices, eg rentals, rebates etc

- Processing of Credit and Debit Notes

- Ensure only approved transactions are processed.

- Ensure correct reason codes are applied for each credit note raised.

- Adhere to back office approval process.

- TMS order entry for 3rd party stock.

KEY CONTROL PERFORMANCE INDICATORS (Tools/methods used by management to determine sustained effectiveness of control): 

- Number of Invoices processed

- Number of self-imposed credit notes processed.

- Daily housekeeping i.e. deletion of unused orders

- Unprocessed credit memos( credit memo to be processed soon after an error occurs)

- Customer feedback (unresolved complaints)

- No of missed calls

- Number of non-conformances

- Number, frequency and value of delivery disputes

Reporting Structure

- Mumbai BSM

- Functional dotted reporting line into Africa specialist/SME

Salary Offered : 6-7 LPA

- Equal Opportunity Employer

- We are an Equal Opportunity Employer and take pride in a diverse workforce. We do not discriminate in recruitment, hiring, training, promotion or other employment practices for reasons of race, colour, religion, gender, sexual orientation, national origin, age, marital or veteran status, medical condition or handicap, disability, or any other legally protected status.