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Do you want to make a difference in the world and contribute to a sustainable future?

We believe we can develop the technology and gain the know-how to make that difference, in tackling the climate challenge.

It’s a big responsibility, and we have committed to do it. We have launched our ambition, MissionZero – enabling our customers to move towards zero emissions in mining and cement.

We need your skills, curiosity, and drive for change to fulfill our goal. Together, we enable our customers to produce the materials needed for a better future.

Job Scope :

We need a passionate Customer Service Officer who can provide our Pumps-Cyclones-Valves Customers aftermarket sales support by determining requirements (parts interpretation), managing the customer sales order life cycle (order entry to despatch), quoting repair & rebuilds, coordinating / managing service exchange programs, consignment stocks and ensuring inquiries and problems are resolved to deliver exceptional customer satisfaction

Your responsibilities :

Coordinate all PCV Sales Order Life Cycle aspects, specifically aftermarket customer inquiries generated through the Order Desk.

Respond to customer queries within 48-72 hours using the company’s approved systems and processes, providing detailed accurate information on product, price, and lead times.

In responding to customers, escalate any process, system, or technical issues for resolution where necessary, and expedite client orders and quotes as necessary.

Liaise with the relevant contact if the customer purchase order contains incorrect or missing details such as price, lead times, freight requirements, and delivery information (correcting if necessary).

Ensure Requests for Quotes (RFQs) are interpreted correctly, sales quotes are raised and responded to using standard operating procedures within 72 hours

Quote & manage repair & rebuilds for PCV

Coordinates & manages consignment stock for PCV customers

Complete all relevant sales administrative processes, including data entry into systems to ensure the product is delivered on time, on budget, and to the customer’s specifications and within SOPs, including but not limited to :

Review of mailbox and processing customer purchase orders

Advise customers of the product return process (i.e. Return Material Authority and process advance billing or credit adjustments) and associated Non-conformance Reports (NCRs)

Verify purchase order and requests for quote

Conversion of sales orders to sales quotes

Administer and include customer freight and packaging information (liaising with warehouse as necessary to ensure customer dispatch, freight, shipping documentation, and invoicing documentation are issued)

Issue customer sales order acknowledgements; shipping documentation; and invoicing documentation;

Be the first point of contact regarding international intercompany inquiries

Provide proactive support to the Sales & Service Teams through the preparation and accurate / timely distribution of quotes and other information relating to existing and potential customers, and use reporting / analysis tools to proactively notify customers and / or the sales team when a delay with delivery is notified.

Assist with or interact directly with the Customer to make sure they get the right selection of spare parts, services, or products (requirements interpretation)

Gather and prepare the necessary documentation for spare parts, services, or products to fit the proposal

Provide reports as required to relevant parties to manage customer orders and inquiries.

Any other duties as reasonably directed by your supervisor

What you bring :

Demonstrated experience in providing excellent customer service in a Service Centre or frontline service environment and the ability to build strong customer relationships

Demonstrated experience with order-to-delivery of customer inquiries-related tasks and associated data experience using an ERP order-to-delivery software program.

Sound exposure or knowledge of the mining / mineral processing industry is desirable

Intermediate skills in MSOffice Suite essential and an ERP system (e.g. SAP / Epicor / or similar system)

Demonstrated commitment to the provision of high-level quality and customer-focused services.

Excellent oral, written, and interpersonal communication skills to work with customers, contractors, and other personnel daily

Highly developed organization, multitasking, time management, and prioritizing skills with the ability to meet deadlines

Excellent attention to detail, analytical and problem-solving skills

Ability to work well in a team and autonomously.

What we offer :

Competitive remuneration package on offer.

Work-life balance with a flexible work schedule so you can focus on professional and personal priorities.

Since 1882, FLSmidth has operated successfully within a global environment.

Development and training within a respected global OEM company.

Purchased annual leave options.

Paid Parental Leave

Involvement with community and charity initiatives.