Service Rep: Channel Support

Core Description

• Responsible to pro-actively interface with all relevant channels, internal departments and external customers, whilst interfacing with different channels telephonically, via email and possibly face to face.
• Support channel needs and requirements to expedite channel queries and requests. Ensure timely and accurate execution of all the channel support and administration processes and procedures and act as a single point of contact to resolve queries and respond to requests from channels and internal staff.

Job Responsibilities

Record Keeping & Administration

• Collate and check paperwork and customer Contracts.
• Administer and assist with channel onboarding.
• Verify and validate channel orders.
• Ensure invoice and payment files are submitted once validated to the necessary departments and or channels.
• Assist with sales reconciliations/ reports and other requirements.
• Maintain channel sales records.
• Assist with channel campaigns and commission payments.
• Support account managers.

Feedback & Tracking

• Monitor and manage channels support mailboxes and ensure resolutions.
• Obtain status of sales opportunities from channels.
• Feedback to channel management and customers daily.
• Follow up on in progress/ no order/ invalid orders/ cancelled orders and duplicates.
• Reporting on status of all Action Items.
• Follow up on win back campaigns.
• Ensure timeous delivery within set A to O timelines.
• Escalate customer care issues.

Order Administration & Support

• Customer support and attendance of customer meetings if required.
• Customer hand over/ hand over meeting.
• Provide reports.

Core Competencies

Functional Knowledge & Skills

• Computer Software; Documentation Management; Project Management; Policies & Procedures; System Knowledge; Tracking Systems; Interpersonal; Analytical; Computer Applications; Problem Solving; Decision-making; Relationship Building; Communication; Financial Knowledge and Understanding 

Competencies (Behaviour)

• Initiative; Attention to Detail; Analytical; Adaptable; Stress Tolerance  

Certifications

• None

• 2 Years relevant experience
• OR 1 year experience

Additional Information

• Fixed experience in either a Commercial and/or Sales Admin and/or ICT environment.

Special Requirements:

• Effective, efficient and accurate work manner.
• Excellent telephone manner and communication skills.
• Critical thinking skills and strong analytical skills
• Ability to handle multiple tasks simultaneously
• Collaboration across all areas and departments 
• Must be able to meet with customers and provide support where needed.
• Must be able to be self-managing to an extent and be able to manage their environment independently.
• Must be able to create a relationship with internal stakeholder and suppliers in order to more efficiently manage the environment.

Special Requirements

Physical Requirements

• None