Business Support -Customer Service Representative for Uganda at PUMA Energy | July 2024

Main Purpose:

Responsible to provide customer support excellence to external business partners and the sales field staff by acting as a primary contact point for information requests and business enquiries. Deals with incoming calls ranging from orders placing, business inquiry, order delivery follow-ups, debt collection, customer stock position updates, outstanding order confirmations, as well as account reconciliations. Handling the back-end customer interface, managing customer calls or e-mails professionally and efficiently. Responsible for creating Offers and Orders, Invoices and Credit Memos and for adequately handling customer inquiries.

Handles all back-end support activities related to invoicing, credit notes and debit notes, ensuring proper approval has been received in line with internal control procedures and delegation of authority prior to executing such transactions.

Knowledge Skills and Abilities, Key Responsibilities:

Managing customer and transfer orders

• Order creation, troubleshooting of customer orders while ensuring all data is recorded accurately without errors
• Creation of transfer orders between depots and receipting transfers accurately and timeously, verifying accuracy of quantities
• Creation of Blanket Contract and Contracts based on commercial requirements and sharing the Blanket Order numbers to pricing team for price updates
• Generate Blanket Order after price set up and send quotes to Commercial Manage/ Customer in a timely manner
• Generation and circulation of daily, weekly and monthly reports related to the Order to cash process including daily stock reports for all locations and invoicing status reports
• Scheduling of customer orders as required and updating truck, driver and compartment details in the systems
• Obtain approval for pick up advice from FM and GM prior to loading of trucks
• Ensure loading orders are sent to terminals accurately and timeously and communicate delays efficiently
• Liaising with depots on loading and delivery of customer orders to ensure an efficient turnaround and preventing unnecessary delays
• Generating and maintaining order status, blanket order, transfer receipts and sales tracker

Customer Service

• First point of contact for customer queries and requests. Answering customer calls/emails timeously and escalating to relevant teams as required
• Coordinating with Master Data Management and Credit Teams on opening of new accounts
• Following up with relevant internal teams on customer order statuses and updating customers on the same
• Ensuring cut off times are adhered to and communicating with customers and commercial teams on order delivery/loading plans
• Onboarding customers to the ePuma portal and troubleshooting any issues

Administrative Support

• Provide administration services to the team, including drafting responses, documentation, filing and other ad hoc requests. Answer calls, and relay any escalations to the right teams
• Follow up with other teams on pending documentation and approvals to effectively complete the OTC process e.g. DOA approvals, credit release, loading authorizations
• Maintain detailed customer database and engaging with commercial to ensure systems are properly updated as required
• Preparation and submission of periodic reports
• Maintain tracker related to sending of Customer Statements by Credit team and follow up on any pending submissions
• Follow up on KYC and Customer Creation process

Product purchase and stocks support

• Timely processing of Fuel Purchase Orders and submission for approval
• Coordinating with Operations and Business Support Manager on tracking import documents
• Maintaining of deal tracking and other reports as required
• Follow up on loading reports from depot to ensure timely invoicing
• Tracking of actual vs forecast performance

Back-end support and Invoicing

• Generates Credit and/or Debit notes as a result of product diversions, price adjustments, rents, franchises, rebates, delivered quantity discrepancies and any other business requirements
• Ensures invoices/credit notes are promptly sent to customers on the same day the invoice or credit note is raised
• Ensures customer order transactions are completed by 10am the following day and following up on any pending issues
• Filing all relevant documents e.g. Credit Notes, Approved contracts and any others in a logical and accessible format both online and with hard copies as advised by manager
• Promptly logging of IT tickets and following up to closure whenever necessary
• Daily submission of Mass balance report

Requirements:

Experience:

• Diploma in business studies, logistics or related field. Degree is an advantage
• 2 years industry experience. Oil industry experience an advantage
• Experience in dealing with external customers preferred.
• Background in Call Center activities or accounts departments is an advantage

Skills: 

• Proficient in Microsoft Office and Outlook.
• Ability to communicate effectively in English and French languages.

Scope :

Uganda based in Tanzania

Key Relationships and Department Overview:

Internal – Pricing, Credit, Commercial, Terminals, Accounts Receivable, Stocks, Controllers

External – Customers, dealers, contractors