Customer Service Officer

The primary role of the **Customer Service Officer** is to embrace the PPG Way and engage in effective communication with all customers, offering achievable and sustainable solutions to their needs.

This service can be provided through CRM & phone systems and the CSO should ensure that each interaction is attended to efficiently, professionally and within PPG guidelines.

There is a degree of administration related tasks, and these should be actioned effectively and according to business processes.

**Key Responsibilities**:
EHS:

- Maintain a safe work environment
- Participate in the safety agenda by ensuring self and peers understand, adhere to, and work towards meeting their HSE Responsibilities as directed
- Demonstrate commitment to safety by ensuring that no safety problem is ignored
- Ensure that all Identified hazards, near miss and incidents are entered in GS2 immediately

Customer Service:

- Maintain availability to manage inbound activity via CRM & Phone Systems at or above agreed KPI levels for both internal & external customers
- Handle all sales/service enquiries via inbound CRM & Phone Systems within set SLAs, striving for first contact resolution
- Provide accurate and timely colour formulations as requested
- Establishing proactive and professional contact with customers providing accurate information on stock availability and delivery enquiries as appropriate.
- Assist with processing credits as required, ensuring that due process is always followed
- Attend product, system and skill training as required

**Requirements**:

- Basic working knowledge of Microsoft Outlook, Excel & Word packages
- High level of keying accuracy and speed
- Experience working in a Customer Service environment
- Good numeric and communication (both oral and written) skills
- Knowledge of Supply Chain functions an advantage
- Knowledge of SAP & CRM systems an advantage
- Good interpersonal and team skills.

**SUCCESS FACTORS**:
Prime Success Factors (Focus on Results, Drive Change, Promote Teamwork, Build Trust & Respect, Understand Market & Customer Perspective).

Demonstration of the five Prime Success Factors is all critical to this role. In addition, the job holder needs to demonstrate:

- Plan & Organise, Communicate & Share Information, Demonstrate Openness and Flexibility, Attend to Detail, Solve Problems, Take Responsibility, Excellent communication Skills, motivated to provide Exceptional Service Outcomes

**About us**:
**PPG: WE PROTECT AND BEAUTIFY THE WORLD**

**The PPG Way**

Every single day at PPG:
**We partner with customers to create mutual value.**

We are insightful, dedicated, and proactive. We have intimate knowledge of the market and our customers. We focus on practical solutions that make a difference.

**We are “One PPG” to the world.**

We are better and stronger together. We leverage our scale to reach new markets and introduce innovative technologies as we differentiate and disrupt our markets.

**We trust our people every day, in every way.**

We enable and empower our people to make the right decisions. We are inclusive, transparent and respectful. Our feedback is clear and actionable.

**We make it happen.**

We have a passion for winning. We achieve. We deliver with discipline and integrity. We bring our best energy to our work. We decide and act intelligently and quickly.

**We run it like we own it.**

We respect one another by being responsible and accountable. We always act in the best interest of our company, customers, shareholders, and our communities.

**We do better today than yesterday - everyday.**

We continuously learn. We develop our people to grow our businesses.

**PPG Way: (Click here to learn more about the PPG Way)