Reporting Structure

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Job Requirements

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Main Duties

Responsibilities

• To effectively respond to all customers and parts inquiries and properly process parts orders.Any other tasks assigned by direct manager.
• Follow the mine site special regulations such as wearing PPE and attending the safety trainings

Receive parts counter enquiries. 

Performance will be up to standard when:

•  All customers immediately acknowledged and serviced.
• Recognition of the arrival of a counter customer must be registered

Receive parts enquiries by phone.

Performance will be up to standard when:

• All phones are answered immediately.
• Good telephone manners and customer service are exhibited.

For all parts enquiries by phone,email, in person or other means.

Performance will be up to standard when:

• All email requests from customer must be answered within 2 hours with daily following up till task completed.
• All enquiries are responded to providing accurate, up to date quotations for that customer in line with the company’s terms for that customer.
• Any ambiguous enquiries are followed up with the customer to identify what is actually required.
• A complete, and updated parts and service reference library is maintained in line with the relevant PDP
• A working knowledge of basic parts product is
  maintained.

Efficiently process all orders.

Performance will be up to standard when:

• Received POs are processed within 2 hours in general (one day maximum as an exceptional) with correct shipment type.
• Each customer request should be answered within 2-4 hours.
• All customers are asked if they would like to place an order for the items quoted.
• All invoices efficiently produced from Invoicing
• System without delay, signed by the relevant authority with the copies supplied to the recipient or filed as indicated.
• All parts picking lists are quickly produced for warehouse staff to pick.
• Abnormal demand items identified and reported to direct manager.
• An up to date and accurate filing system kept for all completed and pending customer orders/LPO’s

Order and process B/O (back order) items

Performance will be up to standard when:

• B/O are placed in response to customer demand as soon as the request is received and to meet the CIC order cut off.
• B/O’s are followed up weekly to ensure it is known when the items are available in the branch and communicated with customer the current status with ETA/ESD.
• Contact the customer to advise when B/O items are available for collection and invoicing.
• All B/O’s are processed in line with the company’s credit policy.
• Follow up on the B/O report in conjunction with the PSSR to identify miss-allocated B/O’s and correct them.

Credit note requests

Performance will be up to standard when:

• All requests for returns are dealt with in line with the relevant PDP.

Clean and tidy functional counter area

Performance will be up to standard when:

• The counter area is clean and tidy at all times
• The display area is clean and tidy at all times.

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Other Requirements

Knowledge

• Good engineering knowledge as provided by a University education or technical college in a related discipline with specific Caterpillar knowledge from successful completion of Parts Pro, attendance at relevant Dealer training programmes and on the job experience. Ability to operate and interpret Caterpillar technical aids including SIS and dealer software.
• Good communication skills, good negotiation skills and IT skills a pre requisite. Driving licence and experience is preferable.
• Minimum 6 month induction programme in a Caterpillar dealership with a preference for hands on technical knowledge gained in a workshop environment.
• Qualified to a minimum of OND level in an engineering related discipline.

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Location : Tanzania: Mara mara
Industry :Mining
Company : Exact Manpower Consulting Ltd