Field Support Officer

To ensure the efficient and accurate processing of Independent Distributor orders and transactions while delivering exceptional service. This includes maintaining Distributor satisfaction by handling enquiries promptly, resolving issues effectively, and ensuring that all administrative tasks related to orders and sales are completed in compliance with company's policies and standards.

Service, Order Processing & Query Resolution

• Obtain Distributor information via answering telephone calls, emails, WhatsApp messages, in-person enquiries and any other channels of communication.

• Process orders received into the Distribution Centre via all sources — telephone, email, walk-in, back-office web orders and any other channels.

• Handle all queries brought forward by Distributor s, couriers or other departments — ensure feedback is provided to the Distributor within one (1) hour of receipt, and full resolution within eight (8) hours.

• Prepare DSO (Distributor Standing Order) adjustments accurately; each adjustment to be signed off by the Field Support Leader / Field Support Supervisor.

• Provide Distributor s and their customers with product and service information, both written and verbal, in accordance with approved product literature.

• Inform Distributor s by explaining procedures, answering questions, and providing information — sourcing from the relevant department where required.

• Identify and escalate priority issues to the Field Support Centre Supervisor promptly.

• Upsell products to active Distributor s where appropriate, using approved product knowledge and recommendation tools.

• Answer all incoming telephone calls within three (3) rings, in a professional manner and using the approved telephone script.

• Maintain communication equipment by reporting problems promptly to IT.

Records, Reporting & Adjustments

• Complete Call Logs and Query Logs, maintain them accurately, keep them up to date, and generate reports as required.

• Validate Distributor Account Balances and proactively contact Distributor s to utilize any available funds.

• Ensure the Stock Returns Report is maintained — follow up all outstanding stock owed to the Distribution Centre and ensure it is returned.

• Handle Distribution Centre administration on account payments and compile a monthly log for the Supervisor.

Pooling & Qualification Support

• Put through qualification orders and product transfers on behalf of Distributors where required.

• Keep communication lines with Product Supply / PT open and constant through email until the desired qualification is achieved.

• Request the re-issue of cheques and any correction of information on cheques via the correct process channels.

Standards, Policy & General

• Accomplish sales and organizational mission by completing related results as required.

• Maintain quality results by adhering to the standards and guidelines.

• Ensure all department and Distribution Centre policies and procedures are followed.

• Update job knowledge by attending training and studying all new rules, procedures, policies etc.

• Perform any function that may reasonably be required from time to time.

• Ensure the Field Support Officer workspace is kept neat, tidy and professional at all times.

• Perform any other office work that may be requested.

• Assist with all events as and when required — including Sales Team meetings, Conventions and Training events.

• Work flexi hours to suit the Business Operating Hours and attend certain events which may include working over weekends and additional hours.

Measures of Success

Increased PV (Personal Volume); improved Distributor satisfaction; decreased business expenditure through improved process efficiency; timely acknowledgement (within 1 hour) and full resolution (within 8 hours) of every logged query; accurate and up-to-date query, call and adjustment records; and demonstrable adherence to service standards.

Requirements

• Form Six / ACSEE or higher — essential.

• Previous customer-service experience — essential.

• Administrative experience — advantageous.

• Relevant tertiary qualification (Diploma in Business Administration, Customer Service, or related field) — advantageous.

• Good command of English, both verbal and written — essential.

• Relevant computer literacy essential — Excel, Word, etc.

• Excellent communication, teamwork and relationship-building skills.

• Excellent interpersonal skills.

• Must be detail-oriented.

• Efficient time management and the ability to handle concurrent deadline pressure.

• Excellent planning, organising and communication skills.

• Must be dependable and conscientious.

• Emotional intelligence and maturity.

• Active listening skills.

• Strong problem analysis and problem-solving ability.

• Customer relations and service orientation.