The purpose of this role is to improve and maintain accuracy, and reliability of customer and equipment data within the CRM system. The incumbent will proactively contact customers telephonically to validate and update customer information, perform ongoing data cleansing activities, and ensure all customer, equipment, and service-related records are accurate and current. The role is responsible for identifying, correcting, and maintaining customer records, validating vehicle/equipment hour meter readings, and ensuring service interval information aligns with customer maintenance contracts. This function directly supports customer engagement, operational efficiency, service planning, and business decision-making through high-quality master data management.
Key Performance Areas:
(Essential Duties & Responsibilities)
1. Customer Data Validation and CRM Maintenance
· Contact customers telephonically and via email to validate and update customer information within the CRM system.
· Verify customer details including company names, contact persons, telephone numbers, email addresses, physical addresses, and site locations.
· Ensure customer profiles are complete, accurate, and maintained according to company standards.
· Capture, update, and maintain customer information in a timely and accurate manner.
· Record all customer interactions and update activities within the CRM system.
· Ensure customer data remains current and supports effective customer engagement and business operations.
2. CRM Data Cleansing and Data Quality Management
· Identify, investigate, and correct incomplete, inaccurate, duplicate, and unidentified customer records.
· Merge duplicate accounts and remove obsolete records in accordance with company procedures
3. Equipment, Hour Meter and Asset Information Management
· Validate and maintain equipment and vehicle information linked to customer accounts.
· Contact customers to obtain and verify current equipment hour meter readings.
· Ensure hour meter readings are accurately captured and updated within the relevant systems.
· Support operational teams by ensuring equipment information is reliable and readily available.
4. Service Interval and Contract Compliance Validation
· Review and validate service interval information against customer maintenance contracts
· Escalate inconsistencies and contractual deviations requiring further investigation.
5. Reporting, Systems Utilization and Data Integrity
· Effectively utilise CRM, ERP, and associated business systems for data maintenance and reporting.
· Produce weekly, progress reports on data validation and cleansing activities.
· Monitor and report on data quality trends, outstanding records, and corrective actions.
6. Reporting, Systems Utilization and Data Integrity
· Maintain professional and positive relationships with customers during all interactions.
· Provide excellent customer service while gathering and validating information.
Required Minimum Knowledge, Skills Education / Training and Experience Requirement(s):
· Minimum qualification of Matric / Grade 12 or minimum or 5 years work experience
· Proficiency in inventory management software, Excel, ERP systems, barcode scanning technology, and data analysis tools.
· Understanding of inventory control principles, stocktaking methodologies, and compliance with safety regulations.
· Dedication to service excellence in every aspect of work carried out; strong focus on attention to detail and accuracy – must be thorough and careful about detail in completion of tasks.
• CRM, ERP (Autoline)
Required Certificates, Licences, Registrations:
· Grade 12 / Matric or 5 Years experience
. Code 8 driver's licence