Customer Service Representative

SUMMARY:

An established agrochemical manufacturer is seeking a Dynamic Customer Services Representative to responsible for service excellence through effective interactions with customers by ensuring customers’ business needs are fulfilled and sales targets are met in partnership with the Commercial organisation.

POSITION INFO:

Minimum requirements for the role:

• Must have a tertiary qualification in Agriculture, Agronomy, Business, Supply Chain Management or related fields
• Minimum 4 years operational experience in Customer Services, Commercial, Logistics and/or Administration will be required
• Previous experience within the Agriculture industry would be ideal
• Must have knowledge of IT systems and tools, preferably ERP, SalesForce and EDI
• Excellent communication, organising, coaching and customer relationship management skills are important
• Must be fluent in English

The successful candidate will be responsible for:

• Interacting with customers (directly and via sales team members).
• Orchestrating the service relationship, acting as primary contact for assigned customer accounts.
• Analysing account history, understanding the region’s supply needs, helping make decisions to optimize orders and product deliveries.
• Providind information on orders, supply availability, timing, updates on products, programs, etc.
• Reaching out to customers for missing Customer Master data information to process sales orders.
• Seeking customer feedback to track satisfaction level and identifying solutions to improve experience.
• Resolving any immediately addressable customer requests.
• Receiving requests from customers and sales team members via unstructured communication (phone, email, etc.).
• Addressing any immediately resolvable requests, such as  order management, order entry, status check, order fulfillment, scheduling, product returns, delivery complaints, etc.
• Managing research, resolution, documentation and communication for complaints & errors, including delivery.
• Involving Customer Operations for resolution of non-immediately resolvable requests.
• Partnering with Commercial /Supply Chain teams.
• Influencing product take and delivery timing to achieve financial targets.
• Providing overall business update and customer account info, including availability dates, delivery forecast, targets, progress.
• Monitoring customer prioritization, delivering forecast targets and supporting product allocation management.
• Conducting training sessions and influencing customers to adopt new processes, tools, and systems.
• Identifying and implementing improvements in operational efficiency, customer experience, etc.
• Assisting with the onboarding of new colleagues and providing function-specific peer-to-peer training.

 Salary package, including benefits, are highly negotiable depending on experience gained 

Please note that subsequent to the screening and shortlisting process, all further communication will be entered into, only with the shortlisted candidates

NB! This job is now closed. You can apply for other jobs by uploading your CV.