Customer Service Representative at Nutreco

Job Description:

Key Performance Areas  

Sales and Sales Support

• Supports customers and commercial department by providing timely quotations on wide range of products including raw materials, finished mixed products, young animal feed and feed additives.
• Handles incoming requests for quotations based on pre-set guidelines or in coordination with Sales Manager or Pricing manager to ensure timely service to customers.
• Provides Proformas to export customers incorporating customer requirements, product costs, transport costs and any additional requirements for customer approval and finalization.
• Provide product information on request to customers/commercial department.
• Liaises between different departments or customer (Customer, Commercial department, Operations department) to give feedback on general queries, product availability, collection, or delivery schedules to continue relationships with customer meeting volume, quality and price and requirements.

Data management

• Update product data in relevant systems, giving up to date insights in products, prices and other relevant information including processing of price adjustments, adding new products to customer assortments etc.
• Data management of products (new/changes to raw materials and finished mixed products) include ensuring all items are created and available on the system to ensure smooth order processing.
• Management of monthly raw material price changes on pricelist for commercial department.
• Monitor progress of delegated or escalated problems/complaints and keep stakeholders informed about status of progress to find suitable solution.
• General administration relevant to tasks including filing and ensuring documents are stored in a well-kept system.

Customer relationship management

• Manages records and handles customer requests in line with company policies and procedures, in order to effectively and timely deal with all customer encounters.

Customer satisfaction

• Provides support to customers on the most common standard problems, questions, complaints and ensuring overall customer satisfaction.

Continuous improvement

• Signals bottlenecks in work processes, procedures / systems and contribute to the optimization of the department. 

CRM Administrator (D365 CRM)

• End user instruction: Provide training for new employees (on mobile app and Outlook), communication from central to end user, contribute to UAT testing.
• First level of support for end users: Provide answers on “how to” questions, guide users to FAQ, communicate issues to central team
• Licenses management: Support users in case of requests for changed/new licenses, use CRM to report any achievements or status reviews etc.

Minimum Requirements

• Matric
• 3-5 years’ experience in similar role
• Knowledge of customer relationship management (CRM) systems
• Knowledge and experience in order handling, including terms and (payment) conditions, product base, packing, service and logistic solutions and solving problems.
• Excellent Communication Skills (Verbal and written)
• Practical administrative and operational knowledge.
• Computer literate