Customer Care

5 days ago

Johannesburg, South Africa Fenris Personnel CC Full time

**Responsibilities**:
**Sales Orders**:
Coordinate QSR / Foodservice sales orders & fulfilment across the SA and SSA units, and support regional teams when needed; including but not limited to
Order entry/amends particularly for complex or new customer orders.
Work closely with procurement, planning, quality assurance, despatch, and transport to ensure timely deliveries.
Provision of correct documentation for shipping.
Enter & maintain accurate customer information in BAAN.
Correct linking of QSR / Foodservice items in BAAN.
Responsible for co-ordination of customer specific labels and distributor specific documents.

**Service**:
Record and monitor service levels in designated accounts, in alignment with customer KPIs.
Pro-actively work to optimise customer service levels.

**Inventory**:
Follow all procedures relating to inventory control to ensure we manage stock appropriately at each location and balance demand between distributors.
Control all goods returned from customers ensuring all actions are taken to customer satisfaction.
Ensure that products are launched in line with customer expectations and that any issues are highlighted in advance.

**Pricing/Costing**:
Deal with customer price queries across all SSA territory.
In Co-ordination with shipping department, provide costing for new codes from R&D, from customer & update price log.
Support account manager in preparation of quotes, and annual pricing cycles.

**Forecasts**:
Responsible for obtaining customer forecasts, and understanding customer requirements, liaise accordingly with procurement.
Support Sales with input of forecasts.
Monitor forecast accuracy and work with account mangers / customer to improve forecast accuracy.

**CRM system, samples, technical data sheets**:
Support Account Manager(s) in administration of CRM i.e., new customer/address/opportunity data.
Manage sample enquiries input requirements to CRM, paperwork, track & advise customer.
Manage Specification and PDDS requests to Product Info, track & advise customer.

**Customer Integration**:
Proactively seek to improve customer relationships, service levels and GF profitability.

**General**:
Responsible for keeping the customer and GCF updated on all relevant issues in a timely manner.
Knowledge to cover all roles within Customer Service during holidays & sickness.
Proactively and visibly supports the Health and Safety standards, rules, and regulations of the organisation.

**Requirements**:
Secondary level education
Minimum of 3 years experience working in a Customer facing role preferably in the food industry.
The position requires strong language/ communication skills with fluency in a minimum of English.
knowledge and experience of working with ERP systems (knowledge of Baan a significant benefit), Microsoft excel and word.

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