Customer Service Representatives

**Customer Service Representatives -SAC**

**Role purpose**
- Execution of the best-in-class service through effectively managing customers to ensure customers’ business needs are fulfilled and sales targets are met in partnership with the Commercial organization

**Key responsibilities and tasks**
- Interact with customers (directly and via sales team members).
- Orchestrate the service relationship, acting as primary contact for assigned customer accounts
- Seek customer feedback to track satisfaction level and identify solutions to improve experience
- Receive, document & resolve Quality & Service complaints (make records and close the cases timely etc..).
- Influence Order in-take and delivery timing to achieve financial targets
- Manage internal communication and alignment with various stakeholders like Customer facing squads, Commercial Operations, Supply Chain & Distribution and other support function teams like Finance and credit etc.
- Provide overall business updates & reports and customer account info (e.g., availability dates, delivery scheduling, targets, progress reports)
- Ensure customer prioritization, delivery forecast targets and support product allocation management and reflect that in the SAP ERP System.
- Conduct training sessions and influence customers to adopt new processes, tools, and systems
- Identify and implement improvements in operational efficiency, customer experience, etc. through continuous improvements with system automation, system & process improvements and/or enhancements.
- Price Master Data management: Price confirmation on SAP with the Commercial Agreements team.
- Ensuring prices & discounts applied are compliant with the defined Price lists, payments terms & defined Market Funding Programs.
- Customer Master Data Management: Receive requests from commercial team, validate, document and submit to Master Data Teams for proper accounts creation & maintenance.
- Creation of new accounts on Salesforce and ensure maintenance of correct customer information in the system.
- Data analysis to generate weekly & Monthly report outs for squads to internal stakeholders - Commercial, Production, Planning, Finance, Supply Chain, Marketing & Quality departments on performance tracking, order status, open order and supply risks.
- Audit & compliance: Adherence to Global Guidelines and local policies to mitigate risks, Preparation & resolutions. Checks & balance between CS, Fin & CA (Pricing, customers, products)
- Participate in customer service-related projects or initiatives, providing input and expertise to drive positive customer experiences and business growth
- Attend to any other duties assigned in line with job expectations

**Key Working Relations**:

- Reports to SCM Operations Lead
- Supply Chain Operations Planner
- Customers/Customer Facing Units
- Country / country group leadership team, Commercial (incl. customer squads), Marketing, Regulatory, Finance & Controlling teams
- Country SCM/CS team
- Regional Planning, Distribution, Customer Service, Data and Digital and other regional mission teams
- Site logistics/plant planners, Quality teams, HSE and Procurement
- Commercial Agreements

**Experience, Skills and Qualifications**
- BS/BA/Bcom in Business / Supply Chain Management, or related fields required; MS/MBA preferred
- 5 years of operational experience in Customer Service, Commercial, Logistics, Supply Chain & Administration, incl. managing teams (Strong domain knowledge in agriculture preferred)
- Key competencies: customer focus, strategic mindset, results orientation, collaboration, agility, conflict management, decision making, strong communication, interpersonal, negotiation, relationship management skills
- Knowledge of IT systems and tools, e.g. SAP ERP, Sales Force, EDI preferred Preferred proficiency in English language; Portuguese speaking will be an added advantage.

**Application Period**:

- 06 November - 17 November 2024**Reference Code**:

- 833257**Division**:

- Crop Science**Location**:

- South Africa : Gauteng : Gauteng**Functional Area**:

- Customer Operations and Support**Position Grade**:

- E13**Employment Type**:

- Regular**Work Time**:

- Standard**Contact Us**

**Address**

**Telephone**

**E-Mail**
- 9 Country Estate Drive, Waterfall City, Johannesburg, 2090.
P O Box 143
Isando, 1600, South Africa