Customer Service Representative

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, address & resolve any immediately addressable customer requests from customers and sales team members via structured communication (phone, email) e.g., order management - order entry, status check; order fulfillment – scheduling, ad-hoc – product returns.
• 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
• Proficiency in English, Kiswahili, speaking any other Country Language is a preference