MINIMUM REQUIREMENTS:
• Grade 12 with Marketing or Sales degree / diploma most advantageous
• 3 Years’ Customer Service experience within food manufacturing/ pharmaceutical environment, with proven previous exposure to customer service and sales
• Computer literate
• Good numerical skills
• Excellent negotiation and communications skills displaying good command of English language

DESIRED ATTRIBUTES:
• Effective team player
• Easily assumes responsibility and team identity
• Structured and systematic
• Organized, diligent and conscientious
• Able to follow through and complete tasks
• Pays attention to detail

JOB PURPOSE:
• To support and administer all Customer Service related functions as per internal company procedures and guidelines.
• To source, analyze and act on one’s knowledge of the customer
• To create and maintain quality customer interactions
• To elicit and appropriately act upon customer feedback
• To analyze a single source of customer information to assess potential customer needs
• To effectively communicate with customers via various channels and display knowledge of the entire value chain working across all plant functions to ensure that the plant can optimally service customer demand while minimizing manufacturing costs.
• To generate deep customer insights through communication skills
• To operate within a service-focused environment
• To identify and action opportunities for cross- and up-sell
• To engage with customers in a mutually beneficial manner

KEY RESPONSIBILITY & ACCOUNTABILITIES
? Customer service of defined customer base.
? Responsible for immediate order entry (into the system), confirmation after checking availability and processing, and constant updating of corresponding customer base data in the system.
? Implement timely processing of samples according to predetermined lead and delivery times, optimal sample numbers and cost-benefit-ratio in collaboration with TGs / sales responsible.
? Implement prompt, timely quotation preparation using SAP and considering the predetermined pricing process based on the minimum order quantity, block pricing, extra packaging costs, etc. to be agreed on. Ensure constant optimization of terms of payment and delivery conditions.
? Implement project processing including sampling and quotation preparation.
? Implement continuous monitoring and compliance with contracts, prices, order quantities, batch sizes, delivery packaging and payment as well as implement other agreements in accordance with the executive manager. Elaborate corresponding analyses.
? Monitor customer complaints together with Complaint Management and in accordance with Sales. Implement communication with customers and conduct appropriate measures (e.g. credit notes) in accordance with the senior manager and Sales.
? Assist in organizing and preparing internal and external customer visits in accordance with the participating departments (Sales, D&A, samples lab).
? Assist in planning product lines as well as in pricing and condition planning together with Sales.
? Participate in the optimization of course of actions and processes in accordance with the senior manager.