Customer Service Lead West

To lead the customer service for a specific area to ensure the customer service levels of Crop Protection customers are in line with agreed service level agreements, ensuring that orders are processed timeously and resolving any queries from customers. Delivering best in industry customer service.

Accountabilities

1. Customer order processing
2. Order query handling / monthly account reconciliation handling
3. Transportation booking and delivery planning
4. Ensure OTIF is maintained
5. Monitor dispatched and back orders and run efficient processes for following up and feedback
6. Balance inventory at warehouses on a monthly basis and ensure all queries are sorted.
7. Ensure correct processes are followed at warehouses in order for correct dispatches to happen and customer service levels are maintained by 3rd party.
8. Ensure goods are correctly GRN'd at warehouses.
9. Arrange bulk deliveries to customers
10. Ensure customer needs are met at all times
11. Build and maintain customer service relationships with all customers
12. Work together with pricing manager to ensure pricing is correct on invoicing in order to eliminate credit notes and accurate data reported
13. Assist with yearly audit queries and reports
14. Return management
15. Manage product allocations at a customer level

Qualifications

Knowledge, Skills & Experience

Critical Knowledge

1. gSAP
2. Customer Service Management
3. Warehousing and logistics experience
4. Strong Microsoft Skills
5. In-depth understanding of order processing and logistics
6. Proficiency in inventory management and warehouse operations
7. Solid knowledge of OTIF (On Time In Full) metrics and improvement strategies
8. Understanding of pricing structures and invoicing processes
9. Knowledge of industry-specific regulations and compliance requirements

Critical Skills

1. Strong communication and interpersonal skills with internal and external customers
2. Ability to prioritize work and work to strict deadlines
3. Numerate and logical
4. Strong leadership and team management skills
5. Experience with transportation booking and delivery planning
6. Familiarity with consignment stock management
7. Strong problem-solving and conflict resolution abilities
8. Proficiency in relevant software and tools (e.g. ERP systems, CRM software)
9. Basic financial knowledge for account reconciliation and audit support
10. Ability to analyze data and generate reports
11. Adaptability and ability to work under pressure in a fast-paced environment

Additional Information

Advert closing 11 March 2025

Remote Work: Employment Type:

Key Skills

1. Typing
2. Data Entry
3. Customer Service
4. Basic Math
5. Computer Skills
6. Windows
7. Banking
8. Upselling
9. Pricing
10. Sanitation
11. Cash Handling
12. Stocking