Customer Services Representative

Ferrero; Johannesburg; On-site; ZAR 200,000 - 300,000; Full time

Job summary

A leading company in the FMCG sector is seeking a Customer Services Representative to serve as the primary point of contact for customer inquiries and order management. This role involves processing orders, managing returns, and ensuring a seamless customer experience, contributing to the company's commitment to quality and consumer satisfaction.

Qualifications

• 3-4 years of customer service experience within FMCG.
• Familiar with CRM systems and practices.
• Proficiency in Excel required.

Responsibilities

• Processing of manual and EDI orders, deliveries and returns.
• End to end management of customer orders.
• Daily order query resolution.

Skills

Strong communication

Interpersonal skills

Supply chain operational knowledge

Education

Grade 12

Post graduate qualification in supply chain / Transportation / Logistics

Tools

SAP

Microsoft Office

Job description

Ferrero is a family-owned company with a truly progressive and global outlook and iconic brands such as Nutella, Tic Tac, Ferrero Rocher, Raffaello, Kinder Bueno and Kinder Surprise. As the love for our brands continues to grow, so too does our global reach. Represented in more than 50 countries, with products sold in more than 170, the Ferrero Group is loved by generations around the world. The secret to our global success? 40,000 dedicated employees who celebrate care and quality to craft a business, careers and brands we are proud of. Join us, and you could be one of them.

Diversity Statement

Ferrero is committed to building a diverse and inclusive culture in which all employees feel welcomed and appreciated and have the same opportunities. We believe all of our people are equally talented in their own way. In nurturing the curiosity and natural abilities of our employees, we provide them, generation after generation, the means to succeed personally and professionally, enabling them to craft their journey at Ferrero. The diversity of our talents is what makes our work environment multicultural, innovative and highly rewarding.

About the Role:

As a Customer Services Representative, you are the first point of contact for our customers, addressing inquiries, resolving issues, and ensuring a seamless customer experience. The Customer Service Representative will focus on the seamless execution of orders, queries around orders and the effective management of returns and paperwork.

Main Responsibilities:

• Processing of manual, EDI orders, deliveries and returns
• End to end management of customer orders (From capture until confirmed delivery, and queries)
• Material substitution management
• Daily Order query resolution
• Order cuts daily reason code maintenance.
• Investigation of delivery shortages and failures
• Shelf-life requirements alignment
• Relevant and requested customer reporting

Who we are looking for:

• 3-4 years of customer service experience within FMCG
• Grade 12
• Post graduate qualification in supply chain / Transportation / Logistics (Advantageous)
• Familiar with CRM systems and practices (SAP)
• Proficiency in Microsoft Office (N.B. Excel)
• Strong communication and interpersonal skills
• Supply chain operational knowledge

How to be successful in the role and at Ferrero:

Consumers, quality and care are at the heart of everything we do. So, to be successful at Ferrero, you’ll need to be just as consumer and product centric as we are - dedicated to crafting brilliant results for consumers around the world.