AddressDescription
Reporting to the Customer Service Manager the CSR will be a team player and form an integral part of the business delivering exceptional service to the customer. (External and Internal)
Vision - We consistently create and deliver a world-class Customer Service experience to distributor, retailer, agent and grower customers.
World class Customer Service:
- Simplifies the lives of our customers by making it easy-to-do-business with us in the way they prefer with easy visibility to the customer.
- Utilizes automation to execute order to cash process both effectively and efficiently.
- Has a collaborative and holistic view of the customer and our supply chain capabilities.
- Works end to end and is viewed by customers as a flexible and reliable business partner.
- Addresses the root cause of customer questions and concerns quickly and efficiently.
Responsibilities:
- Agency Invoicing: Ensure the effective and timely processing of agency sales through to invoicing.
- Agency Management: Ensure the effective handling of the agency Customer Service including Agency reconciliations, Agency audits, consignment returns, transfers, Agency Customer Service.
- Agency Administration: Day to day administration of the consignment management portal (AIMS) portal as a 'system super user', including setup and maintenance of new accounts, min-max stock limits, inventory setup, pricing etc.
- Agency Accreditation: Management of Agents accreditation certificates and stewardship programs.
- Agency Access Reviews: Product and Customers reviews as required.
- Order Management: Ensure the effective handling of all agency orders from order receipt to product dispatch/delivery. Enter orders accurately and on-time into transactional systems and subsequently monitor product and documentation to ensure customer needs are met. If required, check order versus sales policy.
- Invoicing: Timely creation and distribution of customer invoices, credit/debit memos.
- Reconciliation of consignment accounts between SAP and the consignment management portal(AIMS), including conducting regular reports and audits between the two ERP / CRM systems to ensure the stability and accuracy of data flow and data integrity.
- Manage Returns: Execute authorized product returns and process appropriate credits/adjustments and/or replacement goods.
- Manage Complaints: Handle customer complaints (esp. service complaints) in accordance with company/business procedures. Track complaints through to resolution.
- Compliance Activities: Maintain full compliance with Sarbanes-Oxley (SOX) and any other control requirements.
- Inquiry Management: Efficiently handle inquiries from internal and external customers.
- Support Accounts Receivable / Credit Management: Coordinate credit hold and order release in conjunction with treasury. Support the resolution of payment / accounts issues and discrepancies.
- Participate in and provide expertise as part of the team's objective to develop and recommend changes to the existing methods and systems to increase the accuracy, efficiency, and responsiveness of the Customer Service department as a whole.
- Support Business by communicating key/relevant information that may assist in a successful outcome for both the business and the customer.
- Support Commercial Effectiveness initiatives, such as customer relationship cycles on C/D customers.
- Support Initiatives that assist the sales team with administrative and process workloads.
- Comply with all company procedures and policies regarding EH&S.
- Assist and support Customer Service function as required.
- Any additional duties as reasonably requested.
Qualifications
- Minimum of two years in 'hands-on' Customer Service role.
- Highly developed understanding of customer needs and focus is essential, with a high commitment to service excellence.
- SAP, AIMS and SalesForce experience would be advantageous.
- Working knowledge of Windows & Microsoft Office Suite applications essential - especially Advanced Excel skills and experience.
- Understanding of commercial business practices and processes.
- Knowledge of integrated account management (with particular focus on account reconciliation).
- Accurate data entry capability with a high attention to detail.
- Adaptable to changing processes and systems.
- Formal training in commercial, sales or marketing would be an advantage.
- Effectively organize workload and handle a high volume of rapidly changing priorities whilst maintaining deadlines.
- High level of initiative.
- Strong communication, (written/verbal/presentation).personal leadership, problem solving and a desire to learn should be core competencies.
- Ability to work independently, as well as effectively within teams/networks when required.
- Able to adopt a mature and professional approach in handling difficult customer issues, conflicts and demands.
