Job Description
responsible for providing exceptional customer support, resolving inquiries, and ensuring customer satisfaction. This role is crucial in maintaining positive relationships with our customers and upholding our company's reputation for excellent service
Accountabilities
Respond promptly to customer inquiries via phone, email, chat, and in-person
Handle and resolve customer complaints with empathy and professionalismProblem ResolutionIdentify and resolve customer issues in a timely manner
Escalate complex problems to appropriate departments when necessaryFollow up with customers to ensure satisfactory resolution of issuesSales SupportAssist with promotional activities and communicate offers to customers
Reporting and AnalysisPrepare regular reports on customer service activities and metrics to visualize key performance indicators (KPIs)
Increase operational excellence by continuously improving the commercial dashboard; promote standard platforms (Qlickview / Qlicksense / SFDC / SAP)Prepare and Share daily sales reportsIdentify trends in customer feedback and suggest improvementsConduct advanced analytics to identify trends, patterns, and opportunities for improvementSupport demand forecasting and inventory optimization through data analysisContinuous ImprovementStay updated on product knowledge and company policies
Participate in training sessions to enhance customer service skillsContribute ideas for improving customer service & SC processesPropose and pilot innovative solutions to enhance supply chain & customer service performanceContribute to the development of a culture of continuous improvement within the teamProject managementParticipate in supply chain improvement projects
Monitor project progress and report on key milestones and outcomesFacilitate communication between project stakeholders and team membersAdministrative management of customer salesEnsure the order follow up and processing E2E with invoices proper sending to customers
Collection of payments for specific cases (tenders)Reporting :Support the customer service lead in the monthly follow-up of promotions and Rebates exercise monitoring
Ensure the back up of customer service lead when necessaryQualifications
Critical success factors & key challenges
Accuracy of data analysisMaintain a customer satisfaction rating of 90% or higherResolve 80% of customer inquiries on first contactAdhere to all company policies and proceduresSmooth & effective S&OP processKnowledge on SAP, SPSExcellent MS office skills ( Excel, word, PPT, macros..)Customer service managementExcellent in communication skillsAnalytical thinking and sound project management skillsCritical experience
Master's degree preferred1-2 years of experience in customer service or related fieldExperience in the agro industryMultilingual capabilities (French / English)Excellent verbal and written communication skillsProficiency in Microsoft Office suite and customer service softwaresMacros, SQL, PowerBi ….Good problem-solvingAbility to remain calm and professional in stressful situationAdditional Information
Willingness to travel in the in-scope countriesGood English, French language skillset requiredFlexibility in working hours and workplace