Job Description
Role purpose

• To Lead the customer service for a specific area to ensure the customer service levels are maintained 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

• Customer Order processing 
• Order query handling/monthly account recon handling
• Transportation booking and delivery planning
• Ensure OTIF is maintained
• Monitor dispatched and back orders and run efficient processes for following up and feedback
• Balance inventory at warehouses on a monthly basis and ensure all queries are sorted.
• Ensure correct processes are followed at warehouses in order for correct dispatches to happen and customer service levels are maintained by 3rd party.
• Ensure goods are correctly GRN’s at warehouses.
• Arrange bulk deliveries to customers
• Ensure customer needs are met at all times
• Build and maintain customer service relationships with all customers
• Work together with pricing manager to ensure pricing is correct on invoicing in order to eliminate credit notes and accurate data reported
• Assist with yearly audit queries and reports
• Return management
• Consignment stock management
• Manage product allocations at a customer level

Qualifications
KNOWLEDGE SKILLS & EXPERIENCE 

Critical Knowledge

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

Critical Skills

• Strong communication and interpersonal skills with internal and external customers
• Ability to prioritise work and work to strict deadlines
• Numerate and Logical
• Customer focus
• Strong leadership and team management skills
• Experience with transportation booking and delivery planning
• Familiarity with consignment stock management
• Strong problem-solving and conflict resolution abilities
• Proficiency in relevant software and tools (e.g., ERP systems, CRM software)
• Basic financial knowledge for account reconciliation and audit support
• Ability to analyse data and generate reports
• Adaptability and ability to work under pressure in a fast-paced environment