The purpose of this position is to handle quotation requests and orders and to provide coordination with customers about products, delivery options and complaints. The client base may include a variety of customers, from independent clients as distributors to individual farmers, and customers covered by a key account.
Key Performance Areas Sales and Sales Support:
Supports export customers and commercial department by providing timely quotes on wide range of products including raw materials, finished mixed products, young animal feed and feed additives.
Handles incoming requests for orders based on pre-set guidelines or in coordination with Sales Manager or Pricing manager to ensure timely service to customers.
Enquire availability of raw materials with the procurement department to provide correct information to the customer.
Request transportation quotes from the approved transport companies
Provides Proformas to export customers incorporating customer requirements, product costs, transport costs and any additional requirements for customer approval and finalization.
Provide product information on request to customers/commercial department.
Liaises between different departments or customer (Customer, Commercial department, Operations department, Export department) to give feedback on general queries, product availability, collection, or delivery schedules to continue relationships with customer meeting volume, quality and price and requirements.
Keep the export manager up to date on all export orders
Data management:
Requesting updates on product data in relevant systems, giving up to date insights in products, prices and other relevant information including requesting of price adjustments, adding new products to customer assortments etc.
Data management of products (new/changes to raw materials and finished mixed products) include ensuring all items are created and available on the system to ensure smooth order processing.
Monitor progress of delegated or escalated problems/complaints and keep stakeholders informed about status of progress to find suitable solution.
General administration relevant to tasks including filing and ensuring documents are stored in a well-kept system.
Customer relationship management:
Manages records and handles customer requests in line with company policies and procedures, to effectively and timely deal with all customer encounters.
Keep customers informed on the progress of their orders.
Customer satisfaction:
Provides support to customers on the most common standard problems, questions, complaints and ensuring overall customer satisfaction.
Continuous improvement:
Signals bottlenecks in work processes, procedures / systems and contribute to the optimization of the department.
CRM Administrator:
End user instruction: Provide training for new employees (on mobile app and Outlook), communication from central to end user, contribute to UAT testing.
First level of support for end users: Provide answers on “how to” questions, guide users to FAQ, communicate issues to central team
Licenses management: Support users in case of requests for changed/new licenses, use CRM to report any achievements or status reviews etc.