The above position exists at Trouw Nutrition South Africa in the Customer Care Department. 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.

Job Description:

Key Performance Areas  

Sales and Sales Support

• Supports customers and commercial department by providing timely quotations on wide range of products including raw materials, finished mixed products, young animal feed and feed additives.
• Handles incoming requests for quotations based on pre-set guidelines or in coordination with Sales Manager or Pricing manager to ensure timely service to customers.
• 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) to give feedback on general queries, product availability, collection, or delivery schedules to continue relationships with customer meeting volume, quality and price and requirements.

Data management

• Update product data in relevant systems, giving up to date insights in products, prices and other relevant information including processing 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.
• Management of monthly raw material price changes on pricelist for commercial department.
• 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, in order to effectively and timely deal with all customer encounters.

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 (D365 CRM)

• 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.

Minimum Requirements

• Matric
• 3-5 years’ experience in similar role
• Knowledge of customer relationship management (CRM) systems
• Knowledge and experience in order handling, including terms and (payment) conditions, product base, packing, service and logistic solutions and solving problems.
• Excellent Communication Skills (Verbal and written)
• Practical administrative and operational knowledge.
• Computer literate

Core Competencies:

• Team player
• Attention to detail.
• Action orientated.
• Customer services orientated.
• Time management and prioritization
• Able to work independently in a fast-paced environment.

Our organisation:

Trouw Nutrition is the global leader in innovative feed specialties, premixes and nutritional services for the animal nutrition industry. Trouw Nutrition provides species-specific nutritional solutions consisting of feed concepts, products and nutritional know-how. The unique combination of products, models and services Trouw Nutrition offers, boosts productivity and supports animal health through all life stages, contributing to our customers' peace of mind. Trouw Nutrition's nutrition solutions have met the need of farmers and home-mixers, feed producers, integrators and distributors. Trouw Nutrition has locations in 25 countries and around 5000 employees.  Our mission is Feeding the Future.

Equal Opportunity Employer: 

Trouw Nutrition is an equal opportunity employer; applicants are considered for all roles without regard to race, color, religious creed, sex, national origin, citizenship status, age, physical or mental disability, sexual orientation, marital, parental, military status or any other status protected by applicable local law. Please advise us at any point during the recruitment and selection process if you require accommodation. Trouw Nutrition is committed to compliance with all applicable legislation, including providing accommodation for applicants with disabilities.