Job Description Mission:<\/p>\n
\tServe as the primary point of contact for key customers, ensuring a seamless and exceptional customer experience
\n\tCollaborate with cross-functional teams address customer needs, resolve issues, and maintain strong customer relationships
\n\tContribute to develop the overall customer satisfaction and loyalty of Lesaffre South Africa, Aries Baking Supplies, and Bakelab
\n\tAct as the bridge between the commercial teams and customers
\n\tLead and coach teams to ensure flawless customer service across the business<\/p>\n
Position Summary:<\/p>\n
\tReporting to the Supply Chain Manager, the Customer Lead is responsible for managing the relationship with the organization’s key customers, serving as their primary point of contact and advocate. This role plays a critical part in ensuring customer satisfaction, loyalty, and the effective coordination of customer-related activities across the organization.<\/p>\n
Main Responsibilities:
\nCustomer Relationship Management:<\/p>\n
\tServe as the primary point of contact for assigned key customers, providing responsive and personalized support
\n\tUnderstand the customers’ business needs, challenges, and objectives, and align the organization’s offerings to meet their requirements
\n\tResponsible for providing an excellent customer service experience to increase customer satisfaction
\n\tOversee the quality of service provided to customers to ensure that the organisation\u2019s responsibilities as a seller are fulfilled
\n\tMaintain regular communication with customers, proactively address customer concerns\/complaints and providing updates on order status, delivery, and any other relevant information
\n\tCollaborate with the Sales, Customer Service, and Supply Chain teams to ensure the seamless execution of customer orders and the resolution of any issues
\n\tKeep order management systems such as SAP\/CRM up to date with current information and customer records<\/p>\n
Order Management and Fulfilments:<\/p>\n
\tManage the end-to-end order fulfilment process for key customers, including order entry, inventory allocation, and delivery coordination
\n\tProvide customers with accurate and timely information on order status, shipment tracking, and any delivery exceptions
\n\tEscalate and resolve any order-related issues, such as order discrepancies, product quality concerns, or delivery problems
\n\tMaintain detailed records of customer orders, shipments, and interactions to ensure accurate reporting and traceability
\n\tMonitor and analyse order processing metrics to identify trends and improvement opportunities
\n\tDocument the order management process and ensures it is well understood and accessible, aiding in training and process standardization
\n\tProcess customer complaints
\n\tDrive timely feedback and resolution back to the customer<\/p>\n
Customer Feedback and Insights:<\/p>\n
\tGather and analyse customer feedback, including complaints, suggestions, and satisfaction levels
\n\tIdentify trends and patterns in customer feedback, and communicate insights to the relevant cross-functional teams
\n\tCollaborate with the Sales, Marketing, and Product teams to provide customer-centric input on product development, pricing, and go-to-market strategies<\/p>\n
Supply Chain Coordination:<\/p>\n
\tLiaise with the Procurement, Production, Warehouse, and Logistics teams to ensure the timely availability of products and the efficient delivery of customer orders
\n\tProvide the Supply Chain team with customer-specific requirements, such as delivery schedules, special handling instructions, or packaging preferences
\n\tCommunicate any changes in customer demand, order patterns, or special requests to the relevant supply chain functions
\n\tIdentify and implement process improvements to enhance the efficiency and effectiveness of customer-facing activities
\n\tExceeding and improving on OTIF (On time and In Full) metrics and resolution on Customer complaints within agreed timeline along with mitigation measures to prevent recurrence
\n\tFacilitate meetings between the CSD team and Sales, Customer Service, and Supply Chain teams and Customer complaints discussions
\n\tProvide feedback and recommendations to the Supply Chain Manager on ways to improve the overall customer experience
\n\tCollaborate with cross-functional teams to develop and implement innovative solutions to address customer needs<\/p>\n
Stakeholder engagement:<\/p>\n
\tWork closely with the Sales, Customer Service, and Supply Chain teams to align customer-related activities and ensure a consistent and seamless customer experience
\n\tCommunicate effectively with the Supply Chain Manager, as well as other cross-functional stakeholders, to provide updates, share insights, and address concerns
\n\tServe as a subject matter expert and provide input to the Supply Chain Manager on customer-related matters
\n\tSupport account department with account receivables
\n\tSupport sales with tracking of projects and tracking of sales data<\/p>\n
Qualifications Qualifications and Skills:
\nEducation and Experience:<\/p>\n
\tMinimum 5-7 years of experience in a customer-facing role, preferably in a manufacturing or distribution environment
\n\tProven track record of building and maintaining strong customer relationships and delivering exceptional customer service<\/p>\n
Technical Skills:<\/p>\n
\tProficient in using customer relationship management (CRM) systems, order management software, and data analysis tools
\n\tStrong understanding of supply chain operations, including procurement, production planning, inventory management, and logistics
\n\tFamiliarity with industry-specific regulations, quality standards, and customer service best practices<\/p>\n
Personal Attributes:<\/p>\n
\tExcellent communication and interpersonal skills to engage with customers and cross-functional teams
\n\tProblem-solving and conflict resolution skills to address customer issues and concerns
\n\tAdaptability and flexibility to respond to changing customer requirements and market conditions
\n\tStrong organizational and time management skills to prioritize and coordinate multiple tasks
\n\tCommitment to continuous improvement and the delivery of exceptional customer service<\/p>\n
Additional Information Line Management<\/p>\n
\tReporting directly to the Supply Chain Manager<\/p>\n
Apply via company website ( N \/ A ) or<\/p>\n
www.linkedin.com<\/p>\n
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