Establishment of a highly successful and efficient sales and service environment. Identify opportunities to increase sales of existing portfolio as well as potential new products.
Main Function:
· Define and establish an efficient Customer Care structure in cooperation with senior Sales Managers.
· Identify, recruit and develop talent to form a professional and “fit-for-purpose” team.
· System setup and process definition to serve all relevant channels.
· Establishment of a highly successful and efficient sales and service environment.
· Collaborate with the P&C department to identify and close skill gaps of all team members.
· Co-creation and maintenance of customer database.
· KPI setting and follow-through to maintain high customer satisfaction and meet internal product-, logistic- and sales-requirements.
· Key interface between all Sales teams, Distribution, Finance and Marketing on a daily basis.
· Frequently liaise with Demand Planning as the bridge between Sales/Customer care and Production.
· Manage product allocations in close collaboration with Sales based on customer sales data analysis.
· Identify opportunities to increase sales of existing portfolio as well as potential new products.
· Customer complaint management and issue resolution.
· Support company initiatives such as marketing executions, sales pushes, distribution efforts and customer appreciation events.
Competencies:
· Strategic ability to define team structure and setup required systems in order to establish a world-class customer service team.
· Strong sales and customer service skills and the ability to professionally handle critical customer matters and difficult situations.
· Excellent communication skills with the ability to balance commercial-, production- and customer-needs.
· Exceptional conflict problem solving, negotiation and objection-handling skills.
· High integrity, enforcing laws, rules and regulations without exceptions.
· Ability to maintain a calm and professional attitude towards internal and external customers in times of uncertainty, ambiguity and high stress situations.
· Experienced team coach, able to train, motivate and mentor team members and peers on-the-job.
Demonstrated Knowledge, Skills, Experience
· First degree in Business Management or equivalent Certification from a recognized tertiary institution.
· 3 to 4 years of experience in a similar managerial role.
· Excellent time management and organizational skills.
· In-depth product- and production process-knowledge, preferably within the livestock industry.
· High affinity with customer facing / service functions.
· Experience of leading a customer facing team.