Customer Service Officer

About the Role

Get ready to Own professionalization as a Customer Service Officer at Nutreco, an SHV company. As global leaders in animal nutrition and aquafeed, our shared purpose of Feeding the Future is making a positive global impact. The main function is to handle orders and provide coordination with Key Account Customers (CPF/Overseas Customers) about products, delivery options and complaints, as well as support the Sales function. You will ensure adequate and reliable customer administration to contribute to customer satisfaction and realization of commercial targets.

Responsibilities

• Supports and initiates follow-up actions by contacting customers (first and second line) and inform them about products to contribute to effective customer communication and support Sales.
• Answers questions about product assortment and applications, quoting prices and delivery times.
• Handles incoming orders to realize timely and proper delivery, including monitoring, replenishing and entering order data into automated system (M3), tracking orders, identifying problems and ensuring timely information to administration, purchasing and forwarding.
• Updates product data in relevant systems, process price indexations and adjustments, enter prices for new products and introduce new products in the system.
• Registers, administers and updates customer information, contracts, requests, complaints and order data in relevant systems to ensure correct processing and insight into status.
• Logs and resolves customer problems/requests within prescribed timescales, records problem/complaint details, determines nature and cause, escalates complex issues and monitors progress of delegated or escalated items while keeping customers informed.
• Signals bottlenecks in processes, contributes to change/optimization of the department and leads improvement projects, delivering project timelines and handling change management with stakeholders.
• Communicates with clients about solutions and alternative products, prepares reports, and may plan, coordinate and supervise Customer Services team activities to realize day-to-day operations and optimal work distribution.

Qualifications

• Experience handling orders and customer requests and supporting Sales and Key Account Customers (CPF/Overseas Customers).
• Practical experience with order entry and data management in automated systems (M3 referenced).
• Proven ability to record and administrate customer information, complaints and contracts accurately.
• Experience leading improvement projects, delivering timelines and managing change with stakeholders; ability to plan and supervise team activities where required.

Additional Information

• We aim to review all applications within five business days and will get back to you as soon as possible.
• Trouw Nutrition is an equal opportunity employer; applicants are considered for roles without regard to protected status. Please advise if you require accommodation during the recruitment process.