Customer Service Representative in Sustainable Agriculture

il y a 6 jours

Casablanca, Maroc beBeeCustomerService Temps plein
Job Summary

We are seeking a skilled Customer Service Representative to join our team. This role involves providing exceptional customer support, resolving inquiries, and ensuring customer satisfaction.

This is a crucial position in maintaining positive relationships with our customers and upholding our company's reputation for excellent service.

Key Responsibilities
  1. Customer Interaction
    • Respond promptly to customer inquiries via phone, email, chat, and in-person
    • Handle and resolve customer complaints with empathy and professionalism
  2. Problem Resolution
    • Identify and resolve customer issues in a timely manner
    • Escalate complex problems to appropriate departments when necessary
    • Follow up with customers to ensure satisfactory resolution of issues
  3. Sales Support
    • Assist with promotional activities and communicate offers to customers
  4. Reporting and Analysis
    • Prepare regular reports on customer service activities and metrics to visualize key performance indicators (KPIs)
    • Increase operational excellence by continuously improving the commercial dashboard; promote standard platforms
    • Prepare and Share daily sales reports
    • Identify trends in customer feedback and suggest improvements
    • Conduct advanced analytics to identify trends, patterns, and opportunities for improvement
    • Support demand forecasting and inventory optimization through data analysis
  5. Continuous Improvement
    • Stay updated on product knowledge and company policies
    • Participate in training sessions to enhance customer service skills
    • Contribute ideas for improving customer service & SC processes
    • Propose and pilot innovative solutions to enhance supply chain & customer service performance
    • Contribute to the development of a culture of continuous improvement within the team
  6. Project management
    • Participate in supply chain improvement projects
    • Monitor project progress and report on key milestones and outcomes
    • Facilitate communication between project stakeholders and team members
  7. Administrative management of customer sales
    • Ensure the order follow up and processing E2E with invoices proper sending to customers
    • Collection of payments for specific cases (tenders)
  8. Reporting:
    • Support the customer service lead in the monthly follow-up of promotions and Rebates exercise monitoring
    • Ensure the back up of customer service lead when necessary
Requirements

To be successful in this role, you will need to have:

  • Critical success factors & key challenges
    • Accuracy of data analysis
    • Maintain a customer satisfaction rating of 90% or higher
    • Resolve 80% of customer inquiries on first contact
    • Adhere to all company policies and procedures
    • Smooth & effective S&OP process
    • Knowledge on SAP, SPS
    • Excellent MS office skills (Excel, word, PPT, macros..)
    • Customer service management
    • Excellent in communication skills
    • Analytical thinking and sound project management skills
  • Critical experience
    • Master's degree preferred
    • 1-2 years of experience in customer service or related field
    • Experience in the agro industry
    • Multilingual capabilities (French/English)
    • Excellent verbal and written communication skills
    • Proficiency in Microsoft Office suite and customer service softwares
    • Macros, SQL, PowerBi ..
    • Good problem-solving
    • Ability to remain calm and professional in stressful situation
Benefits

We offer a competitive salary and benefits package, including:

  • Willingness to travel in the in-scope countries
  • Good English, French language skillset required
  • Flexibility in working hours and workplace

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