Customer Management Specialist
Customer Management Specialist
The Ingredients business group develops nutritious and functional ingredients that add value to existing products. The business group supplies natural ingredients based on milk, cheese whey and vegetable raw materials to industrial customers in the infant & toddler nutrition branch, the food industry, the pharmaceutical industry and the young animal feed industry worldwide. The Ingredients business group has sales offices globally in the Netherlands, the United States, Singapore, Brazil, and China.
FrieslandCampina is growing its ingredients business in APAC region. If you are an amazing Customer Management professional who wants to make great impact at an amazing company, then this is the right fit for you!
What we ask
Job Requirements
- Relevant Diploma or Bachelor degree preferable in a commercial area
- Min. 5 years’ experience in sales/customer services preferably in an international B2B environment
- Knowledge of customer service principles and practices
- Proficiency of the SAP /APO system and CRM (Sales Force) is preferred
- Fluent in English, both oral and in writing. Other language proficiency is advantageous
- Excellent communication skills and International and cultural sensitive
- A team player with good interpersonal skills, ability to interact with a diverse group
- A creative thinker with a pragmatic mindset, solution oriented and a strong can-do mentality
- Proactive and assertive attitude combined with excellent planning and organizing skills
- Accurate, disciplined and capable of dealing with stress and deadlines
- The maturity to stay calm and respond professionally in all circumstances
- Quest for excellence in quality and work output
- Possess of good computer capabilities i.e. Microsoft Word, Excel and PowerPoint
What we offer
- A purpose driven organisation – nourishing by nature
- Empowering our people with the right level of autonomy
- An international work environment that is friendly and inclusive – we are people focused and approachable
- Enabling your potential and chance to broaden your exposure
Vacancy description
Job Description
a. Sales Orders Management
- Maintain strong business relationship with our accounts, monitor the development and performance as business partner.
- Supporting roles in achieving annual sales budget /rolling forecast sales revenue and volume.
- Proactive tracking of customers forecast vs order to achieve high level of accuracy.
- Management of allocated customer accounts in accordance to Corporate T&C and way of working.
- Ownership to maintain updated customers' default requirements in Masterdata.
- Close follow up and alignment with internal stakeholders for prompt order /shipment execution.
b. Customer Relationship Management
- Support the sales /customer team in optimizing the business (sample arrangement, order management, sales & marketing activities, etc.)
- Liaise and collaboration with respective stakeholders for escalation on issues brought up by customers till resolution and closure.
- Ensure customers’ details are verifiable and kept up to date in SAP Master Data and Salesforce CRM.
- Monitor, control and adjust process in line with customer agreement and internal procedure.
- Contact accounts pro-actively to discuss options like changes in delivery due to shortage or overstock of products and can negotiate within prescribed ranges in those cases.
- Responsible for good customer satisfaction survey results.
c. Complaint Management
- Deal with complaints in line with company guidelines and procedures Policy input.
- To enhance customer experience by following up effective and satisfactory closure within target handling lead time.
d. Other Tasks
- Collate, analyze and review various key performance metrics reports to measure business performance and visibility.
- Prepare KPI tracking reports for management presentation.
- Participate in projects for continuous improvement.
- Professionalize and uniform processes towards sales excellence.
Team Details
For thousands of people every day, we are more than just a dairy company. To our farmers, our employees, the communities we serve, the businesses we work with and the people to whom we bring happiness, FrieslandCampina means something more. For them it's not just about what we do, but who we are.
We value talented people from any background who want to contribute to something bigger than themselves. We encourage all of our employees to make decisions that benefit our entire company. At FrieslandCampina we own our own career and act accordingly. We trust you to make a difference in your job and influence the bigger picture. Working at FrieslandCampina means you are contributing to a better world.