Customer service representative

The Customer Service Representative handles advisory and commercial customer requests, both reactively and proactively and in line with the relevant guidelines. He or she ensures adequate and reliable customer administration, in order to contribute to customer satisfaction and realization of the commercial targets of the OpCo. Activities include accepting and processing of incoming orders, answering questions, solving problems and customer complaints on orders, so that the customer satisfaction and continuity of the relationship are guaranteed.

The Customer Service Representative role is located within the Customer Service department of an OpCo. The main function of the department is to handle orders and to provide coordination with customers about products, delivery options and complaints. The client base may include a variety of customers, from independent clients as distributors to individual farmers, and customers covered by a key account. The product portfolio, the number of different products / formulations and the geographical scope (countries / regions served) of the OpCo define the complexity of the role of Customer Service Representative. At level IV and V, the role of the Customer Service Representative may include team leader / supervisory responsibilities for levels below, planning, coordinating and supervising the activities in the Customer Services team, in order to plan and realise the day‑to‑day activities and optimal work distribution within the team.

Job Description

Sales and Sales Support

• Supports and initiates follow‑up actions by contacting customers (first and second line) and informs them about products to contribute to effective customer communication.
• Answers questions about product assortment and applications, production based on standard product, quoting prices and delivery times.
• Renegotiates contracts with customers for renewals regarding price, specifications and delivery within defined parameters and standards set by Sales, to continue the relationships with customers meeting volume, quality and price requirements.

Order processing and data management

• Handles incoming orders to realise a timely and proper delivery of orders to customers.
• Monitors, replenishes and enters order data into an automated system for further order processing, tracks orders being processed, identifies potential problems and ensures timely and correct delivery of relevant information to the administration, purchasing and forwarding.
• Updates product data in the relevant systems, providing up‑to‑date insight in products, prices and other relevant information, including processing price indexations and adjustments and entering prices for new products and introducing new products in the system, possibly adding to customer assortment.

Customer relationship management

• Manages records and handles all customer requests and incoming orders in line with company policies and procedures, to effectively and timely deal with all customer encounters.
• Registers, administers and updates all customer information, contracts, requests, order data, complaints and/or signals in the relevant systems to have timely, accurate and complete insight into the type and status of customers, contracts, requests, complaints and/or signals, and orders can be processed correctly.

Customer satisfaction

• Logs and resolves all customer problems/requests within prescribed timescales to maintain customer confidence, if possible by actively solving problems/complaints.
• Provides support to customers on the most common standard problems, questions, complaints, etc., so that they are resolved and customers be appeased. This includes properly recording the problem or the complaint, determining the nature and cause of the problem/complaint and translating the message into a problem description according to procedures; escalates complex problems/complaints.
• Monitors progress of delegated or escalated problems/complaints and keeps the customer informed about the status of reporting, administrative consolidation of the notification, and recording in system.

Continuous improvement

• Signals bottlenecks in work processes, procedures and/or systems and contributes to the change/optimisation of the department.

Communication / coordination

• Communicates with clients and informs them about solutions to problems/complaints, explains options on alternative products, and informs managers on complex problems/complaints.
• Conducts correspondence and preparation of reports.
• May plan, coordinate and supervise activities of the Customers Services team, taking into account applicable guidelines and procedure, to plan and realise day‑to‑day activities and optimal work distribution within the team.

Our organisation

Trouw Nutrition is the global leader in innovative feed specialties, premixes and nutritional services for the animal nutrition industry. Trouw Nutrition provides species‑specific nutritional solutions consisting of feed concepts, products and nutritional know‑how. The unique combination of products, models and services offered by Trouw Nutrition boosts productivity and supports animal health through all life stages, contributing to our customers’ peace of mind. Trouw Nutrition’s nutrition solutions have met the need of farmers and home‑mixers, feed producers, integrators and distributors. Trouw Nutrition has locations in 25 countries and around 5000 employees. Our mission is Feeding the Future.

Equal Opportunity Employer: Trouw Nutrition is an equal opportunity employer; applicants are considered for all roles without regard to race, colour, religious creed, sex, national origin, citizenship status, age, physical or mental disability, sexual orientation, marital, parental, military status or any other status protected by applicable local law. Please advise us at any point during the recruitment and selection process if you require accommodation. Trouw Nutrition is committed to compliance with all applicable legislation, including providing accommodation for applicants with disabilities.

Nutreco is a global leader in animal nutrition and aquafeed. Our advanced nutritional solutions are at the origin of food for millions of consumers worldwide. Its two global company brands Skretting (aqua feed) and Trouw Nutrition (animal nutrition) have sales in over 90 countries. Our purpose Feeding the Future captures a big challenge: feeding 9 billion people in 2050. Our responsibility is twofold: we need to make a significant contribution to meeting the rapid increase in worldwide demand for food; on the other hand, we need to find the right balance in order that we can realise growth while making also responsible choices for people and planet. To know more about us, please visit our website https://www.nutreco.com.