- Location
- Johannesburg, South Africa
- Type
- Full-time
- Department
- Customer Service
- Seniority
- Lead
- Source
- Workday
Description
Job Description:
Get ready to Own customer service transformation as Customer Service Lead at Trouw Nutrition, a Nutreco company. In this influential role, you’ll combine hands-on leadership with process improvement to develop a capable and customer-focused team, improve order management processes, and work closely with Sales, Supply Chain, Operations, and Logistics to deliver a seamless customer experience. Own your ideas, Own your progress and Own your impact.
What you'll do
Reporting to the Supply Chain Manager, you will lead a team responsible for delivering excellent service across domestic and export markets while continuously improving the customer experience. You will:
Lead, coach and develop the Customer Service team, building capability, engagement and development.
Oversee the end-to-end order management process, ensuring customers receive accurate and timely support from order placement through delivery.
Act as the escalation point for complex customer issues, coordinating solutions with internal stakeholders and customers.
Drive performance through KPIs including OTIF, NPS, Order Accuracy, Order Efficiency and customer satisfaction measures.
Identify and implement improvements to customer service processes, systems and ways of working.
Who we're looking for
We're looking for someone who is responsible, accountable and ready to Own this role. Someone who is a strong people leader, thrives in a customer-focused environment, and can balance operational excellence with team development.
A degree in Business Administration, Supply Chain, Engineering or a related field.
Proven experience in Customer Service in a manufacturing environment.
Proven experience leading and developing teams in a complex operational environment.
Strong stakeholder management, communication and problem-solving skills.
Experience working with ERP and CRM systems.
Professional proficiency in both English and Afrikaans.
What you'll receive
As part of Nutreco, you'll be a member of the SHV family, a diverse group of companies with a global footprint. Join us and you'll gain access to a wide network of expertise and career opportunities while contributing to our purpose of Feeding the Future. In addition, you'll receive:
A competitive salary and benefits package.
Opportunities for learning, development and career growth.
The support of a collaborative and purpose-driven team.
Exposure to a diverse customer base across South Africa and export markets.
The opportunity to make a visible impact on customer experience and business performance.
How and why to find out more
We can offer you a rewarding career with real meaning and purpose. This is an opportunity to lead a critical function, develop a capable team, and play an important role in delivering an excellent customer experience.
If you're ready to make an impact and help us Feed the Future, we'd love to hear from you. #Ownit #trouwnutrition
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 Trouw Nutrition offers, 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, color, 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.
