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Purpose of the Role: 

• To address complaints from consumers and customers. Coordinate with various functions within the Supply Chain and external Customers. To guarantee that the interests of both the Customer and the Company are consistently upheld.

Key Responsibilities: 

• Maintain and implement a quality and food safety culture within work teams.
• Drive an understanding of quality and food safety policies within work teams.
• Drive Customer and Consumer Obsession.
• Maintain professional and efficient handling of Consumer and Customer Complaints.
• Respond to consumers with personal phone calls, chats, and emails.
• Ensure timeout action of uplifts requested by Vector via the SAP uplift process.
• Establish the value of Consumer vouchers (wiCodes) and issue.
• Liaising and resolving complaints within defined timelines.
• Conduct daily investigations and make decisions on whether to authorize or reject complaints.
• Provide guidance and support to internal teams in achieving service level agreements (SLA) targets related to product complaints.
• Participate in customer meetings to share statistics and address concerns.
• Engage in implementing processes with strategic customers to manage complaints.
• Accurately capture complaint data and maintenance of complaints database and Freshdesk.
• Ensure complaint values are reviewed and approved by relevant approvers before responding to complaints.
• Effectively communicate any risks related to product complaints.
• Maintain constant communication with the Customer Care Manager.
• Participate in cross-functional team meetings.
• Actively participate in decision-making processes in stock resolution, and consider business cost and food safety.
• Advise on systems and processes that require improvement.
• Raise awareness of processes and procedures in communication to external and external parties.
• Create work instructions and provide training to ensure all team members are aware of new processes.
• Possess the "go above and beyond" mindset.
• Support and the drive the business core values.

Skills & Attributes:

• A detailed understanding of the poultry industry, including supply chain.
• A solid understanding of business processes and procedures.
• Consumer awareness and expectations.
• Freshdesk/Freshchat ticketing CRM system would be advantageous.
• Excellent communication skills both verbal and written.
• Work well within a team and independently.
• Emotional maturity to deal with conflict and people of all caliber.
• Computer Literacy (MS Office).
• Data processing and interpretation.
• Attention to detail and Logical thinking
• Quick learner

Experience:

• At least 3 years experience in a Poultry production and quality assurance environment.
• Supply Chain knowledge 
• Minimum 3 years of Customer Care experience.

Qualifications:

• Matric
• Customer Care related certification.
• 3 years based on a Tertiary Degree/Diploma advantageous.
• Minimum of 3 years manufacturing (FMCG) and supply chain experience.
• Advanced computer knowledge (MS Office, SAP, Power BI, Freshworks).
• Customer Service Training.
• Customer Care regulatory training (CPA, POPIA etc.)
• A valid driver's license.

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