Customer Service Specialist

About the Unit

Our purpose

Our founders faced and overcame the greatest food challenge of their time. With collaboration and curiosity, they helped save the lives of millions. Since then, we have continuously developed solutions that improve and increase global food production more sustainably.

But the disruptions of recent years have shown how fragile the food system is and how it threatens food security. We have more mouths to feed and limited resources to draw upon.

At Yara, we are working tirelessly to meet these challenges head-on. Through integrated, science-based solutions, we’re helping to lead a food system transformation to protect nature better, increase affordable food access, transition to clean energy, and improve livelihoods. Collaborative leadership will grow our potential to do good and secure a resilient food system while protecting and restoring our planet.

Responsibilities

DUTIES AND RESPONSIBILITIES

To improve the performance, image and service of the company by developing and implementing organization-wide Order-To-Cash (OTC) customer-centric differentiated service approach and customer relations strategies to improve current systems and meet the company’s overall business plan.
Ensure timely payments of Marketing Programs for Customers and Channel partners.
Establish KPIs for customer service, measure and improve (Cost of service, Channel inventory, Perfect Order Metrics, Customer segmentation).
Act as primary contact for top accounts regarding all information pertaining to the account: order status, credit, complaints, channel inventory, MOS (Move-Out-Sales) and POG movement.
Provide sales support for POG/EI tracking, rebates, returns management and analytics
Setting the customer service procedures and ensure compliance with the Distributor Agreement.
Ensure closure and resolution of customer inquires/complaints and provide best in class service/support to the customers and channel partners.
Work together with the channel sales team to create and retain customer loyalty and preference by establishing a direct line of communication with the customer and taking lead in facilitating resolution of customer concerns and complaints.
Constantly review and evaluate processes and procedures and make appropriate actions to ensure business continuity and progress.
Develop an effective and clear communication flow between the customers and internal areas to ensure “operational excellence” and total customer satisfaction.

Profile

FUNCTIONAL KNOWLEDGE REQUIRED (level of understanding in own/other disciplines)

Working knowledge of relevant Yara Safety Systems.
Reasonable knowledge of marketing procedures Yara’s global product portfolio and manufacturing methods.
Relevant products in Yara’s product portfolio and their applications and restrictions.
Relevant local or regional regulations and legislation
Working knowledge of customer service- and external customer relations management.

BUSINESS EXPERTISE (integration of own function into business)

Proficiency in corporate and business requirements relevant to the Unit.
Exercises Conduct within Yara code of ethics and Corporate Governance.

Additional Information

QUALIFICATIONS AND EXPERIENCE

Bachelor's degree
Minimum 5-6 years’ experience in similar role
Adequate English
Proficient computer skills (Microsoft Office)
Valid driving license
Willing to work for an initial engagement of one year

ESSENTIAL COMPETENCIES

Computer literate with knowledge in MS Office & SAP based applications.
Excellent oral and written communication skills in English
Have strong understanding of products, business practices and knowledgeable on the industry characteristics.
Driven and is comfortable working alone and with teams.
Able to establish good rapport to both internal and external customers.
Understand IT tools and systems necessary to support key forthcoming projects.

Contact details

HR Manager- Yara Fertilizers Philippines Inc

Apply no later than

April 30, 2024