Customer Relationship Manager Integrated Management System

ESH & QUALITY

HSE Management:

· Maintain health, safety and environment within the internal environment Comply to Legislation as set out in the OSH Act and to organisational standards

· Address workplace hazards and risks

· Within scope of authority of the role, carry out all the employers lawful orders in the interest of health and safety, and report any unsafe acts or conditions

· You are authorised in terms of the OSH Act to enforce all requirements of the standard operating procedures

Quality & Food Safety

· Comply to Legislation as set out in the Foodstuffs Disinfectants and Cosmetics Act and all other relevant Food legislation, regulations and organisational standards

· Apply and continuously improve procedures within internal environment

· Comply with requirements of the Integrated Management System

· Refer to IMS Responsibilities and Authorities– Document reference SDOSA-HR-3-01-M

FINANCE:

· Achieve the annual Sales Budget as per targets and margin expectations

· Manage/Assist with account receivable/ collection

· Pricing deals must be in line with company standards and done on time

· Protect company assets (working capital & fixed assets)

· Minimise waste and rework

· Manage costs and drive continuous improvement

· Ensure all trading rebate documents are up to date and accurate

· Manage customer Debtors book in line with company policy

CUSTOMERS:Customer Relations:

· Monitor and maintain customer satisfaction together with customer service input

· Develop and manage customer relationships to meet business objectives

· Plan a communication strategy for all customers which includes formal meetings/reviews

· Adopt a pro-active customer engagement strategy

Distributor Relations:

· Manage distributor relationships and needs

· Monthly sales reviews to be done with growth plans discussed

· Trade/customer visits planned and adhered to with distributors

PROCESS:

Sales Strategy:

· Provide input into the Sales strategy and align to the business strategy

· Assess gaps, competitor activities and opportunities in the market

· Identify market gaps and new customer opportunities

Sales Planning:

· Monitor and review customer activity plans

· Plan customer service callage (monthly sales plan)

· Gather and provide relevant information to contribute to Sales and Marketing activities

· Analyse data and update sales activities and action plans

Sales Forecasting:

· Provide accurate Sales Forecasts and allocate appropriate stock covers by region within set time frames (and by customer)

· Maintain stock levels on shelf and with distributors as per SLA'S

· Understand stock levels in Dc’s to manage customer expectations

Sales Management:

· Negotiate and manage Trading Term Agreements as per register

· Negotiate and implement Key Account pricing within internal parameters

· Liaise with the Customer Service Department for orders and delivery details

· Manage the stock return process with distributors and merchandising partner (Damages, Expired Sell by Date, etc.)

· Manage all operational activities within the channel (promotions, price increases, deals, listings, merchandising, etc.)

· Ensure that Product storage quality standards are maintained

· Implement sales activity plans within the channel (promotions, price increases, deals, listings, merchandising, etc.) to meet agreed deadlines

· Actively pursue new business opportunities

· Present the range of products and services to customers and close deals with customers

· Check that the product range is represented in the market

· Investigate product related complaints

Regional Accounts:

· Manage Regional Accounts Agents to ensure the desired Sales targets are achieved

· Manage Regional Accounts Distributors, Cash & Carry's, Buying groups and merchandising partner

· Manage Corporate clients

· Manage Industrial, Bakery & Confectionary Accounts

· Develop Regional Sales and Advertising plans and implement Marketing activities and promotions

· Negotiate shelf space where forward share is behind market share within allowed dealing parameters and ensure our merchandising partner is also adhering to this

Product Launches and Exhibitions:

Planning:

· Co-ordinate exhibition launches, briefing meetings and functions

· Arrange special events (internal and external)

· Prepare exhibition designs

Set-up:

· Assemble, install and dismantle exhibition stands

· Control and maintain venue equipment and assets

Exhibit:

· Exhibit company products

· Present a range of Products or services (Current and new products) and communicate product Features, Advantages and Benefits (FABS) to the customer

· Take transfer orders from end users and pass on to Distributors

Brand Development:

· Build strategic customer and complementary supplier alliances

· Implement Marketing and brand, product and service activities and promotions

· Plan and facilitate Product training (Customers, Sales teams, etc.)

· Provide technical support to Distributor Representatives and end-users

· Maintain Brand Loyalty amongst end-users

· Convert customers to company product

· Maintain and update End-User database

Research and Development Innovation:

· Work with customers in developing and manufacturing new innovations within their current and future product range

· Identify innovation opportunities

· Communicate product specification changes to customers

· Analyse and interpret data and marketing information

Reporting and Administration:

· Compile Sales Reports for customer reviews and sales tracking

· Ensure you live customer reports are captured live via honeybee for all customers

Functional Competencies:Personal Effectiveness Competencies:

· Customer Acquisition

· Customer Retention

· Sales Operations

· Sales Execution

· Sales Account Management

· Sales Strategy

· Key Account Management

· Route Planning

· Account receivables / collections

· Environment, Health & Safety Awareness

· Customer Focus

· Service Orientation

· Teamwork & Team Building

· Attention to Detail

· Communications

Technical Competencies:

Skills:

Customer Service:

· Apply the skills of customer care in a specific work environment

Computer Skills:

· Use a personal computer operating system

o MS Office (Excel, Word, PowerPoint)

o SAP

o Quickr

Report Writing:

· Present information in report format

· Generate information and reports for internal and external use

Workshops/Meetings:

· Conduct a formal meeting

· Facilitate meetings/workshops effectively to achieve organisational outcomes

· Plan, develop and deliver presentations

General:

· Apply the organisation's code of conduct in a work environment

· Apply the principles of corporate governance and ethics in a function

· Apply the principles of ethics to improve organisational culture

· Apply basic business principles

· Apply problem-solving techniques to make a decision or solve a problem

· Apply research techniques to interpret and analyse data

· Maintain values in all trading conditions

Knowledge:

ESH:

· Demonstrate knowledge pertaining to basic Health, Safety and Environmental principles in and around a workplace (PPE requirements, Housekeeping standards, etc.)

· Demonstrate knowledge of SHE System requirements

Quality:

· Demonstrate an understanding of HACCP principles

· Demonstrate an understanding of quality and food safety requirements for a Quality Management System

· Demonstrate an understanding of risk assessment concepts and processes

Customer Service

· Demonstrate an awareness of customer service

Product:

· Demonstrate knowledge of the Food and Bakery market, industry and categories

· Demonstrate knowledge of Customers requirements

· Demonstrate knowledge of the nature of edible oils and fats and its transformation into commercial oil and fat based products

· Demonstrate knowledge of the nature and composition of food

· Demonstrate knowledge of fundamental chemical and physical reactions

Department:

Sales

Job Family:

Sales

Reports to (Title):

Sales Manager/National Key Accounts Manager

Key customers:

External: Food Manufacturers, Distributors, Wholesalers and Retailers, Industrial Customers, Agents, Consumers

Internal: Marketing, Customer Service, Manufacturing, Finance

Key contacts:

External: Agents

Internal: Marketing, Customer Service, Manufacturing, Finance

Minimum qualifications:

Grade 12

Advantageous qualifications:

IMM

Legal requirements:

Job grade:

C

Experience:

3 - 5 years relevant experience in a related role within the food marketing and sales environment