Customer Service Supervisor

Vilmorin Mikado Tohumculuk A.Ş

Vilmorin - MIKADO

Job location:  Pendik, Istanbul, Turkey

To centralize, structure, and strengthen Customer Service within Vilmorin Mikado Turkey and enable sales team to more concentrate on demand creation. The role will be responsible for mainly warehouse and stock management, reception of products from suppliers, preparation of commercial orders collected by sales team, invoicing goods, providing all related documents, arranging shipments, and follow-up customer accounts and stocks. Managing the warehouse staff, overseeing their work schedules, annual leave, and handling their job-related and other requests. Organizing Office and Depot Occupational Health Security Controls. Supporting sales and development teams for trial seeds, promotion material, and etc. delivery from HQ.

Qualifications:

• Minimum bachelor’s degree from a reputable university in Agricultural Engineering, or in a related field
• Minimum 4 years’ experience in a similar position (accounting, customer service, logistic, supply, procurement…)
• Good command of verbal and written English
• Advance command of MS Office program
• Able to travel when needed

 Competencies and Skills:

• Strong communication skills
• Team Player
• Problem solver
• Advance analytical thinking
• Customer- Oriented Mindset
• Willing to learn  

Key Responsibilities:

Order Management:

• Receive and follow up the orders. Make sure that order form is in proper shape and has the right contents.
• Lot detection (FIFO) Use ERP Special Screen to be able to pick the right lots.
• Price Control & Check  
• Control Product allocation across customers/sales areas.
• Inform Credit Departments if there are “Hold Code” issues.
• Print pick Slip and e-mail to Warehouse.
• Conversion of waybills to invoices and E-Invoice operations (including invoice for export)
• Follow up and makes sure the order receptions of the customer. Manages tracking of orders.
• Ensure the communication and coordination in sending all requested documents (invoice, delivery note, germination results, etc.) to customers on time, Receiving acknowledgment from customers.
• Follow up customer limit and collateral occupancy in collaboration with a Credit specialist.
• Communicate with ERP team in headquarter as well as local providers when it is necessary.
• Create tickets from the system to be able to get help on time.
• Apply the local or international procedure of the company.
• Attend local or international trainings and train the warehouse staff when necessary.
• Strictly follow up and implement any amendments done in local or headquarters procedure. 
• Openly shares with manager when an issue happened.
• Follow up legal regulations which is related to customer service and depot activity including tax, security, invoicing, etc. 

Stock Management:

• Lot definition of import withdrawals, entering and correcting differences
• Warehouse delivery, and all inventory entry transactions
• Correction of renewed certificate germination rates in stock records
• Lead re-packing operation
• Warehouse stock amount notifications
• Stock count and adjustments when requested by the managers.
• End of period closing transactions & support for stock-current transfer transactions
• Monitor stock availability and stock report delivery
• Train the warehouse staff on procedures, including stock management, picking, and packing operations.

 Customer Management:

• Collect required documents for creating a new customer account with the help of the Sales Team and create customer accounts.
  
• Provide and send the requested documents from dealers such as ISTA/test results
• Collect information about Producers / Seedlings / Brokers / Distributors and, keep this information up to date. Reports to the management team.
• Collect stock levels of the customers for January and June and notifies them to the Sales Manager and DV Manager.
• Create a reporting system of customer complaints and participate complaint handling process.
• Take care of the consignee shipments management and follow up end of the year inventory quantity from each client where we have consignee sales.

 Pricing:

• Obtain and announce "Price List" approved by General Manager and enters into the system.
• Monitor commercial terms assigned for each customer and report unproper actions
• Review prices regularly (discounts and promotions with full details). Controls target average price and reports regularly to management.
• Get approvals for FOC seeds deliveries

Return products and Invoices from Customers:

• Direct the invoices from customers to the related unit
• Follow-up the approvals and entry of return product from sales invoices from customers
• Follow-up the approvals and entry of price difference invoices from sales

 Reporting:

• Report regularly to the relavant managers about customers, logistics and stock updates
• Send stock and sales report to the related managers

 Additional responsibilities:

• Respond quickly to ad-hoc requests of Management about responsibility area
• Organize customer satisfaction surveys when requested
• Monitor and report of free of charge seeds and commission accounts
• Manage dispatching of promotional materials prepared by the communication department to the field team
• Visits customers with sales team and understand their needs and expectations about seed quality, package, logistics, invoicing, and etc
• Participate to S&OP Meetings and weekly Sales Team Meetings