Customer Lead, Johannesburg

Mission:

Serve as the primary point of contact for key customers, ensuring a seamless and exceptional customer experience

Collaborate with cross‑functional teams to address customer needs, resolve issues, and maintain strong customer relationships

Contribute to develop the overall customer satisfaction and loyalty of Lesaffre South Africa, Aries Baking Supplies, and Bakelab

Act as the bridge between the commercial teams and customers

Lead and coach teams to ensure flawless customer service across the business

Position Summary:

Reporting to the Supply Chain Manager, the Customer Lead is responsible for managing the relationship with the organization’s key customers, serving as their primary point of contact and advocate. This role plays a critical part in ensuring customer satisfaction, loyalty, and the effective coordination of customer‑related activities across the organization.

Main Responsibilities: Customer Relationship Management:

Serve as the primary point of contact for assigned key customers, providing responsive and personalized support

Understand the customers’ business needs, challenges, and objectives, and align the organization’s offerings to meet their requirements

Responsible for providing an excellent customer service experience to increase customer satisfaction

Oversee the quality of service provided to customers to ensure that the organization’s responsibilities as a seller are fulfilled

Maintain regular communication with customers, proactively address customer concerns/complaints and providing updates on order status, delivery, and any other relevant information

Collaborate with the Sales, Customer Service, and Supply Chain teams to ensure the seamless execution of customer orders and the resolution of any issues

Keep order management systems such as SAP/CRM up to date with current information and customer records

Order Management and Fulfilments:

Manage the end-to-end order fulfilment process for key customers, including order entry, inventory allocation, and delivery coordination

Provide customers with accurate and timely information on order status, shipment tracking, and any delivery exceptions

Escalate and resolve any order-related issues, such as order discrepancies, product quality concerns, or delivery problems

Maintain detailed records of customer orders, shipments, and interactions to ensure accurate reporting and traceability

Monitor and analyse order processing metrics to identify trends and improvement opportunities

Document the order management process and ensure it is well understood and accessible, aiding in training and process standardization

Process customer complaints

Drive timely feedback and resolution back to the customer

Customer Feedback and Insights:

Gather and analyse customer feedback, including complaints, suggestions, and satisfaction levels

Identify trends and patterns in customer feedback, and communicate insights to the relevant cross‑functional teams

Collaborate with the Sales, Marketing, and Product teams to provide customer‑centric input on product development, pricing, and go‑to‑market strategies

Supply Chain Coordination:

Liaise with the Procurement, Production, Warehouse, and Logistics teams to ensure the timely availability of products and the efficient delivery of customer orders

Provide the Supply Chain team with customer‑specific requirements, such as delivery schedules, special handling instructions, or packaging preferences

Communicate any changes in customer demand, order patterns, or special requests to the relevant supply chain functions

Identify and implement process improvements to enhance the efficiency and effectiveness of customer‑facing activities

Exceeding and improving on OTIF (On time and In Full) metrics and resolution on Customer complaints within agreed timeline along with mitigation measures to prevent recurrence

Facilitate meetings between the CSD team and Sales, Customer Service, and Supply Chain teams and Customer complaints discussions

Provide feedback and recommendations to the Supply Chain Manager on ways to improve the overall customer experience

Collaborate with cross‑functional teams to develop and implement innovative solutions to address customer needs

Stakeholder engagement:

Work closely with the Sales, Customer Service, and Supply Chain teams to align customer‑related activities and ensure a consistent and seamless customer experience

Communicate effectively with the Supply Chain Manager, as well as other cross‑functional stakeholders, to provide updates, share insights, and address concerns

Serve as a subject matter expert and provide input to the Supply Chain Manager on customer‑related matters

Support account department with account receivables

Support sales with tracking of projects and tracking of sales data

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