Customer Service Specialist | EAF region

Job Id:  9369

Olifantsfontein, Gauteng, South Africa

Department:  Customer Service
Function:  Sales & Commercial
Employee Type:  Permanent Full Time
Seniority Level:  Associate

Job Title          Customer Service Specialist | EAF region

Location         Olifantsfontein         





UPL is focused on emerging as a premier global provider of total crop solutions designed to secure the world’s long-term food supply. Winning farmer's hearts across the globe, while leading the way with innovative products and services that make agriculture sustainable, UPL is the fastest-growing company in the industry. Our successes in the field add up to powerful financials. UPL delivers results from protecting crops that translate into attractive investor value. Based on the recognition that humankind is one community, UPL’s overarching commitment is to improve areas of its presence, workplace, and customer engagement.


Our purpose is ‘OpenAg’. An agriculture network that feeds sustainable growth for all. No limits, no borders.


We are one team, for maximum impact. One team with shared goals. We have a laser-like focus on what our customers need and want, on anticipating their future needs, and on how we can create innovative solutions and experiences for them. We think outside the box and go beyond our comfort zone. We believe in agility, we mix the power of speed, with structure from process. And wherever we can, we always believe in having fun.



Role Summary

This role essential duties and responsibility is to ensure the successful and accurate end-to-end coordination of operational activities to ensure that forecast, orders and distribution is completed accurately and on time. Duties include managing forecast, relabelling activities and distribution, providing exceptional customer service by providing constant communication and back order management. 




Role Responsibilities



(Please provide a short description under each heading/output)

Time spent

Co-ordinating :

  • Receive forecast for region – plan based on stock availability, labels and transport.
  • Ensure all pricing, Product codes [SKU], availability are in order
  • Monitor and manage stock levels by giving warehouse permission to despatch & relabel stock accordingly [EAF region]
  • Be aware at all times of SOH and Orders
  • Giving regular customer feedback and follow ups
  • Collaborate and consult with Supply Chain & Procurement/Operations Manager on the delivery of goods and services as per commercial demand
  • Keeping the Commercial team and customers updated regarding:

* product availability

* out-of-stock items

* supply issues/delays

* plant stoppages/downtime

*relabelling activities

* general issues affecting supply (beyond the control of the team)

  • • Coordination with Supply chain/Inventory Manager to ensure Manufacturing/Planning/Distribution will lead to the delivery of products to customers as per demand.
  • Participating in system enhancements to assist in operational efficiency (Forecast, DC process) and increase service levels.
  • Ensure correct monthly pricing is loaded into the system and orders are booked out accordingly
  • Revalidation of stock as required and COA distribution.
  • Managing stock requirement together with Operational and planning team to pull stock from national depots to service customer.





 Business Tenders:

  • Receipt all pricing and volumes from Commercial Manager
  • Manage Sales and tender volumes accordingly to pricing and volumes given
  • Advising customer of volumes taken on specific tenders
  • Stock sourcing and planning for Business Tenders
  • Ensure deliveries are completed as per call-off schedules.




Order Processing & Order Management:

  • Process order in SAP and manage dispatches based on stock availability and allocation
  • Maintain and update any existing orders
  • Advising stock availability
  • Plan labels procurement and relabelling projects as per FC and orders.
  • Ensure deliveries are completed as per call-off schedules.








Internal Stakeholders


Direct liaising with the relevant warehouses to source stock.

Liaise with Customer services manager regarding production and stock availability.

Work with transport coordinator to ensure loads are timeously dispatched.

Deal directly with warehouse management and staff regarding picking slips and availability of stock.

Liase with regulatory  - ensure labels and registrations are up to date.



External Stakeholders



Constant and up to date communications with customers at all times regarding stock availability, load schedules and delivery dates. Keep a close working relationship in order to ensure top service levels?



Knowledge, Skills and Experience Required


Technical Requirements:


  • Stock Management
  • Excel
  • SAP Experience
  • At least 5 years administration within a sales environment and customer care in Agricultural Chemicals, local and exports
  • Degree Supply chain/ B.Com
  • Agricultural market Export Experience beneficial


Behavioural Requirements:


  • Strong team player and able to work across multi stakeholders.
  • Attributes of working alongside local, regional & matrix teams globally
  • Strong analytical skills and abilities
  • Accelerated responses to tasks and projects.
  • High level of Rigour & Accuracy
  • Attention to detail in data intelligence & analysis.
  • Ability to work autonomously.
  • Ability to deal with adversity (Resilience)
  • Focus on delivery results & process optimization and continuous improvement.
  • Cross functional communication skills
  • High level of personal ethics and purpose
  • Strategic Decision Support   - Collaborate closely with Planning and Procurement Managers to analyse data related to price and volume trends, seasonality, and supply chains. The objective is to provide strategic decision support, enabling the organization to make informed and effective planning and procurement decisions.


UPL Competencies 


  • Adaptability & Resilience

Recognizes and is open to changing circumstances and alters behavior and scales up as necessary; increases personal awareness and appreciation of individual and cultural differences to create an open, inclusive, and accepting workplace.


  • Entrepreneurial Mindset 

Has a creative mindset and ability to think holistically, takes calculated risks and maximizes opportunities?


  • Results Orientations

Acts, pursues goals with persistence and achieves results; communicates goals and vision to the team to drive enthusiasm and ambition.


  • Execution Excellence

Enhances the speed of execution and builds efficiency in processes, systems, and people; has sharp focus on quality-orientation.


  • Strategic Orientation

Demonstrates knowledge of the social, economic, and environmental factors and how they impact the business. Identifies key issues that could impact the business and develops strategy through an analytical lens / design thinking.


  • Building Teams and Talent

Empowers colleagues through knowledge sharing and delegation, quickly establishing rapport; provides recognition for achievements and accomplishments.


  • Customer Centricity

Understands the customer needs and pain points, fulfills the needs and expectations by focusing on creating value for customers.