Customer Services Lead West Africa

• Work cross functionally under the guidance of Country Head, Supply chain head  and in close coordination with Sales Team, to support and coordinate the overall planning cycle across the BA from operational planning (eg. Month to date Sales Review,Last Plan, MSM , R&O) , S&OP to Budgeting and to long-term planning.
• Work with the Country Manager & sales team to prepare the annual policies , process & strategy review (eg : commercial policy , go to market)
• Supports BA Manager by ensuring connectivity and alignment between the sales team & the key commercial functions like CPD, Marketing and Supply chain
• Lead SFDC including monitoring of demand creation, setup of users and reports. Leads selected projects for the sales Team.
• Increase operational excellence by continuously improving the commercial dashboard; promote standard platforms (Qlickview/Qlicksense/SFDC/SAP)
• Ensure the follow up & the update of the daily sales report, sales dash board (power BI)
• Be the data champion and the go-to person for the sales team
• Support the sales team with insightful analysis and decision-making support activities
• Stock channel meeting preparation an follow up the data update in SFD

Administrative management of customer sales

• Administrative management of budget , contracts and tender dossiers
• Ensure the order follow up and processing E2E with invoices proper sending to customers
• Sending the accounting balance to customers
• Collection of payments for specific cases (tenders)
• Sending promotions to customers
• Ensure the follow up and communication of all the cross functional information to customer ( if relevancy)

Management of customer complaints 

• Ensure the follow-up of the claim traceability (product, failure, technical, financial claim) until the closure of the request
• Satisfaction client survey  :
• Conduct customer satisfaction surveys as needed by consulting with other departments
• Reporting:
• Ensure the monthly follow-up of promotions and Rebates exercise monitoring
• Support for the organization of customer events     

Syngenta Group is one of the world’s leading sustainable agriculture innovation companies, with roots going back more than 250 years. Our 53,000 people across more than 100 countries strive every day to transform agriculture through tailor-made solutions for the benefit of farmers, society and our planet – making us the world’s most local agricultural technology and innovation partner. Syngenta Group is committed to operating at the highest standards of ethics and integrity. This is a commitment that we are making to investors, customers, society and employees. Syngenta Group is also committed to maintaining a workplace environment free from discrimination and harassment.

Critical success factors & key challenges

• Accuracy of data analysis
• Contribute to Commercial plan, Budgeting and GTM direction
• Smooth & effective S&OP process
• SFDC traffic and effectiveness
• Knowledge on SAP, SPS
• Excellent MS office skills
• Customer service management
• Excellent in communication skills
• Analytical thinking and sound project management skills

Critical experience

• Minimum of 5 years of working experience (supply chain/logistics/customer service)
• Effective Customer Service experience
• Familiar with the Driect  business countries environment
• Agri background is preferable

Critical leadership capabilities

Communicates with impact

• Gains commitment of individuals and stakeholders in a compelling way

Focuses on customers

• Is dedicated to meeting the expectations and requirements of internal and external customers

• Willingness to travel in the in-scope countries
• Good English, French language skillset required
• Flexibility in working hours and workplace