Olam Food Ingredients - Manager - Sales & Customer Service

Reporting To: Operations head - India spices

Reportees (Direct/ Indirect) if any Customer Service team members - direct

Area/Locations to be handled: Kochi / Unjha / Guntur - based out of Kochi

Brief Description about the role -

This role will head the sales and customer service function for spices. All the existing team members (4 staff members) will report to this role. This role will be company's interface with the customers - both export markets and domestic market.

Roles & Responsibilities -

1. Takes stock of the customer orders monthly and tracks the same on a daily basis

2. Effectively co-ordinates with other functions viz., PPIC, QA, Production, Stores, Shipping so that the committed date to the customer is met FTR.

3. Respond to customers on timely basis on all their queries

4. Timely escalation to all relevant stakeholders in case of delay in production / shipping schedule of the orders

5. Takes up with customer / internal stakeholders in case of a conflict with the approved specs

6. Effectively delegates the entire functional role to all the team members in his team and carries out an eagle's eye view all the time on the deliverables from his team

7. Engages with the customer all the time and maintains a cordial relationship by building a strong rapport.

8. Identifies new customer from both domestic / exports market by virtue of being in constant touch with the customer base.

9. Should ideally be from a spice's sales background

10. Collaborate with sales team in identifying new opportunities for the customer's specific requirement

11. Manage Product pricing and Gross Margin improvement

12. Strategizing business development and executing with help of Global Sales Team

13. Key Account Management for direct sales accounts

14. Work closely with Sales, Supply Chain, Operations, Production and QA to ensure timely shipment of contracts as per customer requirements

15. Develop Market Insights keeping aligned with the global launches in F&B sector

16. Will work closely with NPD in development of New Products and Concepts

17. Managing Customer Service activities from contract creation to billing

Other details:

Key deliverable (Top 5) expected from the position in the first year

1. No delay in committed shipment dates

2. No escalation of issues raised by any customer

3. Timely escalation of any issues to all internal stakeholders for resolution

4. Improved sales volume compared to the current year

5. Improved customer relationship with all key customers (top 80 % customers)