Customer Services Representative
Location: Johannesburg, South Africa
Company: Ferrero
Job Function: End-to-End Supply Chain
Requisition ID: 70900
Industry: FMCG (Fast-Moving Consumer Goods)
Company Overview
Ferrero is a globally recognized, family-owned company behind iconic brands such as Nutella®, Tic Tac®, Ferrero Rocher®, Raffaello®, Kinder Bueno®, and Kinder Surprise®. With a presence in over 170 countries and more than 40,000 employees, Ferrero is committed to quality, care, and sustainable growth. The company prides itself on a diverse and inclusive culture that empowers employees to grow and succeed.
Role Purpose
As a Customer Services Representative, you will be the first point of contact for Ferrero’s customers. You will manage customer orders from placement to delivery, resolve queries, ensure order accuracy, and support returns processes. This role is essential to ensuring an excellent and efficient customer experience.
Key Responsibilities
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Process manual and EDI orders, deliveries, and returns
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Manage customer orders end-to-end (from capture through delivery and resolution of queries)
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Handle material substitutions and shelf-life alignment
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Resolve order-related queries and manage reason codes for order cuts
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Investigate delivery shortages and failures
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Maintain accurate system records and housekeeping of orders
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Generate and provide relevant customer reports
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Support accurate and timely documentation and paperwork handling
Requirements
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Grade 12 (Matric) – Required
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3–4 years’ experience in customer service, preferably in FMCG
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Postgraduate qualification in Supply Chain, Transportation, or Logistics – Advantageous
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Experience using CRM systems (preferably SAP)
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Proficiency in Microsoft Office, especially Excel
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Strong communication and interpersonal skills
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Solid understanding of supply chain and order fulfillment processes
What Makes You a Good Fit
To succeed at Ferrero, you need to be consumer and product-focused, detail-oriented, and committed to delivering high-quality results. A passion for service excellence, accountability, and a collaborative spirit will help you thrive in this role and within Ferrero's cultur
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