Technical Liason (Customer Relationship / Quality Assurance / Due Diligence / Customer Specifications / Account Management)

Purpose of the role Ensuring that all due diligence with customers are in place for sales to take place without any restrictions.   Managing the customer claims process efficiently to ensure that only legitimate claims are authorised.  Key Performance Outputs Customer Relationship Management: Develop strong customer relationships by collaborating with account managers to understand their specific requirements thoroughly. Due Diligence Packs: Ensure completion of due diligence packs from clients before the season commences. Sales Liaison: Coordinate with the sales team and product allocator to determine approved growers and varieties for each customer. Document Verification: Verify the accuracy of all requested documents and information before sending them to customers. Data Management: Update client access lists on Datahive and Netsuite with approved due diligence packs and customer specifications. Customer Specifications: Obtain and update customer specifications on Datahive, ensuring all relevant parties sign off on them. Query Handling: Address customer queries regarding technical requirements and product quality promptly and efficiently. Feedback Management: Follow up on customer feedback within 48 hours of product arrival, and escalate unresolved issues accordingly. Quality Assurance: Review QC reports for accuracy and ensure compliance with customer specifications, promptly addressing any discrepancies. Issue Resolution: Investigate and resolve quality issues, providing relevant documentation and photos as necessary. Account Management: Collaborate with Key Account Managers to optimise client account management processes. Communication and Reporting: Communicate temperature alerts, QC gradings, and quality trends to relevant teams, and ensure timely filing of all QC reports and supporting documents. Requirements Minimum Education/Experience    Senior certificate/grade 12 / matric. Suitable tertiary qualification. Minimum 2 - 3 years of experience in a similar role. Technical knowledge of the fruit industry. Functional/Technical Market requirements knowledge and some degree of product knowledge. Computer literacy: MS Office (Excel, Word, PowerPoint. Proficiency in using Netsuite or similar ERP systems. Excellent communication skills; verbal and written. Must be fluent in English. Excellent administration skills. Excellent attention to detail and persistent in getting information. Building and maintaining strong interpersonal relationships. Ability to act with tact and discretion.  Ability to achieve deadlines whilst working under pressure. Ability to handle conflict when managing expectations and giving tough, fair, but direct feedback. Ability to adapt and respond to change. Ability to analyse information and communicate to relevant parties.