Officer - Customer Care, Agricultural Solutions

OBJECTIVES OF THE POSITION
1. Maintain and enhance the long-term relationship between BASF and its channel partners (wholesalers and retailers) and farmers:
a) Respond to inquiries, concerns and requests about existing/ new products and promotion programs.
b) Approach channel partners via phone to inform and/ or track the promotion programs.
c) Approach farmers via phone to introduce about BASF's products, innovative and promotion programs.
2. Support in tracking the demand generation activities.
3. Support in collecting retailer orders and working plans of sales team.
4. Support in collecting and updating retailers and farmers' information.
MAIN AREAS OF RESPONSIBILITIES AND KEY ACTIVITIES
Customer Relationship Management:
1. Handle customers' inquiries and complaints. Identify and escalate issues to technical/ sales/ marketing colleagues to response to customers.
2. Introduce and promote company's products, based on flyers/ brochures/ technical guide, retailer location and promotion programs to farmers.
3. Complete records/ reports regarding telephonic interactions and follow-up actions.
4. Contact and engage with channel partners (wholesalers/ retailers) to introduce, track the implementation of promotion & demand generation programs.
5. Support the implementation of demand creation activities by engaging farmers to participate in demand generation activities.
Customer & Market Data Management
1. Collect and check retailers and farmers' information then update into master data.
2. Collect information of market, crop, and competitors' activities and input these information into reports.
3. Support market research projects by calling to farmers/ retailers to get information, based on the provided questionnaire.
Demand Generation Activities & Sales Operations
1. Conduct field visit to support and track demand generation activities.
2. Work with sales team in assigned territory to collect retailer orders, working plans and demand generation plans.
3. Consolidate and analyze the daily/ weekly/ monthly reports of demand generation activities.
4. Work with marketing to ensure the requested materials to be fulfilled.
5. Other tasks assigned.