Customer Services Representative
Location: Johannesburg
Job Type Classification: Permanent
Closing Date: None
Salary: market related
Company Overview
At Ferrero, we are more than a global manufacturer of some of the world’s most beloved brands like Nutella®, Tic Tac®, Ferrero Rocher®, Raffaello®, Kinder Bueno®, and Kinder Surprise® — we are a family-owned company driven by passion, innovation, and quality. With products sold in over 170 countries and a presence in more than 50, Ferrero continues to grow through the dedication and talent of our 40,000 employees across the globe.
We believe in fostering a workplace that champions care, excellence, and opportunity. Join us on our journey as we continue to create moments of delight for consumers worldwide.
Diversity & Inclusion at Ferrero
Ferrero is committed to nurturing a diverse, inclusive, and empowering work environment where all employees are valued and respected. We recognize that every individual brings unique talents and perspectives, and we provide our teams with the support and opportunities to succeed — both professionally and personally. Our diversity is our strength, driving innovation and creativity at every level.
About the Role
We are currently seeking a Customer Service Representative to join our team. This is a pivotal role that acts as the first point of contact for our valued customers. You will be responsible for managing orders, handling inquiries, resolving customer issues, and ensuring the smooth processing of returns and logistics-related tasks.
This position requires strong interpersonal skills, attention to detail, and a proactive approach to delivering an outstanding customer experience. You will work closely with internal departments, supply chain partners, and customers to support the complete order-to-delivery cycle.
Key Responsibilities
- Order Management: Process manual and EDI (Electronic Data Interchange) orders, ensuring accuracy and efficiency.
- End-to-End Order Execution: Manage the full lifecycle of customer orders—from order capture through to confirmed delivery.
- Returns Handling: Process returns accurately and maintain the necessary documentation and reporting.
- Customer Support: Respond to customer inquiries and resolve order-related issues promptly.
- Delivery Management: Investigate delivery shortages or failures and ensure shelf-life requirements are adhered to.
- Order Optimization: Manage material substitutions and order cuts; maintain accurate reason codes for daily reporting.
- System Maintenance: Perform system housekeeping related to order and delivery management; ensure data is accurate and up to date.
- Customer Reporting: Prepare and share reports based on customer requests and internal requirements.
What We’re Looking For
- Education: Minimum Grade 12 (Matric); a post-graduate qualification in Supply Chain, Transportation, or Logistics is advantageous.
- Experience: 3–4 years of experience in a customer service role within the FMCG (Fast-Moving Consumer Goods) industry.
- Technical Skills:
- Familiarity with CRM systems (especially SAP) is essential.
- Proficient in Microsoft Office, with strong skills in Excel.
- Interpersonal Skills:
- Excellent communication and relationship-building abilities.
- Strong problem-solving and time-management skills.
- Detail-oriented with the ability to multitask in a fast-paced environment.
- Supply Chain Knowledge: A solid understanding of operational processes and logistics.
Success at Ferrero
To thrive in this role—and at Ferrero—you need to share our consumer-first mindset. You must be committed to delivering quality and care in everything you do, while taking ownership of your responsibilities and working collaboratively with others. At Ferrero, success is built through curiosity, dedication, and a passion for excellence.
Ready to Craft Your Future?
If you’re ready to be part of a global company where your contribution matters, and where your passion and initiative are valued, we encourage you to apply today.
Join Ferrero — where tradition meets innovation, and people make the difference.
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