Customer Satisfaction Representative

• The Customer Satisfaction Representative is a sales-oriented role responsible for driving customer retention, expanding product adoption, and building brand loyalty through exceptional relationship management and technical sales support.
• The role ensures that poultry farmers, veterinary officers, agri-dealers, and distributors derive maximum value from Diversay

Key Responsibilities

Sales and Account Retention:

• Actively follow up with existing customers to ensure repeat sales and promote product reorders.
• Upsell and cross-sell relevant vaccines, medications, and animal health products based on customer needs.
• Maintain a portfolio of key accounts and ensure consistent contact, visits, and relationship growth.
• Achieve monthly and quarterly sales targets for assigned territories.

Post-Sales Support and Satisfaction:

• Ensure customers receive prompt delivery, proper cold chain handling, and accurate product instructions.
• Monitor product usage and efficacy post-sale; gather feedback for internal technical and product teams.
• Provide field-level customer support and liaise with the technical team to address usage-related queries or complaints.
• Resolve product or service issues quickly to ensure customer satisfaction and loyalty.

Field Engagement and Relationship Management:

• Conduct farm and distributor visits regularly to build rapport, assess product performance, and reinforce trust.
• Organize farm demos, mini-clinics, and customer education sessions on best practices.
• Represent the company at trade fairs, farmers' forums, and veterinary association meetings within the region.

Feedback and Market Intelligence:

• Capture and report on customer satisfaction levels, competitor activity, market pricing, and industry trends.
• Recommend improvements in sales strategies or product delivery based on real-time customer feedback.
• Monitor churn risks and take proactive steps to prevent customer loss.

Reporting and Documentation:

• Maintain accurate records of interactions, follow-ups, and sales in CRM or reporting templates.
• Submit timely weekly, monthly, and quarterly activity reports to the Regional Sales Manager.
• Track KPIs such as customer retention rate, complaint resolution time, and repeat sales conversion.

Qualifications and Experience

• HND / B.Sc. in Animal Health, Veterinary Science, Agriculture, Biological Sciences, or related disciplines.
• 0 - 4 years of experience in veterinary pharmaceutical sales, animal health product marketing, or technical customer service in agri-business.
• Solid understanding of poultry farming systems, animal diseases, and vaccination programs.
• Must be fluent in English and Yoruba (or other major South West languages).
• Ability to drive (valid driver's license required) and willingness to travel extensively within the region.
• Strong sales orientation and ability to meet revenue goals.

Key Competencies:

• Excellent negotiation and persuasive selling skills
• Strong relationship management and interpersonal skills
• Commercial and customer service mindset
• Ability to translate technical knowledge into customer value
• Organized, self-motivated, and goal-driven
• Proficient in Microsoft Office (Word, Excel, PowerPoint) and basic CRM tools.

Expected Behavioural Competencies:

• Customer Obsession: Always seeks to add value to the customer's experience
• Drive for Results: Consistently meets or exceeds sales and retention targets
• Integrity: Handles business ethically and builds trust with all stakeholders
• Collaboration: Works across teams to deliver holistic customer service
• Adaptability: Quickly adjusts approach based on field realities or customer needs
• Resilience: Maintains energy and focus even under pressure or after setbacks.

Method of Application

Interested and qualified candidates should send their applications to: using the Job Position as the subject of the email.