Role Purpose

The primary purpose of this role is to enable the Meat Factory Key Account Managers (KAMs) to dedicate significantly more time to customer engagement, new business development, and commercial opportunities. This position is responsible for the administration, coordination, and follow-through of factory accounts, ensuring that actions are completed efficiently across the relevant Exim teams.

Scope of Work

1. KAM Administration & Account Support

• Manage routine administration and follow-up activities for factory accounts, including order processing, approved pricing, contract and pricing trackers, and customer documentation.
• Maintain accurate and up-to-date customer, pricing, and account information within CRM and ERP systems.
• Prepare account reviews, action lists, and supporting documentation for Nick and Cobus.

2. Orders, Delivery & Customer Service Coordination

• Monitor orders, stock availability, production schedules, and delivery timelines, driving follow-up on exceptions until resolution.
• Respond to routine customer queries, liaising with Operations, Planning, Production, Quality, Technical, Procurement, and Finance to coordinate accurate responses.
• Manage complaints, non-conformance reports (NCRs), returns, credits, and replacements, escalating any significant customer or commercial risks promptly.

3. Samples, Trials & Opportunity Follow-through

• Coordinate samples, product trials, and customer requests, ensuring all necessary documentation and internal actions are completed.
• Track trials and agreed opportunity actions through to feedback and next steps, preventing delays or oversights.
• Support quotation and approved pricing administration as required.

4. CRM, Reporting & Internal Coordination

• Maintain CRM opportunities, customer actions, and account records to ensure they are current and transparent.
• Coordinate internally and proactively chase routine actions, allowing Nick and Cobus to focus on higher-value activities rather than cross-functional follow-ups.
• Prepare agreed sales and account reports, highlighting overdue actions, service risks, or issues requiring KAM judgement.

Performance & Accountability

Success in this role is demonstrated by Nick and Cobus spending increased time with customers, while factory account administration and execution remain accurate, transparent, and timely. Performance will be measured by accuracy, responsiveness, effective action closure, CRM and data integrity, sample and trial follow-through, service coordination, and appropriate escalation.

Capability & Approach

The ideal candidate will be a highly organised and efficient executor with exceptional attention to detail. They will have the confidence to drive actions across multiple functions and exercise sound judgement to distinguish routine matters from those requiring escalation. Strong follow-through, excellent customer service skills, disciplined systems management, and clear communication are essential.