Customer Satisfaction Representative at DSL Pharma

Job Summary

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 our products and services.

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 measures to retain at-risk customers