Customer Satisfaction Representative at DSL Pharma – 2 Openings

DSL Pharma is a manufacturing company that is currently focused on providing cutting edge veterinary and pharmaceutical solutions, customized to meet the daily needs of her end users. We manufacture different drugs for improve livestock’s health. Our product is specially tailored to suit the environmental sustainability of livestock’s within Nigeria. Our animal health products undergo rigorous quality control to be certified fit for use on farm animals.

Job Title: Customer Satisfaction Representative

Location: Lagos and Ogun

Employment Type: Full-time

Job Summary

• The Customer Satisfaction Representative – South West is a sales-focused role responsible for driving customer retention, increasing product uptake, and strengthening brand loyalty through excellent relationship management and technical post-sales support.
• This position focuses on ensuring that poultry farmers, veterinary officers, agri-dealers, and distributors in the South West region derive maximum value from Diversay Solutions Ltd’s range of poultry vaccines and animal medications.
• The ideal candidate is commercially driven, technically sound, and passionate about delivering outstanding service to customers while achieving sales and retention targets.

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.
• 2–4 years’ 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.

Application Closing Date
31st September, 2025.

How to Apply: Interested and qualified candidates should send their CV to: [email protected] using the job title as the subject of the email.