Assistant Executive-Customer Service

REPORTS TO: Senior Executive - Customer service

GRADE: 4

DEPARTMENT: Commercial

TRAVEL: Periodic 

PERM/TEMP: Permanent

LOCATION: Nakuru

WORKING HRS:

Monday- Friday 8am -5:30pm, Saturday 8:00am-1pm

POTENTIAL ROLES TO DEVELOP INTO:

• Executive Customer Service

• Business Development

• Commercial Control

• Credit Control

POPL Purpose

We are committed to delivering on all consumer needs.

Job Summary

The Customer Service Executive job aims for 100% customer satisfaction through structured engagement on phone calls, emails, SMSs, or WhatsApp to connect, nurture, relationship building, and deal closure complemented by timely processing of all orders received, account management & update on delivery plans while gathering market feedback and intelligence on competitor terms, offers and price

Principal Accountabilities

• Distributor Assigned

• Customer Assigned (Individual or B2B)

Key Tasks and Responsibilities

1. Customer engagement

• Proactively engage with customers through various communication channels (phone calls, emails, SMSs, WhatsApp) to provide excellent customer service.

• Build and maintain strong, long-term relationships with key partners.

2. Order processing & Conversion

• Ensure timely and accurate processing of all orders received from customers.

• Collaborate with internal team to resolve any order related issues promptly.

• Daily order processing & scheduling to Ensure timely conversion of orders.

• Order conversion alignment to align the internal team and stakeholders- customers, security, transporters on smooth conversion.

• Ensure documentation accuracy and optimal Utilization of all documents including EAC COO.

3. Delivery updates

• Keep the customers informed about the delivery status of their orders.

• Address any potential delays or issues in a timely or proactive manner.

4. Market intelligence

• Gather and escalate any market related feedback and intelligence to understand customer needs and preferences.

• Monitor competitor terms, offers and pricing strategies to provide insights for product and marketing strategies.

5. New Products development

• Collaborate with distributors to bring new products into their distribution network.

• Ensure that distributors are well informed and equipped to promote and sell new products effectively.

6. Performance reporting

• Maintain accurate records of all customer interactions, orders, and feedback.

• Provide regular reports to the Sales Manager on key performance indicators, including customer satisfaction and order fulfillment.

7. Account Management

• Relationship Management with the customer to create and build trust for mutual business growth.

• Customer engagement on Sales Performance Tracking & Partnership Growth Push.

• Close collaborative engagement with customer and team for realistic Sales Forecasting to align on consistent availability.

• Engage customers for debt collections to ensure the account is aligned for next order release.

• To regularly update the customers on pricing updates, trade offers/ promos, new products released among others & drive customer uptake for monthly target attainment.

• Accurately process in a timely manner the price adjustment claims & market returns CNs as per the SLA timelines.

8. Product Awareness & Availability

• To educate customers about the products and benefits as well as advising them on about the target markets and how to counter challenges coming along.

• Availability Execution Excellence to ensure consistent product availability in the outlets.

• Aligning on distributor optimal stocking/ product availability in line with the pending orders at hand/demand.

9. Training and development

• Stay informed about industry developments, product knowledge and selling techniques.

• Identify and raise any gap identified for training.

• Participate in training sessions to advance skills and knowledge.

10. System cleanup

• Do regular system cleanup to ensure only valid orders are on system for accurate forecasting and production alignment.

Internal Interaction

• Human Resource 

• Marketing

• Commercial Control

• Business Development 

• Credit Control 

• Logistics

• Quality

External Interactions

• Customers

• Distributors

• Transporters

• Regulatory institutions & Customs Agents

Key Skills

• Great negotiation & relationship building skills.

• Good communication and interpersonal skills - telephone etiquette and equipment handling

• Strong analytical skills

• Customer Service Short courses

• Selling skills short courses

Behavior
• Team collaboration.

• Result oriented.

• Customer focus.

• Time management & Organizational skills.

• Professionalism and strong work ethic.

Knowledge

• Proficiency in using customer relationship management (CRM) software and Microsoft Office Suite. 

• Proficient in Ms Office: Word, Excel, PowerPoint, Outlook & working knowledge of ERP.

Core competencies
Behaviors that are tied to the achievement of organizational strategy and values.

• Passionate in everything we do

• Willing to embrace change.

• Accountable for self and team

• Never give up.

Qualifications

• Graduate/ Diploma in Business Administration, Marketing & Sales, Management, Communication, Business Analytics or any related field.

Experience
• At least 2 Years’ experience in a similar role

• Proven experience in customer service or a related role within the FMCG industry is preferred.

• Proficient in Ms Office Suite & basic understanding of Enterprise resource planning (ERP) & CRM tools