Our Client, a well-established group in agricultural services in the region, are seeking to hire a Customer Service & Order Processing Officer. The overall job responsibility will be; to oversee the customer service division and to manage a team of Customer Service Representatives and Clerks by leading and motivating them, to listen and take ownership of customer’s requirements and issues, by following problems through to resolution, with the goal to increase customer satisfaction, loyalty and retention and to meet and exceed their expectations. Liaise with Warehouse Officers in managing stock inventory, source for and place orders with the local suppliers.
Job Responsibilities:
Manage and maintain orderly workflow according to priorities within the customer service division
Oversee and manage correct interpretation and prompt issuing of all quotations to customers
Oversee and manage receiving of LPO’s, converting them to Sales Orders, Delivery Notes and Invoices
Liaise with stores and/or EPICOR regarding identification, verification and availability of items
Answer customer questions and complaints, and resolving problems
Monitor and follow up on the progress of ordered items and regularly inform customers accordingly
Keep accurate records and documenting customer service actions and discussions
Improve customer service experience and create engaged customers
Develop, maintain, update and enforce standard operating procedures (SOP’s)
Manage discipline, leave and overtime of staff in accordance with company policy
Provide constructive and timely assistance regarding KPI’s and performance evaluations of staff
Train and develop staff according to company and personal development needs
Process export documentation of Greenhouse and Irrigation items to neighboring countries
Purchase goods such as irrigation materials and greenhouse and ensure their timely delivery
Generate local purchase orders and sent them out to the appropriate suppliers in a timely fashion while handling any discrepancies that may arise.
Negotiate the best deal for pricing and terms and conditions for supply contracts.
Act as a relieve person for Quoting and Invoicing staff when required.
Key Performance Areas
Ensure timely issuing of quotes, sales orders, delivery notes, invoices and other related documentation
Ensure upkeep of all work related sheets: Open Quotes, Open LPO’s and Open Orders/Deliveries/Shipments
Ensure timely feedback to customers on quotation expectations and delivery of orders
Ensure effective and efficient communication between colleagues, management and different departments
Ensure customer satisfaction by going the extra mile
Requirements:
Bachelor’s degree in Business Administration or related field
Proven working experience as an Order Processing/Customer Service Manager, Retail Manager
5 years’ experience in providing customer service support/order processing services and managing a similar team
Customer service training courses successfully completed will be an added advantage
Proficiency in English
Excellent verbal and written communication skills
Excellent interpersonal, customer service and people skills
Excellent organizational skills and attention to detail
Excellent time management skills with a proven ability to meet deadlines.
Strong analytical and problem-solving skills
Ability to prioritize tasks and to delegate them when appropriate
Ability to think strategically and strong leadership skills
Strong client-facing and communication skills
Customer service orientation and multi-tasking skills
Excellent knowledge of management methods and techniques
Ability to lead others in the workplace with empathy for their needs
Ability to maintain a positive attitude and willingness to serve customers at all times
Working knowledge of customer service software, databases and tools
Awareness of industry’s latest technology trends and applications
Proficient with Microsoft Office Suite or related software
Able to maintain prolonged periods of working on a computer and attending to customer requests
Ability to handle difficult and demanding customers
Ability to function well in a high-paced and at times stressful environment
Ability to manage extra workload of colleagues when required to act as relieve person.
Apply via :
www.racg.co.ke
