Role purpose
Execution of the best-in-class service through effective interactions with customers to ensure customers’ business needs are fulfilled and sales targets are met in partnership with the Commercial organization
Implement outstanding customer service strategies aimed at enhancing customer experience and drive business.
Key responsibilities and tasks
Orchestrate the service relationship, acting as primary contact for customers in executing end to end sales order process
Liaise with pricing teams for price/discount checks and execute daily invoicing and billing
Provide overall business update and customer account info (sales status, order bank, delivery timelines)
Analyze account history, understand the region’s supply needs, help make decisions to optimize orders and product deliveries
Monitor customer prioritization, delivery forecast targets and support product allocation management
Participate in Sales & Operations Execution and Sales & Operations planning
Identify and implement improvements in operational efficiency and customer experience
Drive communication flows with customers to obtain feedback on service level and capture ideas for continuous improvement
Seek customer feedback to track satisfaction level and identify solutions to improve experience
Manage customer complaints, resolution, documentation, and communication
Update customer account information and master data system update
Deploy training sessions and influence customers to adopt new processes, tools and systems
Provide function specific peer-to-peer training and onboarding of new colleagues.
Experience, Skills and Qualifications
Degree in Customer Service / Supply Chain Management / Logistics / Business Studies or related field
Excellent verbal and written communication skills (English & Swahili)
Computer literacy
Knowledge of IT systems: SAP, Salesforce
Knowledge of ISO 9001:2015 quality management standard and procedures
Good analytical skills, strong planning capabilities, and strategic thinking.
Business key competencies: customer focus, strategic mindset, results orientation, collaboration, agility, complaint management and decision making
Strong customer orientation with a good sense of relationship management and building trust
3-5 years operational experience in Customer Service, Commercial, Logistics or Administration
Apply via :
bayerza.my.salesforce-sites.com
