Job Title: Customer Service Assistant
Reports to: Logistics & Customer Service Manager
Location: Industrial Area, Nairobi
Contract: Temporal, 3months
Introduction
Our client, a Leading Manufacturing company seeks to bring on-board a qualified person to take up the role of a Customer Service Assistant
Key duties & responsibilities
• Delivers excellent supply chain customer service, from order receipt through to delivery and enables achievement of specific customer service level targets under the supervision of the Logistics & Customer Service Manager.
• Complete the order/supply process through SAP in line with departmental procedures
• Ensure all orders are processed on time (Follow-up with Account receivable on order release and order processing at the Warehouse)
• Consistent and clear communication with customers- communicate the status of orders to the customer & internal stakeholders
• Pricing, Customer Master Data maintenance, Claims and Continuous Improvement
• Set up and maintain the customer listing in SAP
• Investigate and resolve all customer queries and implement corrective action to avoid recurrence
• Responsible for Customer Master Data maintenance
• Internal/External Customer Support
• Ensure internal collaboration and stakeholder management to ultimately ensure customer satisfaction is achieved
• Communicate customer requirements to all internal departments/external parties (Beiersdorf & Warehouse Service provider) monthly.
• Supply quality and timely information to assigned customers & BDF Sales representatives on all matters within the order management process (Items not supplied due to MOQ Issues, Delivery Status, Blocked orders)
• Serve as the single point of contact on all order/supply activity.
• Make a range of decisions with regards to priorities and appropriate response to customer queries.
• Respond to customer queries promptly and accurately, liaising with other departments where necessary.
• Participate in Supply Chain weekly operational meetings to resolve open issues and to plan for the future.
MINIMUM REQUIREMENTS:
• Minimum Diploma/Degree in a business-related qualification
• experience in a Customer Service environment.
• Excellent understanding of the FMCG business
• Proficient in all MS Office packages
• SAP knowledge within the SD module
• Display of excellent communication skills.
• Ability to develop good working relationships
• Excellent sales and administrative skills
• Customer focused approach
• Ability to work under pressure and highly organized
