Customer Service Advisor & Supply Chain Coordinator at CFAO Motors Kenya limited (Formerly Toyota Kenya)

Job Description

MISSION

Customer Service: Welcome all customer on the phone. Telesales of the Group’s products Management of day-to-day relations with distributor and/or user customers. Follow-up of customer orders. Supply Chain:

• He/she carries through Cie Supply Chain objectives (Quality of forecast, stock policy) He/she is the guarantor for the application of Supply Chain standards in local operations,
• He/she is the correspondent concerning all the Supply Chain topics.
• He/she participates in the development and validation of D2C service offer deployments Coordinate to support commercial activities, inventory effectiveness, report KPIs follow up

KEY EXPECTED RESULTS

• Customer Service: Take into account and respond to customer commercial requests, by proposing – if necessary – alternative solutions Record customer orders
• Selling distributed Michelin group products in the country by phone
• Ensure order processing and monitoring of customer portfolios Answer technical questions under control or transfer to the most competent service
• Ensure liaison and additional action of field commercial teams Customer complaint management: invoicing, accounting, credit Integrate logistical complaints Follow up of back orders by customer Satisfy and ensure customer loyalty
• Reliability and solidity of data entered
• Contribute to commercial objectives Reliable and timely processing of orders Reliable and solid processing of product entries
• Complaints are processed with the relevant services, the problems solved and customers informed Reporting data accuracy (regular basis, and time to time based on business request)
• Supply chain Manage the Bib Export tool. He/she is the contact point for Mi supplier (transityres). Demand forecasting and Sales Planning process .
• Responsibilisation and involvement of those concerned in the building of the forecast.
• Any incoherences in the forecast (argumentation and result) are identified.
• Any difficulties encountered (arbitration,…) during the forecasting process are dealt with or referred to management.
• Action plan applied and monitored.
• Commercial actions launched locally are validated Local SC indicators meet objectives
• Corrective action plan put in place if bad results persist Identification and propose to management , new service offers which are relevant to the needs expressed by customers.
• Follow-up of products importation status with logistic cie.
• Challenge internal and direct shipment customers’ requirements Local problems (D2C, Log, Marketing) are taken well into account when new SC service offers are developed.