Sales Officer - Order Processing at Kenya Wine Agencies Limited (KWAL)

REF-SO-10-2018

Function / Division: Commercial

Grade: 7

Supervisor / Manager Title: National Sales Manager

Job Purpose: The job holder will be responsible for overseeing the customer orders generation process at the Depots, as well as managing and addressing goods returns from customers. Also tasked with ensuring quality services are offered to our customers and continually improve the customer experiences.

Responsibilities and Accountabilities

Area 1: Order Generation

• In liaison with the sales team, ensure distributors are actively engaged for orders based on the distributors stocks and stock availability at KWAL.
• Ensure the sales orders are received via mail and filled in the sage system to generate an order documents.
• Ensure the customer orders are keyed in the system in an accurate and timely manner.
• Ensure delivery turnaround time of 24 hours for customer orders.
• Prepare daily consolidated sales, out of stock, daily sales tracking.
• Ensure all the customers’ orders are fully processed, dispatched and delivered.
• Delivery truck utilization management and tracking.
• Check and verify implementation of the transport rebates for customers collecting from KWAL depots.

Area 2: Handling Good Returns

• Manage and address returns from customers by ensuring that the goods returned investigated, replaced and complaints properly resolved and advised to the customer.
• Record and maintain a report showing goods returned are investigated, root causes determined and a review of corrective action is undertaken 90% of customer complaints are closed.
• Ensure the goods returned are captured in the system and followed through with Quality department for replacements.
• Sensitize our customers on goods return policy and procedures.

Area 3: Customer Feedback Management

• Put measures in place to improve customer experiences at the depots.
• Monitor service interruptions and adequately communicate status of these to customers to ensure they are appropriately informed.
• Ensure that there are laid down rules and regulations for reporting and handling issues regarding customer service

Area 4: Team Management

• Appropriately coach the sales assistants and other customer facing team in skills to effectively and consistently address customer needs.
• Supports the HR to engage, and retain talented individuals and create an environment where they can realize their full potential and contribute to the attainment of departmental and organizational goals.

Minimum Requirements

• A bachelor’s degree in a business field.
• At least three (3) years’ experience in sales, customer service or account management.
• Practical experience in use of MS packages and ERP systems.
• FMCG industry.

Competencies / Attributes

• Ability to follow through and see to the resolution of issues.
• Experience in understanding customer needs and ability to develop solutions
• Excellent oral and written communication skills
• Experience on the supervision of sales team.
• Highly developed listening and persuasion skills.
• Demonstrate sound judgment and problem solving skills
• High level of integrity.

Relationships and working contacts

• Internal – Sales and distribution, Warehousing, QSHE departments.
• External- Distributors

Work Environment: This is role is based in Nairobi.