Customer Excellence Officer at Motion Industrials Ltd

Job Description

Reporting To

Operation Manager.

Position Summary

1. To ensure efficient and effective organization and coordination of day-to-day operations of the office.
2. To support sales team operations.
3. Act as the company gatekeeper.

Responsibilities

1. Oversee front office operations and ensure a clean, hygienic, and risk-free working environment in line with occupational health and safety guidelines.
2. Maintain an effective filing system
3. Distribute incoming and dispatch outbound correspondence
4. Data entry
5. Oversee general office management such as ordering stationery
6. Providing administration support to Sales Reps, Managers, and Senior Management
7. Make travel arrangements for the sales team and senior support staff when needed.
8. Regular updates of clients’ information.
9. Follows up with customers to make sure that they are satisfied with a certain product.
10. Sending out RFQ to customers on behalf of sales representatives
11. Maintaining a positive, empathetic, and professional attitude toward customers at all times.
12. Responding promptly to customer inquiries.
13. Communicating with customers through various channels.
14. Acknowledging and resolving customer complaints.
15. Knowing our products inside and out so that you can answer questions.
16. Processing forms, applications, and requests.
17. Keeping records of customer interactions, transactions, comments, and complaints.
18. Communicating and coordinating with colleagues as necessary.
19. Providing feedback on the efficiency of the customer service process.
20. Ensure customer satisfaction and provide professional customer support.
21. Manage large amounts of incoming calls.
22. Communicating and coordinating with colleagues as necessary.
23. Go the extra mile to engage customers.
24. Resolve customer complaints via phone, email, mail, or social media.
25. Inform customers of deals and promotions.
26. Handle and reconcile office petty cash i.e. Manage petty cash float and adhere to set expenditure guidelines.
27. Compile, Manage and keep records of the overall fuel tracker i.e. the branches as well as the Nairobi offices.
28. Ensure that the combined CRM is always up to date and that the contacts, emails, and persons are current and relevant.
29. Ensure the company hits its target on cash sales by ensuring the conversion of the many inquiries, especially from social media and calls.
30. Provide comprehensive and informative reports on social media work and campaigns.
31. Maintain, manage and keep a track of the tender samples.
32. Support the sales team with follow up on delivery notes
33. Manage sample tracker and update feedback

Reports

• CRM
• Delivery Note Tracker
• Sample Feedback Report
• Daily Sales Turnover Report
• RFQ Tracker
• Sales Order Report
• Quality Report & Customer Feedback

NB/ and any other duty or responsibilities assigned to you.

Competencies

• Organizational skills
• Communication skills
• Customer service skills
• High level of integrity
• Business acumen
• Enthusiasm and self-motivation
• Problem-solving skills