Customer Relationship Officer (CRO) at Twiga Foods

Key Responsibilities

Customer Experience Deliver service excellence by putting the Customer First

• Engage customers in the territory frequently to understand and assess if service delivery meets their expectations.
• Review customer orders daily and confirm receipt of expected products from the warehouse. Resolve variances to assure customers receive orders in full, within quality standards and on time.
• Confirm customers are informed of any changes/delays to the service they are expecting and follow up to confirm any restitution is made in a timely manner.
• Confirm promotions/activations in the territory are executed flawlessly by the fulfilment team and the desired objective is realized.
• Partner with the customer experience and QFS (quality, food & safety) teams to resolve customer complaints/returns/refunds within the given timeline and to the satisfaction of all parties. Investigate root causes of customer complaints/returns and implement solutions to mitigate a repeat of similar issues.
• Proactively engage with stakeholders (commercial, warehouse, logistics, BI, FP&A, etc.) to recommend and implement continuous process improvement in speed, accuracy, and overall quality of service.
• Consolidate market intelligence and insights from the team and share with the Territory Manager and other stakeholders as appropriate.

Delivery Efficiency

Utilize available resources to achieve maximum productivity and efficiency in a safe and sustainable way.

• Use information on customer numbers, locations, and preferences to guide and inform delivery routes and windows whilst balancing efficiency, cost to serve and customer delight.
• Establish controls and monitor fulfillment times particularly in relation to the customer promise/delivery-window times.
• Monitor, reconcile and report on metrics included but not limited to staff attendance schedules, mileage, dispatch manifest, resource allocation, etc., and take corrective actions / process improvement initiatives to realize delivery efficiency.
• Adhere to the health and food safety standards related to the depot facility, trucks cleaning, handling of food and assets, etc., and report promptly and in full on the same, as per SLA agreed with the respective functions.

Inventory, Asset and Payment Management

• Receive, reconcile, and report on the products and assets received from the warehouse in the morning within agreed SLAs.
• Monitor deliveries and reconcile with payments registered in the territories till number throughout the day to confirm payments are made at the point of delivery, and that the team is adhering to the approved ways of working.
• Verify and confirm all product, assets and payments are accounted for, verified, recorded and reported by the team before releasing them at the end of the delivery shift.
• Hand over, reconcile and report on the products and assets returned to the warehouse in the evening after the end of the delivery shift, within agreed SLAs.
• Promptly escalate issues to the line manager / commercial leadership and propose solution(s) for approval and implementation.

Team & Self-management

• Engage, coach, manage and motive the team of Fulfilment Representatives.
• Model Twiga’s culture and way of working and inculcating this within the team.
• Deliver the performance objectives set for the team. Hold monthly 1-on-1 performance reviews with the team and with own line manager, and institute corrective action where performance falls below expectation.
• Proactively manage the teams’ and own learning and development.
• Adhere to the annual leave plan agreed with the line manager.
• Adhere to people management polices.

Compliance

• Comply with all organization policies, procedures, and statutory guidelines. Minimize and mitigate risks to the organization and enforce zero-tolerance to non-compliance.
• Close gaps/lapses identified as an outcome of audits; risk and/or any other compliance review; investigations; or other assessment mechanisms and take corrective/preventive actions within the agreed timelines.

Reporting

• Maintain custody of all relevant documentation in the format and standard set.
• Utilize organization systems as provide, capture accurate and timely data to enable sound decision making and actions.
• Present comprehensive, accurate and informative reports with trends, insights, concerns, and recommendations clearly elaborated.

Minimum Qualifications And Experience

• A Diploma or professional course in Logistics, Supply Chain Management, Business Studies or Transport Management or a relevant field.
• A clean and valid driver's license.
• Have at least 3 years supervisory level experience managing a technology enabled customer oriented distribution center with smart phone/GPS fleet tracking capability.
• Have a strong customer service mindset, going the "extra mile" to ensure our customers always have a positive experience.
• Good knowledge of Distribution and Customer Fulfillment and procedures.
• Can work accurately and quickly, to ensure key order processing milestones are achieved within the day, even when working under pressure.
• Always have a positive attitude and approach to the role and team.
• Affinity to working with technology, demonstrable Microsoft Office and Excel experience.
• Physically able to work on feet all day and lift goods occasionally.