Customer Service Advisor at Bamburi Cement Ltd

ABOUT YOU

• You have strong leadership and people management capability. Adept analytical thinker with strong written and verbal communications and decision-making skills. With a track record of high integrity while working.

 YOUR RESPONSIBILITIES

• To ensure Health and safety regulations are applied on site and monitor noncompliance and report the same to management.
• Manage the processing of dispatch documentation(order to cash) by ensuring that procedures are followed with regard to:
  • Receipt of customer purchase orders, confirmation & processing after account status checking as well as correctness of pricing conditions
  • Collaboration & coordination with logistics, Dispatch & finance
  • Ensuring delivery note is processed for any dispatch of cement or Otherwise
  • Ensure all counter sales order transactions are processed accurately and swiftly and in accordance with the laid down procedures.
  • Reduce wait time and serve time by efficient processing of all transactions.
  • Manage customer expectation for each interaction and ensure adherence to basic service standards set by the business.
  • Be vigilant and alert on any possible frauds and risks.
• Reporting any exceptions in the process in (2) above to the service supervisor or manager as applicable
• In liaison with the Customer service supervisor review the BG report on a daily basis and advice customers on account status
• Managing customer queries and complaint processes which include proper recording, Resolution, follow up and feedback to ensure full customer satisfaction
• Customer engagements & Other duties as assigned by management from time to time

YOUR QUALIFICATIONS, EXPERIENCE & SKILLS

• A degree in Business Administration, Marketing or Communication from a recognized University with a minimum 2 years’ experience in a busy sales or customer service environment
• Experience with ERPs (Enterprise Resource Applications e.g. JDE, SAP)
• Excellent working knowledge of MS Excel and specifically spreadsheet design
• Excellent communication and interpersonal skills
• Highly motivated, dynamic, self-driven with ability to work with minimal supervision
• Ability to work and communicate in a culturally diverse environment

Reporting to:

• Customer Service Supervisor - Nairobi

Travel: 5%