Customer Service Executive at Janta Kenya

Key Responsibilities

• Ensure that the operations-Logistics-Sales Planning meeting takes place daily at 2pm.
• Track the execution of the Sales Impact Plans – daily tracking of customer performance in line with scheduled loading, aligning team on gaps to close, guiding on conversion of missed lines.
• Guide team on accurate order processing, ensuring no wrong order returns & Conversion follow through with timely updates to customers.
• Align team on customer data management – guide on distributor engagement for optimal stocking/ product availability in line with Stock position review and maintenance of Min-Max.
• Review Export orders daily & weekly requirements.
• Align team on actively listing of new products/ brand extensions variants & updating weekly on the listing status- aim to achieve 100% listing within 6months.
• Monitor and ensure that Trading Terms are always adhered to by all customers & aligning the sales team daily on Debt collection to be top of mind. Failure to do this then you will not be able to process any orders as accounts will be blocked.
• Effective communication to CSEs, Customers and field team within 8 hrs of any new Corporate Statements, price update and offers, product recall & NPD developments via bulk SMS, calls and email.
• Work closely with team on Sales Forecast, production planning & production efficiency to improve PVC with clear objective for sustainable and consistent availability.
• Take the lead on Customer Relationship Management to create and build trust for mutual business growth.
• Weekly ROI reviews and one-on-one sessions and conduct Performance Appraisals while identifying the areas of improvement that require coaching/ training, review requirement & execute development plans to bridge the gaps identified while ensuring team maintains discipline.
• Work closely with team to Identify system update requirements, automation gaps and align with ICT on new technology deployment that will improve our customer service.

Skill & Experience

• Degree or diploma in business related course
• At-least 5 years of experience in customer service
• Must have experience from Manufacturing or Logistics Industries.