Vacancies at BURN

About the role

• Burn is looking for a Commercial Intern who will be responsible for daily data analysis and reporting on customer repayment efficiency and stove usage in Kenya and Tanzania. Will also calculate KPIs for the commercial team, provide performance updates, and assist with market analysis and other commercial projects, while maintaining strong analytical and communication skills.

Duties and Responsibilities

• Daily Data Analysis: 
  • Analyze daily reports from Business Intelligence on customer repayment efficiency and stove usage in Kenya and Tanzania. 
  • Identify and flag customers below the repayment efficiency threshold. 
• Flagging & Reporting: 
  • Compile a daily list of customers with low repayment efficiency and share it with the agent care team for follow-up. 
  • Monitor stove usage patterns and identify opportunities for improvement. 
  • Propose and assist in implementing initiatives aimed at improving commercial operations. 
  • Work with the agent care team and sales agents to resolve issues impacting customer behaviour. 
  • Support the Agent care manager and projects manager with weekly reporting as required 
• KPI Calculations: 
  • Calculate and track commercial team KPIs i.e. Team Leaders, sales agents, etc 
  • Provide regular performance updates to leadership based on the set metrics. 
• Support Commercial Strategy: 
  • Assist the commercial team with additional tasks related to commercial projects, market analysis, reporting, and business operations as needed. 

Key Performance Indicators (KPIs): 

• Assisting the team in driving repayment efficiency initiatives 
• Ensure the accuracy of daily reports sent to the agent care team. 
• Timeliness in calculating and reporting KPIs for team leaders 

Skills and Experience: 

• Bachelor’s degree in Business, Finance, Economics, or a related field. 
• Strong analytical skills with a focus on data analysis and reporting. 
• Excellent communication skills and ability to collaborate with cross-functional teams. 
• Proficiency in Microsoft Excel and data analysis tools. 
• Ability to work independently and manage tasks with minimal supervision. 

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About the role

• BURN is seeking a Carbon Sales Trader as an integral part of our Carbon Sales Team. This role will have the autonomy to oversee and execute trading strategies within voluntary and compliant carbon markets, leveraging your expertise to capitalize on market opportunities and mitigate risks.
• The Carbon Trader is responsible for developing trading strategies and executing physical trades in compliance with BURN’s trade policies while analyzing market conditions to generate value. This person is responsible for monitoring supply and demand trends while ensuring the availability of BURN credits.
• This person will respond to client enquiries and identify new business opportunities. In this role, you will liaise with cross-functional internal teams (including Carbon Operations and Finance) to continually improve our processes and procedures.

Location: Nairobi is preferred but otherwise, we will be flexible in considering remote work

Duties and Responsibilities

• Execute daily spot, monthly, & term trades per company policy
• Evaluate and respond to RFP opportunities
• Engage internal Stakeholders including Finance, Legal, and Strategy in verifying the terms and Special Provisions of contracts
• Negotiate contract terms/provisions for selling (Price/volume/location/periods)
• Provide timely support to the Head of Carbon Sales including development, management and execution of short-term or spot physical trading and scheduling strategies
• Perform on call trading and scheduling duties
• Analyze market information and market trends to inform decisions on trading strategies
• Develop and implement trading strategies to achieve best economic outcomes
• Develop and execute strategies in response to expected or unexpected market activities
• Develop and maintain strong relationships with counterparties, traders, and brokers
• Provide periodic presentations to senior management regarding strategy and financial performance
• Collaborate and provide support to all internal stakeholders who are closely engaged with carbon sales
• Assure routine deliverables to all internal stakeholders are complete accurately and on-time
• Maintain understanding and knowledge of rules and regulations that are applied Emissions Reduction Purchase Agreement (ERPA) General Terms and Conditions as well as knowledge and managing the existing contracts (Short-term and Long-term)
• Develop trusted advisor relationships with key accounts
• Collaborate with the Sales Team to identify and grow opportunities and meet our KPIs through forecasting and metrics
• Manage and monitor sales practices and tools to support repeatable, scalable sales processes that accelerate growth quickly
• Maintain and manage a client database
• Collaborate with members across departments to produce high quality proposals, marketing materials for projects, outreach to our customer base, market announcements, etc.

Skills and Experience

• Post-secondary education in business, economics, finance related disciplines, engineering or equivalent experience
• 5 or more years related experience in commodities trading
• Experience in energy markets analysis is an asset, ideally carbon markets
• Supply chain management experience
• Highly proficient with MS Office: Word, Excel, Outlook
• An entrepreneurial and commercial mindset with strong negotiation, decision-making, and problem-solving skills
• Solid experience with CRM software (e.g. Zoho or HubSpot), and MS Office (particularly MS Excel)
• A laser-like attention to detail
• Proven ability to juggle multiple account management projects at one time, while maintaining sharp attention to detail
• Strong verbal and written communication skills in international English
• Comfortable engaging senior stakeholders and closing deals with large companies
• Ability to work collaboratively across multiple country offices and departments
• A passion for BURN’s mission

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About the role

• The Technical Customer Representative is responsible for in-person customer verification, delivery and installation of cookers, swaps of faulty units, minor product servicing/repairs and recovery of units due for repossession.  
• The role will focus on driving the achievement of field installation & collection KPIs through close collaboration with Commercial teams, Field Logistics and Customer Experience. 
• The overall aim is to ensure prompt installation, timely swaps of faulty units, efficient portfolio management in the field, VOC collection and early resolution of issues impacting repayment & product usage.

Roles and Responsibilities: 

Field Operations 

• Timely installation of assigned new sales units. 
• Execute repossession of products from delinquent customers. 
• Return retrieved stoves to the field logistics team. 

Customer Interaction and Support 

• Conduct in-person verification of customers. 
• Provide comprehensive product education to customers, including payment, usage, and care instructions. 
• Conduct level 2 troubleshooting for reported issues at the customer's home before initiating product swaps. 

Portfolio Management 

• Conduct home visits to support customer experience (CX) in resolving open tickets, boosting product usage, and facilitating field debt collection. 
• Escalate customer feedback, including complaints, fraudulent activities, and other field-related issues. 

KPIs 

• TAT on New Installations 
• TAT on escalated swap request 
• TAT on escalated field visits 
• Quality of TCR interaction score 
• CES/CSAT score  

 Skills and Experience:

• Diploma/Certificate in Electrical or Electronics or equivalent work experience 
• Experience in field installations, technical support or a customer service role from known fast-moving home appliance brands, SHS, satellite or cable TV companies. 
• Excellent verbal and written communication skills. 
• Strong organizational and time management skills. 
• Ability to work independently and as part of a team. 
• Strong technical skills and the ability to troubleshoot and resolve issues  
• Strong customer service orientation. 
• Proficiency in ticketing solutions & mobile applications. 
• A valid driver's license is a plus. 

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About the role
The job holder will implement a process that will identify and develop the capability of BURN to deliver exceptional technical care support for BURN products to our customers. The job holder will roll out a technical care network & work with BURN field managers to achieve the commercial KPIs.  

The Technical Customer Representative Coordinator will lead in the coordination of home delivery, in-person customer verification, customer education, product installation, product replacement, system training & utilization, replacement stock management & service tracking through accurate data entry in the BURN help desk system.

Duties and Responsibilities

• Implement the technical care support model and roll out a network of technical customer representatives (TCRs) in line with the laid down strategy 
• Coordination and reconciliation of stock between warehouse teams and technical customer representatives 
• Provide training to technical customer representatives, sales team, and field logistic personnel. 
• Evaluate the TCR performance and audit the delivery/after-sales activities every quarter. 
• Share audit feedback with B2C Channel manager/Sr Aftersales manager/partners and follow up on improvement areas identified during the audit period. 
• Responsible for the key KPI’s Target as set out on a Quarterly/annual basis: – 
• New Installation TAT 
• Swap SLA (Turnaround Time, Long-Term Pending). 
• Retrieved units reverse Logistics management. 
• Swap Quality - Repeated Swap Ratio. 
• Stock reconciliation 
• Support commercial teams in credit management 

KPIs 

• TCR network expansion based on sales targets. (100%) 
• Training of new and existing technical care teams. 
• A quarterly performance audit of technical care service as per approved evaluation and audit criteria 
• 100% timely utilization and accuracy of ECOA aftersales tool in all technical care services 
• Installations, swaps and retrieval of units <24 hours. 
• Weekly & Monthly swaps/retrieved unit return ratio< 95% 
• 24 Hours lead time for forward & reverse logistic partners sign off & management 
• Weekly and monthly reporting of technical care activities. 
• Tracking technical care cost (Weekly and monthly reporting) 
• Supporting the credit collection team with issues related to defective products 
• Used spare parts return and NTF (<3%) management.

Skills and Experience

• A degree in electronics / electrical, telecommunication, Business Administration, or related field. 
• Minimum of 5 years in an operational support role. 
• Having deployed an aftersales service strategy for technology, Telco / fast-moving home appliances 
• Demonstrate understanding of the aftersales process, spare parts management and warranty aspects 
• Ability to understand business goals and recommend new approaches, policies, and procedures to effect continual improvements in business objectives. 
• Strong mindset for continuous improvement and meeting or exceeding expectations. 
• Able to demonstrate complete discretion and confidentiality. 
• Superior verbal and written communication skills with an emphasis on tact and diplomacy. 
• Business-driven, people-focused, with exceptional influencing skills. 
• Excellent organizational, multi-tasking, presentation, and time-management skills 
• Passion for social enterprise, development of people, and environmental benefits.

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About the role

• BURN is seeking a team leader to oversee agents in a designated zone, ensuring quality sales and adherence to company policies. The role involves stock management, reporting on key activities, and training agents and customers on business procedures.
• Additionally, the team leader will gather market insights, manage sales targets, and work closely with logistics to ensure the timely delivery of products.

Duties and Responsibilities

• Responsible for agents in the assigned zone to drive quality sales as per the set forecast
• Communicate to agents and customers on company policies and procedures
• Stock management: stocks with agents specifically to minimize loss
• Reporting on key activities in the field: sales, financial reconciliation, data entry by agents, stock levels, verification and creditability of data
• Training agents and customers on the relevant business procedures
• Sales target management and agent recruitment
• Work closely with warehouse officers and logistics providers to ensure timely delivery of products to the sales agents
• Regional performance reporting including team performance to target
• Gather critical market information on the improved cookstove sector, BURN’s distribution partners, competitor activity, and other key areas of the market.
• Market visits and travel as required by the business
• Other assigned tasks as per the business requirements.

Skills and Experience

• Bachelor's degree
• Minimum of 3 years of experience in sales.
• Strong organizational and multitasking abilities.
• Communication skills in both written and spoken English and Swahili
• Based within or willing to relocate to the assigned zone.
• Strong mindset for continuous improvement and meeting or exceeding expectations.
• Passion for social enterprise, development of people, and environmental benefits.

go to method of application »

About the role
BURN is seeking a team leader to oversee agents in a designated zone, ensuring quality sales and adherence to company policies. The role involves stock management, reporting on key activities, and training agents and customers on business procedures.

Additionally, the team leader will gather market insights, manage sales targets, and work closely with logistics to ensure the timely delivery of products.

Duties and Responsibilities

• Responsible for agents in the assigned zone to drive quality sales as per the set forecast
• Communicate to agents and customers on company policies and procedures
• Stock management: stocks with agents specifically to minimize loss
• Reporting on key activities in the field: sales, financial reconciliation, data entry by agents, stock levels, verification and creditability of data
• Training agents and customers on the relevant business procedures
• Sales target management and agent recruitment
• Work closely with warehouse officers and logistics providers to ensure timely delivery of products to the sales agents
• Regional performance reporting including team performance to target
• Gather critical market information on the improved cookstove sector, BURN’s distribution partners, competitor activity, and other key areas of the market.
• Market visits and travel as required by the business
• Other assigned tasks as per the business requirements.

Skills and Experience

• Bachelor's degree
• Minimum of 3 years of experience in sales.
• Strong organizational and multitasking abilities.
• Communication skills in both written and spoken English and Swahili
• Based within or willing to relocate to the assigned zone.
• Strong mindset for continuous improvement and meeting or exceeding expectations.
• Passion for social enterprise, development of people, and environmental benefits.