Job Description
Reporting to: COO
Industry: Retail & Manufacturing
Location: Nairobi
Gross Salary: KES. 70,000 – 80,000
Job Purpose: Responsible for the day-to-day management of the Customer Services Department. Providing leadership and direction to the Customer Services Supervisors and their teams to ensure that an excellent standard of service is provided and maintained.
Our client is an established manufacturer with a chain of retail outlets spread across Kenya.
Key Responsibilities
• Ensure the full implementation of the Customer Services strategy across the business.
• Ensure that the Customer Services function operates effectively and that the functions’ activities are aligned to departmental and Company objectives.
• Ensure the accurate processing of customer quotations, orders and order confirmations within agreed timescales.
• Ensure that all customer enquiries are satisfactorily managed, resolved and closed within agreed timescales.
• Ensure that the Customer Services function is adequately staffed and trained to deliver an efficient service to internal and external customers.
• Represent the Customer Services function as an active member of the Senior Management Team.
• Actively promote and manage the process of continuous improvement in Customer Services standards within Call Enquiries and Order Processing.
• Create and sustain a positive team environment displaying high levels of motivation and excellent team spirit.
• Participate and contribute to relevant management meetings.
• Promote effective communication throughout all levels of the Customer Services function.
• Manage all trouble shooting activities from the team.
• Liaise with the production, warehouse, sales and logistics teams to ensure clients orders are delivered on time.
Qualifications
• Degree in Sales/ Marketing/Customer Service or related field.
• Minimum of 5years’recent and proven experience within a busy commercial customer service environment, of which 3 years should be at senior customer relations management level Customer & employee relations management
• Demonstrable experience of successful change management and/or application of continuous/business improvement technique.
• Experience gained within a manufacturing or wholesale environment
• Experience in a quick response, highly fluctuating, customer driven industry
• Previous experience setting and monitoring performance targets/KPIs
• Resource planning & control
• Excellent people management, leadership, coaching and motivation skills
• Excellent customer awareness & focus
• Excellent communication and interpersonal skills
• Excellent planning, organizing and prioritizing skills
• Excellent decision making / problem solving capabilities
• Demands high standards of accuracy and attention to detail