Customer Service Officer Job in Nairobi, Kenya

Job Title: Customer Service Officer

Job Code: CSO/BD/141201
 

Number of Positions Open: 1

Reports To: Supply Chain Manager
 

Location: Nairobi, Kenya

Closing Date: Open Until Filled

Summary: Our client is a FMCG company looking for a Customer Service Officer.
    
Job Purpose: To deliver excellent supply chain customer service, from order receipt through to delivery and enable achievement of specific customer service level targets, which support our business objectives.

To build strong customer relationships, to enable us to deliver supply chain best practice and continuously review order processing to ensure we achieve perfect order fulfilment, efficiently and effectively with the Customers.

Primary Responsibilities:

Customer Supply Chain Development

• Collaborate with the customer’s supply chain teams and formulate joint supply chain plans that support our tactical activities.
• Communicate any mutually beneficial supply chain opportunities/initiatives that arise and agree how these can be implemented. Establish yourself as the main contact for all supply activities.
• Gain an understanding of the ‘End to End’ Customer Supply Chain and develop relationships with all key personnel.
• Identify opportunities that improve our joint operations and suggest proposed changes to all relevant contacts.

Customer Focus

• Monitor daily orders to establish standard order patterns.
• Determine actions that will improve delivery efficiency and drive ‘best practise’ from pre-order to order fulfilment to improve service level performance.
• Identify and communicate customers’ agreed measures/KPIs and make sure these become visible and are achieved.
• Report monthly results to the SCM in a timely and accurate manner.
• Liaise with the wider Supply Chain team to understand and utilise any business tools or customer processes which can be implemented to achieve best practise within the supply chain.

Perfect Order Fulfilment

• Ensure all daily/weekly orders are processed correctly and efficiently to achieve service level targets within all customers.
• Communicate daily with SCM on any key actions and provide specific information on any deviations that affect service levels.
• Pro-actively support the wider team to ensure ‘perfect order’ is achieved on all orders and suggest any measures that will manage future order demands.
• Co-ordinates and communicates new line information, in a timely and accurate manner, to the customer in order to drive data alignment.
• To conduct regular audits with the customer to ensure product databases remain continuously aligned.
• Maintain the stock allocation template in a timely and accurate manner to ensure low stock is effectively managed within the business in line with customer priorities and maximises service levels.

Relationship Management

• Establish yourself as a key member of a cross functional account team ensuring effective flow of information at all times.
• Lead information on Supply Chain matters.
• Develop Customer Supply Chain relationship in order to fully understand their day to day requirements.
• Respond to specific demands, identify and build upon areas for development in order to maximise opportunities, minimise cost and all key processes are understood.

Query & Customer Complaints Resolution

• Pro-actively reviews and resolves all delivery queries.
• Identify ‘root causes’ and recommend a course of action and gain required approval to resolve issues within a timely manner.
• Identify any process improvements and put these in place to ensure no re-occurrence and maximisation of cash flow.

Reporting

• Weekly / Monthly update of the service level scorecard including customer KPI measure. Report daily orders against required targets and pro-actively communicate required action to SCM.
• Prepare completion of monthly internal period report to include customer activities, issues and opportunities that have arisen, along with proposed solutions that will be implemented within a stated period of time.
• Monthly reporting of customer complaints management.
• Include details of delivery related queries, received, open and resolved in the previous month and corrective actions implemented to prevent future repetition.

Administration

• Maintain customer price files (standard and promotional) and material determinations to ensure orders are processed in an accurate and timely manner.

Systems

• Maintain all relevant data on Internal and Customer specific tools accurately and in a timely manner to ensure service level targets are achieved.
• Identify improvements and communicate ideas to relevant personnel.

Health & Safety

• To comply with health & safety policies and procedures

Education:

• Degree holder with professional qualification in Economics, Accounting or I.T

Experience and Skills:

• Must have an advanced working knowledge of Microsoft Excel and Access applications.
• Customer related Supply Chain experience in a FMCG environment is desirable.
• In depth understanding of Supply Chain issues and initiatives.
• Medium term commercial experience in a customer facing function.
• Good communication and interpersonal skills. Able to express ideas clearly and effectively in all situations and actively listens to others.
• Good Analytical Thinking and able to turn data into a clear action plan.
• Good understanding of operational FMCG Supply Chain.
• Able to build strong relationships influence and challenge others.
• Able to demonstrate a proactive process improvement focus, incorporating a real attention to detail.
• Able to manage time and priorities effectively.

Additional Attributes:

• Positive ‘can do’ attitude.
• Enthusiastic.
• Results Driven.
• Makes decisions, with confidence.
• Calm under Pressure.
• Team Player.
• Completer – Finisher.
• Proactive / uses initiative and does more than is expected.
• Willingness to Travel.

How to Apply:

Interested candidates holding the necessary requirements, good performance and / or references are encouraged to apply with detailed CV’s, inclusive of names and contacts of 3 referees, current telephone number and email address by scrolling down and clicking on: Customer Service Officer

Kindly include your current and expected remuneration in your resume