Customer Service Executive - Nairobi, Kenya - Reckitt Benckiser
Description
ABOUT THE COMPANY
OUR PURPOSE
We exist to protect, heal and nurture in the relentless pursuit of a cleaner and healthier world.
This purpose drives everything we do as a company – inspiring us to improve people's lives, through better hygiene, health and nutrition. It unlocks new opportunities – enabling our business to grow, while increasing our positive impact on the planet. And it drives us to continuously innovate to make the best possible products we can.
JOB SUMMARY
About The RoleMaintains the highest standards of customer service by immediately attending to and resolving customer issues.Ensuring that all customers receive their deliveries on time and in full, that any potential failure is reported to the customer before they report it to us.Order tracking against monthly set targets.Communication with customers and sales team on order status and dispatch dates.Develops and implements business process initiatives to optimize departmental operations in accordance with overall business objectives.Developing standard operating procedures (SOPs) for Customer service, logistics management, and order fulfilment to meet operational goals.Overseeing daily order fulfilment activities, including order processing, picking, packing, and shipping preparation.Track inventory levels to prevent stock-outs and/or deadstock.Maintaining positive and mutually beneficial relationships with DBs and sales team.Providing data-backed and actionable updates to senior management to improve order fulfilment SLAs and vendor performance.The Experience We're Looking ForStrong Verbal, interpersonal and written communication skills.Advanced skillset in Excel analytics, and PowerPoint.JDE experience in order processing & WMS competencyTeam player with the ability to work in a fast-paced environment.Able to drive continuous improvement at all organizational levels.Ability to effectively communicate at all levels with internal & external stakeholders and suppliers.Superior interpersonal skills including courtesy, professionalism, and a cooperative attitude.Ability to be flexible to handle multiple priorities and to work limited overtime as necessary.Well-developed oral and written communication skills and interpersonal skills in order to effectively instruct employees, and also effectively file reports to the upper management of the organization.A bachelor's degree in supply chain management, Logistics, Business Administration, or any field related to logistics management.At least 3+ years of professional experience is also required.High computer literacy, which involves being able to work with Microsoft packages.Ability to influence individuals and teams to achieve set or desired goals and objectives.Good people management, motivation, and negotiation skills.Good planning and processing skills.The Skills For SuccessSupply Chain Management, Business Partnership, Collaboration, Partnership building, Relationship management, Business acumen, Productivity management, Project management, Improve business processes, Advanced analytics, Data analytics, Customer service management, Manufacturing excellence.
RESPONSIBILITIES
Experience of managing the fulfilment operation, customer service and order fulfilmentExperience in handling customer complaints over the phone and written formats.Proven track record of analytical, interpersonal, leadership, and project management skillsPrior experience and familiarity with warehouse operations, Experience of managing 3rd party fulfilment & delivery partners.Experience of driving operational KPIs and targetsA strong customer-oriented focusExperience of working cross-functionally with other departments by building relationships to achieve shared goals.Experience of introducing and/or improving new processes within a growing businessInnovative – You can "think outside the box" and are always looking for the next opportunity.Fun - You have a positive outlook and can contribute to a culture of having fun and enjoying the work we do.
REQUIRED SKILLS
Reporting, Customer service, Ability to coordinate, Team leadership, Customer support, CRM systems
REQUIRED EDUCATION
Bachelor's degree