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  • Sales Back Office Lead - Kiambu County - Career Directions Limited (CDL)

    Career Directions Limited (CDL)
    Career Directions Limited (CDL) Kiambu County

    2 months ago

    Description

    Job Title: Sales Back Office Lead - Gujarati/Hindi Speaking
    Department:
    Sales & Distribution
    Location:
    Kiambu County
    Languages:
    Proficiency in Gujarati or Hindi

    Role Purpose

    The Lead – Sales Back Office Operations will be responsible for managing the customer service and sales support function, ensuring seamless execution of back-office processes including order management, invoicing, credit notes, and pricing updates.

    The role will also involve leading a team to drive operational excellence, support frontline sales teams, and deliver superior customer experience.


    Proficiency in Gujarati or Hindi is a MUST, given the cultural and business context of key stakeholders.

    Key Responsibilities


    • Oversee the day-to-day operations of the sales back-office team, ensuring timely and accurate processing of customer orders, invoices, credit notes, and pricing updates.
    • Act as the first point of escalation for customer queries and complaints, ensuring quick resolution in alignment with company policies.
    • Manage and maintain system data related to pricing, customer master, and product codes to ensure accuracy and compliance.
    • Collaborate with Sales, Finance, Supply Chain, and other internal teams to streamline processes and ensure efficient order-to-cash operations.
    • Lead, coach, and develop the back-office sales support team to achieve departmental KPIs and enhance customer satisfaction.
    • Monitor performance metrics and generate regular reports on order processing, customer service levels, and team productivity.
    • Drive continuous process improvements and automation initiatives to increase efficiency and reduce errors.
    • Ensure compliance with company policies, credit control measures, and internal audit requirements.

    Requirements

    Qualifications & Experience


    • Bachelor's degree in Business Administration, Commerce, or related field.
    • Proficiency in Gujarati or Hindi is a MUST, given the cultural and business context of key stakeholders.


    • Minimum 5 years of experience, with at least 3 years in Sales Back Office / Customer Service operations.
    • Proven track record of team leadership and people management.
    • Hands-on experience with ERP/CRM systems (SAP) for invoicing, credit notes, and pricing updates.
    • Strong communication skills (oral and written) with ability to interact effectively across levels and functions.
    • Experience in the Food & Beverage / FMCG industry is mandatory.
    • Kenyan nationals are strongly encouraged to apply.

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