Position Title: Customer Service Executive
Job Summary: The ideal candidate will be responsible for handling customer enquiries and ensure client orders are handled and booked accurately in the system.
Maintain constant update of information to the external sales team by providing accurate information regarding the external sales team and also to the customers.
Act as a key link between production and the needs of the external sales team.
Duties & Responsibilities:
- Process all PSD and part of CCD customer orders as per set procedures by ensuring timely booking of works orders and seeking approvals for clearance in a timely manner.
- Proactively follow up with production services to ensure artwork and samples are approved prior to booking the order.
- Ensure closure of all inquiries (both CCD & PSD) by issuing quotations in a timely manner.
- Handle all enquiries received through emails and telephone, share proforma, quotations and/ or payment details with customers.
- Process all online shop orders and payment ensuring timely deliveries
- Work collaboratively with other departments to ensure OTIFNE target of 80% is always met
- Sending artwork request through ABACA to respective departments and sharing the same with the customer for approval
- Follow up orders to ensure availability of paper, other materials, and production inputs to service the order within the set time limit. Any anticipated delays must be communicated to the customers in advance.
- For EPZ & Export customers, initiate the documentation process and follow up on the same from the customer’s end.
- Conduct a follow up on all deliveries to ensure they were done as per customer expectations e.g. was the order delivered as per invoice quantity, any quality concerns etc.
- Ensure accurate and on time invoicing for CCD and PSD orders.
- Timely handling of all customer complaints and escalating where necessary. All credit Notes from trade complaints should be processed and shared with the customer within the same month and records kept accordingly.
- Daily attendance of production meetings to articulate issues concerning customer orders and possible delivery disruption. All issues coming out of this meeting must be escalated immediately to the specific salesperson and the customer service manager for appropriate action.
- Ensure aging stocks monthly tracking and supporting the sales team on exploring opportunities to sell the stock. Support dispatch to apply FIFO method.
- Proper record Keeping of all relevant customer documentation & communication on shared folders.
- System clean-up of specs and old sales orders. Ensure delivery of schedule report is up to date and correct prices in ABACA are updated.
- Generation of reports on a need basis as and when they are required by the business.
- Support the sales team by addressing customers issues and timely escalations of challenges that will impact on sales and payments.
Qualification, Experience & Attitude:
- A Bachelor’s Degree in Business Administration, Engineering, Finance or related field
- Minimum 2-4 years’ experience in a similar position, preferably in FMCG/Manufacturing environment
- Possesses excellent communication and interpersonal skills.
- Exhibits ability to use Microsoft Word, Excel, Outlook, and PowerPoint.
- Demonstrate the ability to multi-task and move with speed
- Possesses strong problem-solving skills.
- Pays close attention to detail and manages time efficiently.
- Must be a Self-Starter, working well independently with little supervision.
- Must be a highly organized individual, able to maintain records and data in an organized and easily retrievable manner.
- Must have a high sense of professionalism.
How to Apply
If you are up to the challenge, possess the necessary qualification and experience; please send your CV only quoting the job title and current salary on the email subject (Customer Service Executive) to hr@eapi.co.ke on or by Monday 16th May 2022