| Position: |
CUSTOMER SERVICE SUPERVISOR (MANUFACTURING COMPANY) |
| Employer: |
A MEDIUM-SIZED MANUFACTURING COMPANY |
| Ref No: |
SGK-CSS-08-2025 |
| Industry: |
MANUFACTURING |
| Job Category: |
SUPERVISORY |
| Town: |
NAIROBI |
| Country: |
KENYA |
| Date Posted: |
18/08/25 |
| Deadline: |
01/09/25 |
| Requirements: |
DEGREE IN BUSINESS MANAGEMENT OR EQUIVALENT.
GREAT NEGOTIATION AND RELATIONSHIP BUILDING SKILLS.
TEAM MANAGEMENT SKILLS.
GOOD CUSTOMER SERVICE AND SELLING SKILLS.
ABILITY TO ANALYSE SALES PERFORMANCE METRICS.
GOOD PROBLEM-SOLVING SKILLS. |
| Experience: |
OVER 5 YEARS EXPERIENCE IN A CUSTOMER EXPERIENCE AND SUPERVISORY ROLE. |
| Salary: |
KSHS. 80,000 - 100,000 PLUS COMPANY BENEFITS |
| Additional Attributes: |
CUSTOMER SERVICE SUPERVISOR LEADS THE BACK OFFICE SALES TEAM TO ENGAGE CUSTOMERS FOR ORDERS RESOLVE ACCOUNT AND PRODUCT QUERIES/COMPLAINTS, DEBT COLLECTION, CUSTOMER COMMUNICATION, INTRODUCES NEW PRODUCTS THROUGH COLLABORATION WITH OTHER DEPARTMENTS TO ENSURE GREAT CUSTOMER SATISFACTION BY PERFORMING THE FOLLOWING RESPONSIBILITIES:-
ACTIVELY COORDINATE WITH LOGISTICS AND PRODUCTION DAILY UPDATING ON ORDER CONVERSION STATUS AND ENSURING NECESSARY ACTIVITIES AND ACTION PLANS ARE PUT IN PLACE TO ENSURE ACCURATE DEMAND FORECASTING AND LOADING SCHEDULE.
DEVELOP A STRUCTURED SOP TO ENSURE ALL OBJECTIVES OF A SALES CALL ARE MET.
TO AID IN DEBT COLLECTIONS FOR ACCOUNT ALIGNMENT TO FACILITATE ORDER RELEASE.
PROVIDE OFFICIAL UPDATES TO THE CUSTOMERS ON PRICING UPDATES, TRADE OFFERS, NEW PRODUCTS RELEASED AMONG OTHERS BY PHONE CALLS, EMAILS, WHATSAPP, SMS AND WITH THE HELP FROM FIELD TEAM.
COLLATE THE MARKET DEMAND BY BRAND AND SKU AND TABULATE PRODUCTS REQUIRED AS PER SHARED TIMELINES AND ALIGN WITH PLANNING TEAM ON PRODUCTION AND LOGISTICS EXECUTION.
TO ASSIST FINANCE IN RESOLUTION OF PAYMENT ISSUES AND ENABLE ACCOUNT ALIGNMENT TO ALLOW TIMELY PAYMENTS.
SCHEDULED WEEKLY CALLS AND QUARTERLY VISITS TO THE CUSTOMERS FOR RELATIONSHIP BUILDING AND BUSINESS DISCUSSIONS.
DEVELOP AND UPDATE INDIVIDUALIZED RELATIONSHIP MANAGEMENT TOOLBOX (KYC- KNOW YOUR CUSTOMER).
COORDINATE WITH DOMESTIC AND EXPORT CUSTOMERS, TRANSPORTERS AND RELEVANT TEAM ON CONVERSION SCHEDULES, STATUS, ALIGN, AND RESOLVE INCIDENT AND ACCIDENTS LOSS / DAMAGES RESCUE BY NEARBY DISTRIBUTORS / PARTNERS AND ALIGN ON CN/DN AND RE-INVOICING AND NEW DELIVERIES.
DRIVE EXECUTION OF THE OFFERS TO ACHIEVE THE DESIRED OBJECTIVE THROUGH CLEAR OFFER ARTICULATION TO THE TEAM AND T20 CUSTOMERS.
CARRYING OUT COMPARATIVE PRICING SURVEYS, PRODUCT SPECS INCLUDING SKUS AND NPDS, PROMOTIONS, OFFERS, CONVERSION RATE AND ROUTE TO MARKETS.
ALIGN WITH PRODUCTION AND LOGISTICS ON PRODUCT RELEASE SCHEDULE AND DISPATCH TO THE CUSTOMER.
ENSURE AVAILABILITY AND VISIBILITY OF ALL CATEGORY FOCUS BRANDS AT ALL COMPANY OUTLETS.
ENGAGE AND EDUCATE CUSTOMERS ON NEW PRODUCTS, AVAILABILITY.
CHECK ON PRICING ADHERENCE.
GROW SALES MIX TO 60% BULK: 40% CONSUMER PACKS AS AN AVERAGE IN THE SALES BUSINESS UNIT.
DEVELOP AND IMPLEMENT PERFORMANCE MANAGEMENT SYSTEMS FOR THE TEAM AND OVERALL MANAGEMENT ON LEAVE PLANNING, DISCIPLINARY AND PROMOTIONS ACTIONS.
PREPARE AND SEND WEEKLY AND MONTHLY REPORTS.
WEEKLY REPORT ON ACHIEVEMENT OF TARGETS AND IDENTIFY ANY ACTIONS REQUIRED AMONG YOUR TEAM.
ENSURE COMPANY POLICIES ARE ADHERED; BE THE ROLE MODEL IN ADHERING TO POLICIES.
MOTIVATE THE TEAM TO OPERATIONAL SUCCESS.
MONITOR THE COMPLETION OF TASKS AND ENSURE GOOD PERFORMANCE AND RECORD ON APPROPRIATE SYSTEMS.
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