Job Title: Customer Service Representative
Hiring Organization: Haco Industries
Location – Locality: Nairobi
Location – Region: Kenya
Industry: Manufacturing
Job Type: Full Time
Salary: KES
Date Posted: 07/11/2024
HACO
Industries was established in the early 1970’s as single-product manufacturer.
From those modest beginnings, HACO is now one of the region’s leading FMCG
manufacturers, supplying a wide range of products to the entire East African
and COMESA Markets.
Duties and Responsibilities.
- Communicate to
distributors and key accounts on all offers and pricelists to the trade.
- Consolidate
weekly and monthly feedback on offers and promotions from the sales
representatives and partners across all brands.
- Ensure all
claims are lodged and compensation done within five working days.
- Outbound calls
and messages to hairdressers on the database to pilot the call center
model and share a report every month.
- Ensure that
customer performance is shared through the sales analyst three times every
month.
- Follow through
with finance to ensure that statements are forwarded to Key Accounts,
Kenyan and Export Distributors on the last day of every month.
- Ensure that the
SLA timelines are achieved for every order. In case any customer SLA
timelines are not achieved, give reasons why this happened and how you
plan to avoid this in their next order(s)/ for every account.
- Tracking and
sharing of the report to be done daily by use of the tracker in place and
maintain an accurate database.
- Confirm and
share accurate PFI’s to all Institutions prior to any order processing.
- Ensure all
export customers share the duly stamped and processed export documents
upon shipment completion, and the same need to be filed for tracking
purposes.
- Upload any new
contact, physical address, and e-mail details every month.
- Have target call
outs (based on a structured format) to obtain monthly customer feedback
- Ensure all
customer touch points especially for external customers are attended to
daily and reports shared weekly. This includes social media pages, email
boxes, letters, walk-ins, etc.
The
Person.
- Bachelor’s
degree in Business Administration and or Marketing.
- Minimum of 2-3
years work experience in a busy FMCG sector.
- Experience
working with ERP systems. Experience in SAGE X3 will be an added
advantage.
- Excellent
communication and interpersonal skills (Proficient in English and
Kiswahili languages).
- Understanding of
Sales and Marketing fundamentals.
- Integrity and
positive attitude.
- A self-starter
who proactively initiates and/or runs with customer value-adding
initiatives.
- Coordinating
& organizing ability.
- Active listening
and attention to detail
