The role of a Senior Executive customer service in KPL exists to ensure that customer satisfaction is prioritized throughout the production and delivery process. The executive’s contribution lies in fostering strong relationships with clients, resolving issues promptly, and implementing strategies to improve customer experience, ultimately enhancing brand loyalty, reputation, and long-term profitability for the company.
Responsibilities
Sales & Revenue Target attainment as per the Strategy Plan
by enabling individual Asst. CSE’s engage specific assigned customers for
orders and payments and assigning targets to the Asst. CSEs and aligning on
action plans to ensure customer engagement as per call plan.
100% Order Conversion
- Actively
coordinate with, Logistics and production daily updating on order
conversion status for both Dom & Export 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 drive
collections to align Debt portfolio
- To aid in debt
collections for account alignment to facilitate order release.
Timely Customer Communication.
- Provide
official updates to the customers on pricing updates, trade offers, new
products released among others by phone calls, emails, WhatsApp, SMS’s and
with the help from field team.
Regular Sales Forecasting
- 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
Customer & Transporter Account alignment
- To assist
Finance in resolution of payment issues & enable account alignment to
allow timely payments.
Relationship Management
- Scheduled daily
calls and quarterly visits to the customers for relationship building and
business discussions.
Timely customer complaints resolutions.
- Develop and
update individualized relationship management toolbox (KYC- know your
customer).
Execution of offers and promos
- Drive
communication & execution of offers to achieve the desired objective
through clear offer articulation to the team and T20 customers
Market Intelligence
- Carrying out
comparative Pricing surveys, product specs including SKUs & NPDs,
promotions, offers, conversion rate and route to markets.
NPDs post-launch execution
- Align with
production and logistics on product release schedule and dispatch to the
customer and follow up on repeat orders.
People Management
- Develop and
Implement Performance Management Systems for the team i.e., JDs, PP-KRA,
ROI, ROPE, PDP, PIP and overall management on leave planning, disciplinary
and promotion actions.
- Weekly Report
on achievement of targets and identify any actions required among your
team.
- Ensure company
policies are adhered to.
- Motivate the
team to operational success
Key Skills
- Great
negotiation & relationship building skills
- Good
communication and interpersonal skills
- Strong
analytical skills
- Team management
skills
- Proficient in
Ms Office: Word, Excel, PowerPoint, Outlook
- Good customer
service and Selling skills
Extent of Authority
Budgetary responsibility: N/A
Company assets:
- 1 -Laptop
- 3 – Desktops
- 4 – Company
phones.
Experience
- Over 5 years’
experience in Customer Service at a Supervisory level.
Personal attributes
- Able to work
within tight deadlines & under pressure.
- Self–starter.
- Good
Culture-Fit
- High Integrity
- No Ego, no
Attitude
- Team player
- Customer–centric
mindset.
Qualifications
- Degree in
Business Management or equivalent
- Customer
Service training added an advantage
How to Apply
