Job Title: Customer Service Agent
Hiring Organization: H.B
Fuller
Location – Locality: Nairobi
Location – Region: Kenya
Industry: Manufacturing
Job Type: Full
Time
Salary: KES
Date Posted: 04/12/2024
Primary Duties
- For
the defined customer area/portfolio, manage all aspects of order cycle,
such as Entry, Maintenance, Confirmation, Follow-up to ensure customer
satisfaction and hassle-free interface with customers.
- Handle
in a professional manner all Customer interaction and coordinate the final
customer response.
- Communicate
with Customers whenever there are changes that might affect their order-
- SAP
administration: update in a timely manner customer master, CoA, invoice
query resolutions, customer complaints etc.
- Liaise
regularly with other functions such as Finance, Logistics, SC, &
Sales, to ensure OTIF delivery to our customers.
- Work
proactively to ensure all local SHE objectives are achieved, whilst
working in compliance with SHE regulations.
- Control
of consignment stocks, where appropriate.
- Completion
of customer portals, where appropriate.
- Build
and/or improve on lasting relationship with customers through
knowledgeable communication.
- Exercise
ownership in performance of duties. Seek problem resolutions using
appropriate resources in a timely manner while minimizing cost impact to
company.
- Seek
to understand and include customer requirements in all operational plans
and activities.
- Provide
effective follow up and feedback to ensure customer requirements are being
met.
- Ensure
customer and community service standards are considered in all operational
activities.
- Document
and initiate dispute resolution process as appropriate to ensure customer
satisfaction. Engage sales or customer service management for assistance.
- Monitor
and enforce material allocations with customer while maintaining positive
customer relations.
- Coached
and trained, by Customer Service Supervisor and/or senior colleagues, to
effectively manage work situations of moderate degree of complexity, which
could impact company image and/or sales dollars and cost.
Minimum
Requirements
- 2+
Years’ Experience
- High
school degree; commercial school education
- Fluency
in written and spoken English and at least one other major language
- You´ll
need to have one of the 2:
- Fluent
in English and one of the major languages – Chinese, Spanish, German,
Dutch, Greek, Turkish, French etc.
- At
least 2 years experienced in customer support or customer service
activities with a regional Scope.
- The
Customer Service Agent reports to a Customer Service Supervisor and will
be performing tasks under supervisor guidance while being trained and
gaining business acumen.
General
Requirements
- Strong
computer competency with high MS Office suite proficiency
- Customer
orientation and ability to adapt/respond to different types of characters
- Excellent
communication and presentation skills
- Ability
to multi-task, prioritize, and manage time effectively meet customer
demands and deadlines
- Strong
problem-solving skills
