Job Title: Customer Service Executive
Hiring Organization: Reckitt
Location – Locality: Nairobi
Location – Region: Kenya
Industry: Hygiene,
Health and Nutrition
Job Type: Full
Time
Salary: KES
Competitive
Date Posted: 03/30/2024
Home to
the world’s best loved and trusted hygiene, health, and nutrition brands. Our
purpose defines why we exist: to protect, heal and nurture in the relentless
pursuit of a cleaner, healthier world. We are a global team united by this
purpose.
Join us
in our fight to make access to the highest quality hygiene, wellness, and
nourishment a right and not a privilege.
About the role
- Maintains
the highest standards of customer service by immediately attending to and
resolving customer issues.
- Ensuring
that all customers receive their deliveries on time and in full, that any
potential failure is reported to the customer before they report it to us.
- Order
tracking against monthly set targets.
- Communication
with customers and sales team on order status and dispatch dates.
- Develops
and implements business process initiatives to optimize departmental
operations in accordance with overall business objectives.
- Developing
standard operating procedures (SOPs) for Customer service, logistics
management, and order fulfilment to meet operational goals.
- Overseeing
daily order fulfilment activities, including order processing, picking,
packing, and shipping preparation.
- Track
inventory levels to prevent stock-outs and/or deadstock.
- Maintaining
positive and mutually beneficial relationships with DBs and sales team.
- Providing
data-backed and actionable updates to senior management to improve order
fulfilment SLAs and vendor performance.
Your
responsibilities
- Experience
of managing the fulfilment operation, customer service and order
fulfilment
- Experience
in handling customer complaints over the phone and written formats.
- Proven
track record of analytical, interpersonal, leadership, and project
management skills
- Prior
experience and familiarity with warehouse operations, Experience of
managing 3rd party fulfilment & delivery partners.
- Experience
of driving operational KPIs and targets
- A
strong customer-oriented focus
- Experience
of working cross-functionally with other departments by building
relationships to achieve shared goals.
- Experience
of introducing and/or improving new processes within a growing business
- Innovative
– You can “think outside the box” and are always looking for the next
opportunity.
- Fun
– You have a positive outlook and can contribute to a culture of having
fun and enjoying the work we do.
The
experience we’re looking for
- Strong
Verbal, interpersonal and written communication skills.
- Advanced
skillset in Excel analytics, and PowerPoint.
- JDE
experience in order processing & WMS competency
- Team
player with the ability to work in a fast-paced environment.
- Able
to drive continuous improvement at all organizational levels.
- Ability
to effectively communicate at all levels with internal & external
stakeholders and suppliers.
- Superior
interpersonal skills including courtesy, professionalism, and a
cooperative attitude.
- Ability
to be flexible to handle multiple priorities and to work limited overtime
as necessary.
- Well-developed
oral and written communication skills and interpersonal skills in order to
effectively instruct employees, and also effectively file reports to the
upper management of the organization.
- A
bachelor’s degree in supply chain management, Logistics, Business
Administration, or any field related to logistics management.
- At
least 3+ years of professional experience is also required.
- High
computer literacy, which involves being able to work with Microsoft
packages.
- Ability
to influence individuals and teams to achieve set or desired goals and
objectives.
- Good
people management, motivation, and negotiation skills.
- Good
planning and processing skills.
The
skills for success
Supply
Chain Management, Business Partnership, Collaboration, Partnership building,
Relationship management, Business acumen, Productivity management, Project
management, Improve business processes, Advanced analytics, Data analytics,
Customer service management, Manufacturing excellence.
What we
offer
With
inclusion at the heart of everything we do, working alongside our four global
Employee Resource Groups, we support our people at every step of their career
journey, helping them to succeed in their own individual way.