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Customer Service Executive at

4 months ago

Nairobi, Nairobi Area, Kenya Reckitt Benckiser Full time

At RB, our vision is a world where people are healthier and live better, so we're always looking for the next breakthrough that can make a difference.

You might not recognize our name, but you will be familiar with our brands - Scholl, Nurofen, Strepsils, Durex, Gaviscon, Dettol, Lysol, Finish, Vanish.

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.