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Customer Service Team Leader at

4 months ago

Nairobi, Nairobi Area, Kenya BIC Full time
BIC products provide easy answers for everyday needs.

In creating its first product, the BIC Cristal ballpoint pen, BIC chose to go straight to what's essential:

create something for everyone to use that is simple, yet reliable, and provides a solution for something that we all do.


Main Responsibilities:
External stakeholders

Act as main link between the company and the customers.
Ensure an effective communication and mutual understanding.
Focus on understanding our customer's needs and regularly updating customers where there is a need.

Communicating any pricing updates with customers on time and ensuring the update is reflected on JDE for all customers.

Manage customer escalation and claims issues effectively and resolution within a week.
Ensure an effective response to customer requests, problems, and special needs.
Ensuring that all issued local and export documentation including Proforma invoices and Invoices is accurate.

Internal stakeholders

Working with the Sales team to address any issues they may have regarding their orders.

Implement specific payment terms together with the Finance team on JDE for each customer; align all necessary documentation to the specific payment methods and align the system to reflect these payment terms.

Partnering with Finance to ensure orders are serviced as per customer credit status. Most importantly to maintain a clear audit record related to department activities.
Creating and maintaining customer accounts in the system as per Sales' request and approval from the Finance team.

Liaise with the Supply and Co-packing planner to support on the orders that can be serviced based on stock availability.

Support the commercial strategy and ensure the same is cascaded to the Customer Service team.
Liaise with Logistics and Transportation departments to reduce order cycle times and improve fill rates while controlling the cost of serving customers

Order processing

Ensuring that orders received from Customers are received on email and are legible
Ensuring that orders are entered are accurate and as per customer requests and that all lines that require cancelling are cancelled with the correct reason code
Coordinate with the Warehouse team to ensure orders are loaded and dispatched within timelines requested by customer
Liaising with Supply and Co-packing planner to confirm what orders can be serviced based on stock availability

Ensure a close follow up of daily order entering and guarantee strict order entry accuracy, review orders entered to ensure this.

Overseeing order tracking to ensure orders are processed for delivery on time and as per customer requests.
Monitor the process from order receipt to delivery, ensuring any credit notes are done on time.

People

Plan and manage activities of the customer service and team to meet the needs of customers and support areas of operations.

Motivate the Customer Service team to ensure they execute their roles diligently and as per the BIC values.
Lead weekly meetings with the Customer Service team to review tasks and ensure completion of tasks on time.
Address issues the team may have and advise on any areas that we require improvement.
Manage the Customer Service team's development areas.

Reporting

Attend weekly meetings with line manager to review Customer Service-related topics.
Daily update the business on OIS (off invoice sales) number and explain changes.

Maintain a weekly shipment outlook to review order status, priorities, and challenges and highlight any issues that may affect the OIS (off invoice sales) number.

Share weekly reports with the Sales team with an update on open orders and their credit status.

Educational and Professional Experience

University degree completed in relevant field.
Minimum experience of 3 years' experience in Customer Service.
Business oriented mindset.
Strong organization and time management skills.
Efficient and can prioritize workload.
Process oriented, solution driven and a continuous improvement mindset.
Be able to perform in a Lean organization.
People Management skills.