Company : Kerry

Pays-ville : Nairobi, Kenya

Lecture estimée à : 4 minutes

The Customer Care Specialist acts as the key contact between the customer and the company and will be always responsive to customer's requirements, (both internal and external). The specialist must demonstrate the ability to resolve customer queries quickly and will direct their efforts to maximise the customer experience. This individual will be required to perform at a high level by demonstrating excellent service performance and account management. Manage customer requests efficiently and direct their efforts to maximise the customer experience.

Key responsibilities
• Maintaining professional, timely and effective communication with all parties.
• Responsible for all aspects of account management, administration, account queries sales support / business development
• Interaction with other functions, collaborate with staff from other functions to identify and resolve issues. Gather information and drive improvements.
• Manage the order process in line with account company procedures by proposing improvements where necessary.
• Ensure service issues do not arise by clarifying customer requests. Managing expectations, by determining the cause, seeking solutions, and escalating appropriately
• Develop and maintain excellent relationships with customers and provide support to relevant Account Directors and Sales Managers
• Applies up-to-date knowledge of client’s business, relevant products, the market, processes and suppliers.
• Contribution to review and improvement of processes. Assists in analysis of new process or policies; recommend and suggest process or design modifications.
• Develop strong relationships with commercial and supply chain teams.
• Represent Customer Care in cross functional meetings and projects.
• Undertake customer visits, presentations, and face to face meetings.
• Support sales by reporting on account activity and forecasting
• Remain fully flexible to meet business requirements and demands.
• Develop and Maintain country specific document controls & regular updating of master data information.
• Strong Commercial Mindset & Professional Accumen.
• End-to-End order to invoice activities including, but not limited to:
• Quoting, Pro-forma Generation.
• Sales Order Capturing, maintenance & conversion.
• Weekly Open Order Reports with alignment between commercial and customer care.
• Full understanding country specific Import/Export requirements and working knowledge of internal and customer supply chains.
• Strict adherence to agreed regional KPI's.
• Comply with all company safety policies and procedures, report any hazards and unsafe conditions immediately and actively participate in safety training programs.

Qualifications And Skills
• Bachelor's degree in business administration or related field.
• 3-5 years of related experience in a customer focused environment, preferably in a customer care, supply chain, account management or sales support role within a B2B or B2C environment.
• Strong command of finance/accounting practices.
• A strong command of English & French is Mandatory (Read, Write & Speak).
• Proficiencies in SAP, Salesforce & MS Office systems will be highly considered.

Personal Attributes
• Adaptability: Maintaining effectiveness when experiencing major changes in work responsibilities or environment; adjusting effectively to work with in new work structures, processes, requirements or cultures
• Applied Learning: Assimilating and applying new job related information in a timely manner.
• Building Trust: Interacting with others in a way that gives them confidence in ones intentions and those of the organisation
• Communication: Clearly conveying information and ideas through a variety of media to individuals or groups in a manner that engages the audience and helps them understand and retain the message
• Managing work/time management: Effectively managing ones time and resources to ensure work is completed efficiently
• Technical/Professional Knowledge: Having achieved a satisfactory level of technical and professional skill or knowledge in position relation areas; keeping up with current development and trends in area of expertise.
• Tenacity: Staying with a position or plan of action until the desired objective is obtained or is no long reasonably attainable.
• Challenging Work: Working on difficult or demanding tasks requiring substantial effort and commitment.
• Continuous Learning: Increasing knowledge and skill when circumstances call for additional learning.
• Details: Working on tasks requiring great attention to detail, ability to multi task.
• Responsibility/Accountability: Receiving responsibility/accountability for completing tasks that might place heavy demands on one’s time and involvement.
• Task Variety: Working on several different tasks or projects.
• Flexible with a ‘can do’ attitude: Having the ability to work well on your own and as part of a team to meet and overcome challenges.
• Excellent Team Player: Excellent communication, collaboration and interpersonal skills with stakeholders on all levels.
• Change Management: The ability to integrate and work effectively with others in a changing environment.
• High level of attention to detail: and strong organisational, analytical, problem solving and administrative skills
• Career Success: A strong desire for continuous learning and a desire to grow professionally.