Senior Executive – Customer Service at Kartasi Products Limited

DEPARTMENT

Sales

POSITION TITLE

Senior Executive - Customer Service

JOB GRADE

6

REPORTS TO

 Manager - Sales

DIRECT REPORTEES

Assistant Executives - Customer Service (3)

BENEFITS

Medical:   Self       ☒                               Fuel Allowance                          ☐                                                                                                                                                

                  Family   ☒                              Overtime                                     ☐          

Company Provided Transport ☐

TOOLS OF TRADE

Laptop                   ☒                                   Monthly Airtime            ☒

Desktop                 ☐                                  Night Out Allowance     ☐                        

Company Phone  ☒                                  Company Car                  ☐

JOB PURPOSE

The role of a Senior Executive customer service in KPL exists to ensure that customer satisfaction is prioritized throughout the production and delivery process. The executive’s contribution lies in fostering strong relationships with clients, resolving issues promptly, and implementing strategies to improve customer experience, ultimately enhancing brand loyalty, reputation, and long-term profitability for the company.

Working Relations

Key Responsibilities

Key skills

Internal

· MD

· Staff

External

· Customers

· Transport Providers.

· Group companies.

Sales & Revenue Target attainment as per Strategy Plan by enabling individual Asst. CSE’s engage specific assigned customers for orders and payments and assigning targets to the Asst. CSEs and aligning on action plans to ensure customer engagement as per call plan.

100% Order Conversion

Actively coordinate with, Logistics and production daily updating on order conversion status for both Dom & Export and ensuring necessary activities and action plans are put in place to ensure accurate demand forecasting and loading schedule.

Develop a structured SOP to ensure all objectives of a sales call are met

To drive collections to align Debt portfolio 

To   aid in debt collections for account alignment to facilitate order release.

Timely Customer Communication.

Provide official updates to the customers on pricing updates, trade offers, new products released among others by phone calls, emails, WhatsApp, SMS’s and with the help from field team.

Regular Sales Forecasting

Collate the market demand by brand and sku and tabulate products required as per shared timelines and align with planning team on production and logistics execution

Customer & Transporter Account alignment

To assist Finance in resolution of payment issues & enable account alignment to allow timely payments.

Relationship Management

o Scheduled daily calls and quarterly visits to the customers for relationship building and business discussions.

o Timely customer complaints resolutions.

o Develop and update individualized relationship management toolbox (KYC- know your customer).

Execution of offers and promos

Drive communication & execution of offers to achieve the desired objective through clear offer articulation to the team and T20 customers

Market Intelligence

Carrying out comparative Pricing surveys, product specs including SKUs & NPDs, promotions, offers, conversion rate and route to markets.

NPDs post-launch execution

Align with production and logistics on product release schedule and dispatch to the customer and follow up on repeat orders.

People Management

· Develop and Implement Performance Management Systems for the team i.e., JDs, PP-KRA, ROI, ROPE, PDP, PIP and overall management on leave planning, disciplinary and promotion actions.

· Weekly Report on achievement of targets and identify any actions required among your team.

· Ensure company policies are adhered to.

· Motivate the team to operational success

· Great negotiation & relationship building skills

· Good communication and interpersonal skills

· Strong analytical skills

· Team management skills

· Proficient in Ms Office: Word, Excel, PowerPoint, Outlook

· Good customer service and Selling skills

Extent of Authority

o Budgetary responsibility:  N/A

o Company assets:

o 1 -Laptop

o 3 - Desktops

o 4 - Company phones.

Experience

· Over 5 years’ experience in a Customer Service at Supervisory level.

Personal attributes

· Able to work within tight deadlines & under pressure.

· Self – starter.

· Good Culture-Fit

· High Integrity

· No Ego, no Attitude

· Team player

· Customer – centric mindset.

Qualifications

· Degree in Business Management or equivalent

· Customer Service training added advantage