Assistant Executive – Customer Service

DEPARTMENT

Sales

POSITION TITLE

Assistant Executive – Customer Service

JOB GRADE

4

REPORTS TO

Executive - Customer Service

DIRECT REPORTEES

N/A

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 Customer Service Executive job aims for 100% customer satisfaction through 100 % order conversion ,constant engagement on phone calls, emails, SMS’s or WhatsApp; timely processing of all orders received, update on delivery plans while gathering market feedback and intelligence on competitor terms, offers and prices

Working Relations

Key Responsibilities

Key skills

Internal

· Stores & Logistics

· Accounts

· Credit Control

· Cashier

· Production

· IT

· Staff

· 

External

· Customer

· Order Conversion - Daily order processing & scheduling. Order generation on phone calls, emails, WhatsApp, processing on system, seeking release and actively coordinate with the Planning coordinator, Logistics and production Managers daily updating on order conversion status.

· Customer Communication - To regularly update the customers on pricing updates, trade offers, new products released among others. By phone calls, emails, WhatsApp and with the help from field team.

· Order conversion alignment - To align the internal team and stakeholders - customers, security, transporters on smooth conversion

· Engage for debt collections – To ensure the account is aligned for next order release.

· Sorting out Inquiries and quotations from customers via Email, Whatsapp and phone Conversation.

· System Clean Up - By cancelling invalid orders in the system, daily.

· Monitoring and analyzing category performance at all levels by doing Why Why Analysis and coming up with SMART Corrective Action Plans. The categories: TLC, STATIONERY, EXERCISE BOOKS & TRADED

· Product awareness - To educate customers about the products, benefits as well as advising them on the target markets and how to counter challenges coming along. By phone calls, emails, WhatsApp, SMS’s and with the help from field team

· Build long-term relationships with new and existing customers.

Other Sales Reports

· Send your ROI (Weekly Results, Objectives, and Issues) by every Saturday to your supervisor.

· Knowledge of operating activities in manufacturing industry.

· Excellent IT skills specifically MS Office

· Interpersonal and communication skills

· Analytical skills:  Ability to analyse sales performance metrics.

· Ability to develop innovative ideas and solutions

· Ability to multitask and deal with a range of incoming enquires

· Excellent salesmanship.

· Self-motivated with a ‘can do’ attitude and determination to ‘get under the skin of problems.

Extent of Authority

· Customer/Local Authority PR Dinners and Luncheons within my LOA

Experience

· 5 years’ experience in Paper Manufacturing Industry.

Personal attributes

· Good problem-solving skills

· Good analytical skills

· Able to work within tight deadlines & under pressure

· Good Culture-Fit

· High Integrity

· No Ego, no Attitude

Qualifications

· Degree in Business Management or equivalent.

· 

Name

Signature

Date

Employee

Supervisor

Next level/HOD