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NAFASI ZA KAZI Serengeti Breweries Limited (SBL)

ROLE PROFILE
Job Title: Customer Service Executive
Level: 6B
Reports To: Head of Sales Operations and Distribution

Leadership Responsibilities: Be able to create, encourage and maintain good communications and supportive environment to every team member within the team.

Purpose of Role: To provide comprehensive administrative duties to the Sales Director and the Sales team to enable them maximize their effectiveness and output..

Accountabilities

Responsible for managing the Customers service end to end process country wide covering
Calling Ads in all regions to receive their concerns
Maintaining a proper record of all positive and negative concerns and complaints raised
Ensuring every concern is closed by the person responsible by following up end to end
Liasing and Connecting thoroughly with field staff/other support departments such as Supply, Finance, etc to understand the issue/concerns raised and how and when the matter will be closed
Giving back feedback to the AD on resolution of his concern

Responsible for resolving all customer order processing issues with Local Finance and Nairobi to ensure their orders are cleared on time
Responsible to follow up on all issues and disputes relating to customer account balances with SBL finance
Responsible for being a central contact for all our Customers
Responsible for supporting the entire field staff on all matters relating to their Concur a/cs, HR matters and other administration issues. To act as a key Liason between the field staff and Support function at HQ ie Finance and HR
Responsible for managing all Special projects/initiatives eg NCP, Promos, etc between SBL and Partners to ensure Ads are receiving all the information and free issues and other commitments properly as communicated to them by SBL
Champion for record keeping within the commercial team
Responsible for all Special events within the commercial team
Capture all customer issues, maintain a tracker, ensure regular update to all responsible parties, update Sales director, sales operations, Distribution Manager and Capability any pending issues that require immediate resolutions. Update the issue tracker and circulate to all stakeholders’ party.
Review and follow up on the overheads budget for each RCM/Region and commercial department and highlight all over spends with the budget owner and ensure controls to manage costs are exercised
Responsible for facilitating resources required for all meetings in the commercial department and ensuring all minutes, reports and pre-reads for such meetings are circulated beforehand
Responsible for providing Logistics support for the entire commercial team members for special events, meetings, hotel bookings, flights, transport, etc
Responsible for administration support to the commercial team including preparing and managing all communications letters within the department, to distributors, to sales team, etc, and managing stationeries and other office equipment
Responsible for receiving all communications addressed to the commercial team
Responsible for supporting all Distributor managers across the region on distributor related issues and reporting

Qualifications and Experience Required: Qualifications
Diploma in Secretarial Studies and/or Business Administration.

Experience
A minimum of 1 -3 years relevant working experience as a Secretary/ PA/Customer Service
Computer literate on latest computer applications
Good oral and written communication skills.

Professional skills
Advanced knowledge of office systems software
Excellent typing skills
Basic planning, accounting and management knowledge
Good writing skills
Excellent oral expression
Analytical skills
Kiswahili as native language and advanced level of Verbal and written English is a must

APPLICATION INSTRUCTIONS:
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