Customer Account & Order Management Specialist

Role purpose

•  Execution of the best-in-class service through effective interactions with customers to ensure customers’ business needs are fulfilled and sales targets are met in partnership with the Commercial organization
•  Implement outstanding customer service strategies aimed at enhancing customer experience and drive business.

Key responsibilities and tasks

•  Orchestrate the service relationship, acting as primary contact for customers in executing end to end sales order process
•  Liaise with pricing teams for price/discount checks and execute daily invoicing and billing
•  Provide overall business update and customer account info (sales status, order bank, delivery timelines)
•  Analyze account history, understand the region’s supply needs, help make decisions to optimize orders and product deliveries
•  Monitor customer prioritization, delivery forecast targets and support product allocation management
•  Participate in Sales & Operations Execution and Sales & Operations planning
•  Identify and implement improvements in operational efficiency and customer experience
•  Drive communication flows with customers to obtain feedback on service level and capture ideas for continuous improvement
•  Seek customer feedback to track satisfaction level and identify solutions to improve experience
•  Manage customer complaints, resolution, documentation, and communication
•  Update customer account information and master data system update
•  Deploy training sessions and influence customers to adopt new processes, tools and systems
•  Provide function specific peer-to-peer training and onboarding of new colleagues.

Experience, Skills and Qualifications

•  Degree in Customer Service / Supply Chain Management / Logistics / Business Studies or related field
•  Excellent verbal and written communication skills (English & Swahili)
•  Computer literacy
•  Knowledge of IT systems: SAP, Salesforce
•  Knowledge of ISO 9001:2015 quality management standard and procedures
•  Good analytical skills, strong planning capabilities, and strategic thinking.
•  Business key competencies: customer focus, strategic mindset, results orientation, collaboration, agility, complaint management and decision making
•  Strong customer orientation with a good sense of relationship management and building trust
•  3-5 years operational experience in Customer Service, Commercial, Logistics or Administration