Customer Service Representative

Haco Industries (Kenya) Limited is one of the region’s leading FMCG manufacturers, supplying a wide range of products to the entire East African and COMESA Markets. We are well known as an indigenous Kenyan company that manufactures quality personal and home care brands that include MIADI, AMARA, SO-SOFT, SPARKLE, ACE, HACO pegs and HACO rulers. We are also the only licensed distributor of Palmers in Kenya. Our desire is to be able to add value to the everyday life of our customer across Africa.

The primary purpose of the job is:

Reporting to the Director – Marketing and Customer Service, the position holder will work with clients who have complaints, orders, or require information about products/services purchased from the organization. The role holder will uncover customer queries and challenges and deliver experiential service that will drive business growth.

Duties and Responsibilities.

• Communicate to distributors and key accounts on all offers and pricelists to the trade.
• Consolidate weekly and monthly feedback on offers and promotions from the sales representatives and partners across all brands.
• Ensure all claims are lodged and compensation done within five working days.
• Outbound calls and messages to hairdressers on the database to pilot the call center model and share a report every month.
• Ensure that customer performance is shared through the sales analyst three times every month.
• Follow through with finance to ensure that statements are forwarded to Key Accounts, Kenyan and Export Distributors on the last day of every month.
• Ensure that the SLA timelines are achieved for every order. In case any customer SLA timelines are not achieved, give reasons why this happened and how you plan to avoid this in their next order(s)/ for every account.
• Tracking and sharing of the report to be done daily by use of the tracker in place and maintain an accurate database.
• Confirm and share accurate PFI’s to all Institutions prior to any order processing.
• Ensure all export customers share the duly stamped and processed export documents upon shipment completion, and the same need to be filed for tracking purposes.
• Upload any new contact, physical address, and e-mail details every month.
• Have target call outs (based on a structured format) to obtain monthly customer feedback
• Ensure all customer touch points especially for external customers are attended to daily and reports shared weekly. This includes social media pages, email boxes, letters, walk-ins, etc.

The Person.

• Bachelor’s degree in Business Administration and or Marketing.
• Minimum of 2-3 years work experience in a busy FMCG sector.
• Experience working with ERP systems. Experience in SAGE X3 will be an added advantage.
• Excellent communication and interpersonal skills (Proficient in English and Kiswahili languages).
• Understanding of Sales and Marketing fundamentals.
• Integrity and positive attitude.
• A self-starter who proactively initiates and/or runs with customer value-adding initiatives.
• Coordinating & organizing ability.
• Active listening and attention to detail