Senior Executive – Customer Service Job Kartasi

Senior Executive – Customer Service Job

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.

Responsibilities

Sales & Revenue Target attainment as per the 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

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

Timely customer complaints resolutions.

• 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

Key Skills

• 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

Budgetary responsibility: N/A

Company assets:

• 1 -Laptop
• 3 – Desktops
• 4 – Company phones.

Experience

• Over 5 years’ experience in Customer Service at a 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

How to Apply

Click here to apply