Main Job Purpose
The Assistant Customer Service Excellence Manager supports the end to end order management process from order receipt to cash collection and claims processing. He/she will drive collaboration, manage on time in full delivery of customer orders and ensure continuous engagement with key stakeholders for seamless customer service operations.
Job Summary
- Manage the Order Management processes from order collection to order delivery and return, aiming to provide the best possible service level towards our customers. In line with the standard operating procedures. This is between the local and regional teams.
- Maintain Standard Operating Procedures within the customer service department
- Support IT implementation for Customer Service modules, including ERP and any other systems. Participate in all necessary tests to make sure systems run according to core model processes.
- Develop key performance indicators i.e service level, cash and cost management
- Collect and follow up customer orders on SAP. Ensure a close follow up of daily order entering and guarantee strict order management accuracy.
- Work closely with Finance, Customer Development and Logistics departments to reduce order cycle times and improve fill rates while controlling the cost of serving customers.
- Work closely with Finance to ensure timely booking of claims. Most importantly to maintain a clear audit records related to department activities.
- Accounts receivables and claims management by engaging customer development team to prompt customers to settle debt statements.
- Maintain a weekly shipment outlook and lead weekly/ monthly meetings with all stakeholders to review order status, priorities and challenges.
- Customer service performance management reporting and including management reviews
- Build customer service team capability through trainings and on the job coaching
- Continuous improvement mentality
Key Requirements
- University degree completed in relevant field
- Minimum of 3 years FMCG experience in Supply chain
- Excellent order management process
- Excellent working and analytical Knowledge of SAP and Excel
- Demonstrated people management skills with ability to coach and develop future leaders
- Strong analytical and numerical skills
- Strong interpersonal, presentation and problem-solving skills
- Resilient, passion and ability to work under pressure to deliver results
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The post Assistant Customer Service Excellence Manager at Unilever is republished from Jobs – Jobs in Kenya – http://jobwebkenya.com/
