- Duties & Responsibilities
- Preferred & backup agents for Top Customers in East Africa.
- Be the single point of contact for all customers
- Monitoring of backorder reports, and working with Supply Chain to ensure customer CLO is achieved
- Drive uptake and adoption of digitization objectives with Internal & External customers.
- Support the sales manager, channel manager and sales team and customers on the online self-service tools, to improve our digital adoption and reduce our self-service cases.
- Make sure that service levels are achieved on cases and calls per day.
- Provide customers with accurate information with regards to orders and information on the system.
- To make recommendations on available alternative products
- Record and analyze customer queries and requirements.
- Receive Inbound telephonic customer calls
- Ensure customer orders and return material authorizations are processed on time, accurately and within set parameters
- Provide quotations on Schneider Electric products
- Provide generalist and technical support both internally and externally
- Establish and maintain contacts within the Distribution center to ensure service requirements are met
- Be the interface between front office and Channel Sales Team
- Responsible for creating and sending out accurate invoices
- Check all order details to ensure 100% correctness of order capturing as per the order verification process.
- Ensure any discrepancies are followed up with sales or customer.
- Ensure all orders are correctly routed and the specials requests for delivery or collection are actioned as per the distribution center procedures
- Forward credit held orders to finance department and sales account managers, ensuring where possible orders are released before the delivery run
Qualifications
Minimum Qualification & Requirements
- Ability to read, write and speak fluently in English
- MS Office
- SAP working experience is mandatory
- BFO knowledge
- Bachelors Degree or Post-Secondary Certificate in Business Administration or Customer Services or finance or Accounting with 1-2 years of work experience
- Key Competencies
- Communication
- Customer Satisfaction
- Team Player
- Ability to work in pressurized environment
- Good communication skills
- Goal Orientated
- Excellent problem-solving abilities
- Time management skills
Req: 008PQZ
