Customer Service Team Leader Job at BIC in Nairobi, Kenya

About the job

For over 75 years, BIC has been creating ingeniously simple and joyful products that are a part of every heart and home.

As a member of our team, you’ll be a part of reigniting a beloved brand as we continue to reimagine everyday essentials in new, sustainable and responsible ways.

Our “roll up your sleeves and get the job done” approach to work creates an environment where self-starters, problem solvers and innovative thinkers thrive. BIC team members are empowered to take ownership of their careers and bring their unique perspectives to the table to make a meaningful impact on our mission.

It’s a colorful world – make your mark by joining the BIC team today.

Job Description

Main Responsibilities:

External stakeholders

 

• Act as main link between the company and the customers.
• Ensure an effective communication and mutual understanding.
• Focus on understanding our customer’s needs and regularly updating customers where there is a need.
• Communicating any pricing updates with customers on time and ensuring the update is reflected on JDE for all customers.
• Manage customer escalation and claims issues effectively and resolution within a week.
• Ensure an effective response to customer requests, problems, and special needs.
• Ensuring that all issued local and export documentation including Proforma invoices and Invoices is accurate.

Internal stakeholders

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• Working with the Sales team to address any issues they may have regarding their orders.
• Implement specific payment terms together with the Finance team on JDE for each customer; align all necessary documentation to the specific payment methods and align the system to reflect these payment terms.
• Partnering with Finance to ensure orders are serviced as per customer credit status. Most importantly to maintain a clear audit record related to department activities.
• Creating and maintaining customer accounts in the system as per Sales’ request and approval from the Finance team.
• Liaise with the Supply and Co-packing planner to support on the orders that can be serviced based on stock availability.
• Support the commercial strategy and ensure the same is cascaded to the Customer Service team.
• Liaise with Logistics and Transportation departments to reduce order cycle times and improve fill rates while controlling the cost of serving customers

Order processing

 

• Ensuring that orders received from Customers are received on email and are legible
• Ensuring that orders are entered are accurate and as per customer requests and that all lines that require cancelling are cancelled with the correct reason code
• Coordinate with the Warehouse team to ensure orders are loaded and dispatched within timelines requested by customer
• Liaising with Supply and Co-packing planner to confirm what orders can be serviced based on stock availability
• Ensure a close follow up of daily order entering and guarantee strict order entry accuracy, review orders entered to ensure this.
• Overseeing order tracking to ensure orders are processed for delivery on time and as per customer requests.
• Monitor the process from order receipt to delivery, ensuring any credit notes are done on time.

People

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• Plan and manage activities of the customer service and team to meet the needs of customers and support areas of operations.
• Motivate the Customer Service team to ensure they execute their roles diligently and as per the BIC values.
• Lead weekly meetings with the Customer Service team to review tasks and ensure completion of tasks on time.
• Address issues the team may have and advise on any areas that we require improvement.
• Manage the Customer Service team’s development areas.

Reporting

 

• Attend weekly meetings with line manager to review Customer Service-related topics.
• Daily update the business on OIS (off invoice sales) number and explain changes.
• Maintain a weekly shipment outlook to review order status, priorities, and challenges and highlight any issues that may affect the OIS (off invoice sales) number.
• Share weekly reports with the Sales team with an update on open orders and their credit status.

Educational And Professional Experience

 

• University degree completed in relevant field.
• Minimum experience of 3 years’ experience in Customer Service.
• Business oriented mindset.
• Strong organization and time management skills.
• Efficient and can prioritize workload.
• Process oriented, solution driven and a continuous improvement mindset.
• Be able to perform in a Lean organization.
• People Management skills.

BIC is an Equal Opportunity Employer. We strongly commit to hiring people with different backgrounds and experiences to help us build better products, make better decisions, and better serve our customers. We do not discriminate based upon race, religion, color, national origin, gender, sexual orientation, veteran status, disability status, or similar characteristics. All employment is decided based on qualifications, merit, and business need.

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BIC is not seeking assistance or accepting unsolicited resumes from search firms for this employment opportunity. Regardless of past practice, all resumes submitted by search firms to any team member at BIC via email, or directly to a BIC team member in any form without a valid written search agreement in place for that position will be deemed the sole property of BIC, and no fee will be paid in the event the candidate is hired by BIC as a result of the referral or through other means.