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Client Service Executive
1 week ago
Nairobi Full Time SAVE

Job Description

Applications are invited from qualified persons for the above vacant position.


Job Details

Main Purpose of Job

  • Ensures delivery of excellent customer service through accurate and fast processing of shipments / sales orders / procedures. Communicates and coordinates with other departments and partners in order to fulfill customers’ needs.
  • First point of customer contact for general inquiries, like product availability, shipment updates, pricing, shipment scheduling etc.
  • Builds and maintains business relationship with clients and suppliers by providing prompt and accurate service, so as to promote customers’ loyalty and suppliers’ goals achievement.

Key Responsibilities

  • Liaise directly with clients as well as suppliers.
  • Respond to customer enquiries and provide turnaround within one hour
  • Process shipments/sales and invoice in accordance with established department manual, procedures and standards
  • Open and Maintain file per shipment, attaching or indicating all history, remarks, rates, relevant information.
  • Receive purchase invoices and ensure they are correct and present to appropriate department for processing.
  • Ensure that all customers’ queries are well investigated and resolved, and escalate queries if appropriate to supervisor.
  • Ensure each shipment generates the maximum contribution to the company by keeping constant focus on meeting the required service level at the lowest possible cost.
  • Constantly review working processes with carriers and transport companies to ensure best practice, but also that fees charged are in line with competitors.
  • Assist the sales team with quotations and client/product knowledge.
  • Receive orders via phone, e-mail, and fax, and enter orders into the system.
  • Coordinate shipments with carriers and arrange equipment delivery/loading/unloading, scheduling and requirements.
  • Communicate with customers on shipping schedule, pricing, product availability, product/shipping documentation, sample request and loading requirements, and order confirmation.
  • Forecast, gather, input and coordinate inventory activity data to accurately reflect shipment movement.
  • Compile 3rd party invoices per file billing/posting purposes.
  • Track and trace cargo movements to ensure availability, estimate loading dates and transit times, schedule future orders.
  • Coordinate all delivery schedule and liaise with other departments for the delivery schedule.
  • Send Projections as and when requested.
  • Ensure customers are given timely and accurate information concerning shipment, minimum update requirements – daily
  • Handle Cargo documentation and ensure accuracy and correctness of all shipping documentation.
  • Arrange shipment to customer based on customers’ requirement
  • Ensure on-time delivery of customer’s orders
  • Assist in providing administrative support to department

Minimum Academic Requirement and Experience

  • Diploma in customer service or related course
  • DGR Category 6
  • KRATI Certificate
  • Over 2-years’ experience in customer service

Skills & Competencies

  • Excellent interpersonal
  • Excellent communication skills
  • Information management skills

Email your application to apply@hrmconnection.com

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