Customer Service Executive - Ngong Veg Limited-Kiserian, Kajiado

Reporting To: Packhouse & Commercial Manager

Department: Commercial

Farm/Station: Ngong Veg Limited-Kiserian

POSITION SUMMARY & PRIMARY OBJECTIVE

The incumbent’s role will be to assist in attending to customers’ complaints, product placing, offers, specifications, and account management.

ROLES AND RESPONSIBILITIES

• Maintaining solid customer relationships by handling questions and concerns with speed and professionalism.
• Resolving customer complaints, managing database records, and drafting status reports on customer service issues.
• Communicating with clients to understand their needs - emails, WhatsApp and calls
• Collect and analyze data to learn more about customer behavior.
• Improve the overall customer experience. 
• Identifying industry trends.
• Send daily and weekly order confirmations to customers.
• Offer any extra volumes available to all clients.
• Send availability to customers each week.
• Ensure Ops Specs are kept up to date.
• Develop local sales - making sure we offer excess regularly.
• Leading and training other members of the sales team.
• Communicate the progress of monthly/quarterly initiatives to internal and external stakeholders
• Develop new business with existing clients and/or identify areas of improvement to exceed sales
• Data entry and research as required to troubleshoot customer problems.

QUALIFICATIONS / EXPERIENCE / KNOWLEDGE

The following qualifications, knowledge, and experience are required of an employee in this role.

• A Diploma holder or bachelor’s degree holder in either or related disciplines; Sales & Marketing, Social Science, Business Management, or Administration 
• At least 4 years related progressive experience in a similar role in horticulture setup 
• Experience in planning and implementing sales strategies.
• Experience in customer relationship management.
• Excellent written and verbal communication skills.
• Dedication to providing great customer service.
• Excellent analytical, planning, management, and reporting skills.
• Excellent knowledge of computers.

Desired

• Team player with excellent, proven interpersonal, verbal, and written communications skills.
• Effective problem-solving and negotiation skills.
• Excellent analytical, planning, management, and reporting skills.
• Ability to work under pressure to meet deadlines and handle challenges