Reporting to: COO

Industry: Retail & Manufacturing

Location: Nairobi

Gross Salary: KES. 70,000 – 80,000

 Job Purpose:  Responsible for the day-to-day management of the Customer Services Department. Providing leadership and direction to the Customer Services Supervisors and their teams to ensure that an excellent standard of service is provided and maintained.

Our client is an established manufacturer with a chain of retail outlets spread across Kenya.

Key Responsibilities

• Ensure the full implementation of the Customer Services strategy across the business.
• Ensure that the Customer Services function operates effectively and that the functions’ activities are aligned to departmental and Company objectives.
• Ensure the accurate processing of customer quotations, orders and order confirmations within agreed timescales.
• Ensure that all customer enquiries are satisfactorily managed, resolved and closed within agreed timescales.
• Ensure that the Customer Services function is adequately staffed and trained to deliver an efficient service to internal and external customers.
• Represent the Customer Services function as an active member of the Senior Management Team.
• Actively promote and manage the process of continuous improvement in Customer Services standards within Call Enquiries and Order Processing.
• Create and sustain a positive team environment displaying high levels of motivation and excellent team spirit.
• Participate and contribute to relevant management meetings.
• Promote effective communication throughout all levels of the Customer Services function.
• Manage all trouble shooting activities from the team.
• Liaise with the production, warehouse, sales and logistics teams to ensure clients orders are delivered on time.

 Qualifications

• Degree in Sales/ Marketing/Customer Service or related field.
• Minimum of 5years’recent and proven experience within a busy commercial customer service environment, of which 3 years should be at senior customer relations management level Customer & employee relations management
• Demonstrable experience of successful change management and/or application of continuous/business improvement technique.
• Experience gained within a manufacturing or wholesale environment
• Experience in a quick response, highly fluctuating, customer driven industry
• Previous experience setting and monitoring performance targets/KPIs
• Resource planning & control
• Excellent people management, leadership, coaching and motivation skills
• Excellent customer awareness & focus
• Excellent communication and interpersonal skills
• Excellent planning, organizing and prioritizing skills
• Excellent decision making / problem solving capabilities
• Demands high standards of accuracy and attention to detail

Salary range: Ksh 60,000 – 80,000

Purpose of the role

To support effective and efficient operations through tight inventory control. The position holder will be dealing with risks to inventory.

Key areas of responsibility

• Key Responsibilities
• Plan, organize, supervise and participate in daily warehouse operations and activities, including receipt, documentation, storage, safety and maintenance of inventory for both active stock.
• Set goals for performance and deadlines in ways that align with the company's plans and vision and communicate them to direct reports.
• Organize daily workflow and ensure that employees understand their duties or delegated tasks.
• Prepare and submit daily performance reports
• Assist management in establishing warehouse standards and procedures, advise and manage budget-related needs.
• Regular coordination and collaboration with key stakeholders on warehouse operations
• Take full autonomy of the warehouse inventory management, repository reconciliation, monitor employee productivity and evaluate the performance of assigned warehouse employees, and assign daily workloads to warehouse workers.
• Monitor and oversee QA/QC processes, packing, order preparation, dispatch, and monitor deliveries.
• Prepare and maintain relevant warehouse records, and prepare and submit reports as required to maintain inventory of items in the warehouse.
• Observe health and safety regulations, and maintain the warehouse in a clean, safe and orderly condition.
• Perform other duties as assigned by the line manager.

Does this sound Like You?

• Proven past experience as supervisor or equivalent with demonstrated strong supervisory and leadership skills.
• Familiarity with warehouse operations policies and legal guidelines
• Excellent communication (verbal & oral) and interpersonal skills
• Good working knowledge of MS Office
• Diploma / degree in first line warehouse management or relevant discipline
• Ability to anticipate and solve problems.
• Excellent organizational skills, and attention to detail.
• Ability to meet deadlines.
• Proficient with data entry and inventory software and systems.
• Clear understanding of warehousing and stock control methods and procedures.
• Familiar with methods of receiving, inspecting and issuing materials and clear with reverse logistics.
• Good understanding of issuing, store and return of warehouse stock and supplies policies/procedures.

MINIMUM REQUIREMENTS:

• Bachelor’s Degree in Business/Supply chain related degree.
• A minimum of 5 years’ experience in a similar capacity preferable in manufacturing company.
• Relevant, demonstrable experience in a similar role.
• Knowledge and experience of warehousing in FMCG/manufacturing industry.

Overall Purpose of the Role:

• Assist in Leading the site Maintenance function in providing both a reactive and proactive, multi-skilled maintenance service on all operational equipment and facilities infrastructure.
•  Responsible for assisting in planned scheduling creation and overseeing the adherence and timely completion of work carried out. Increase the site operational effectiveness, improve on project delivery, mean time between failure and downtime reduction, and manage and implement improvement plans, driving Key Performance Indicators (KPI’s) ensuring that Health, Safety and Environmental requirements are adhered to.
• Assist to Manage the team on technical best practice and establish standard policies and procedures whilst also mentoring and leading the department. Implement and manage continuous improvement and modern manufacturing principals by highlighting deficiencies and recommending changes in training, working practices and processes.

Key Responsibilities:

• Assist to develop, plan, integrate, and implement maintenance work as well as major modifications to the plant.
• Plan, manage, and coordinate all maintenance operations and monitor maintenance activities to ensure objectives specified for projects are accomplished in accordance with prescribed priorities, schedules, and funding conditions.
• Communicate and account for the preventive maintenance program to ensure safe, consistent, and efficient operations.
• Ensure that the function operates in accordance with any health, safety and environmental policies and procedures to ensure the safety and wellbeing of staff and visitors.
• Direct and provide oversight on maintenance and monitor all functions that operate and produce.
• Plan, organize and coordinate all maintenance activities with the Maintenance Team Leaders and Plant Manager by adapting and modifying standard techniques, procedures, and criteria.
• Improve equipment efficiency, capacity, preventive maintenance, and repair on all plant equipment.
• Any other tasks assigned by the Plant Manager.

Key Qualifications.

• Minimum qualification Bachelor’s degree in Electrical/Mechanical Engineering is a MUST.
• More than five years’ experience in an engineering role from a manufacturing industry or factory experience is a MUST
• Experience in maintenance and supervision of staff.
• Good leadership and ability to mentor team members.
• Exceptional technical, problem-solving skills and reasoning ability
• Excellent oral and written communication skills.
• Must be self-motivated and a great team player.