Customer Service Executive at Reckitt Benckiser

  • Full Time
  • Nairobi

Reckitt Benckiser

About The Role

  • Maintains the highest standards of customer service by immediately attending to and resolving customer issues.
  • Ensuring that all customers receive their deliveries on time and in full, that any potential failure is reported to the customer before they report it to us.
  • Order tracking against monthly set targets.
  • Communication with customers and sales team on order status and dispatch dates.
  • Develops and implements business process initiatives to optimize departmental operations in accordance with overall business objectives.
  • Developing standard operating procedures (SOPs) for Customer service, logistics management, and order fulfilment to meet operational goals.
  • Overseeing daily order fulfilment activities, including order processing, picking, packing, and shipping preparation.
  • Track inventory levels to prevent stock-outs and/or deadstock.
  • Maintaining positive and mutually beneficial relationships with DBs and sales team.
  • Providing data-backed and actionable updates to senior management to improve order fulfillment SLAs and vendor performance.

Your Responsibilities

  • Experience of managing the fulfillment operation, customer service and order fulfillment
  • Experience in handling customer complaints over the phone and written formats.
  • Proven track record of analytical, interpersonal, leadership, and project management skills
  • Prior experience and familiarity with warehouse operations, Experience of managing 3rd party fulfillment & delivery partners.
  • Experience of driving operational KPIs and targets
  • A strong customer-oriented focus
  • Experience of working cross-functionally with other departments by building relationships to achieve shared goals.
  • Experience of introducing and/or improving new processes within a growing business
  • Innovative – You can “think outside the box” and are always looking for the next opportunity.
  • Fun – You have a positive outlook and can contribute to a culture of having fun and enjoying the work we do.

The Experience We’re Looking For

  • Strong Verbal, interpersonal and written communication skills.
  • Advanced skillset in Excel analytics, and PowerPoint.
  • JDE experience in order processing & WMS competency
  • Team player with the ability to work in a fast-paced environment.
  • Able to drive continuous improvement at all organizational levels.
  • Ability to effectively communicate at all levels with internal & external stakeholders and suppliers.
  • Superior interpersonal skills including courtesy, professionalism, and a cooperative attitude.
  • Ability to be flexible to handle multiple priorities and to work limited overtime as necessary.
  • Well-developed oral and written communication skills and interpersonal skills in order to effectively instruct employees, and also effectively file reports to the upper management of the organization.
  • A bachelor’s degree in supply chain management, Logistics, Business Administration, or any field related to logistics management.
  • At least 3+ years of professional experience is also required.
  • High computer literacy, which involves being able to work with Microsoft packages.
  • Ability to influence individuals and teams to achieve set or desired goals and objectives.
  • Good people management, motivation, and negotiation skills.
  • Good planning and processing skills.

The Skills For Success

  • Supply Chain Management, Business Partnership, Collaboration, Partnership building, Relationship Management, Business acumen, Productivity management, Project management, Improved business processes, Advanced analytics, Data analytics, Customer service management, and Manufacturing excellence.

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