Sales Support and Customer Service Executive

By Live Lover -

JOB DESCRIPTION
Recruitment, Adept Systems, 2012.

 SUMMARY
Our client is a global company that specialises in the sea transportation of cargo to and from Africa, the Middle East and the Indian Subcontinents-operating in more than 130 companies. The position is based in Nairobi and reports to the Customer Service Manager.The company is geared towards providing personal, accessible shipping service that combines excellent customer service and local expertise with product and service competitiveness. They are looking for a self-driven, dedicated, ambitious and proactive Sales Support and Customer Service Executive to join their dynamic team.

 KEY RESPONSIBILITIES
 Promptly attend Customer enquiries regarding products and services.
 Take responsibility for the ‘customer experience’ from booking acceptance to delivery at destination.
 Take responsibility for the execution of shipment lifecycle process including cross functional coordination where necessary.
 Ensure timely mail queue attendance within 24hrs of receipt, and for urgent mails, as soon as is viable.
 Handle customer queries to ensure crisis resolution and customer satisfaction in an appro-priate manner and leveraging the exception as an opportunity to sell the organization’s busi-ness model.
 Act as focal point for all export off shored services and booking communications from the Global Service Centre (GSC), take all relevant steps to ensure that bookings are processed.
 Ensure cargo readiness & vessel reconciliation is performed on all vessels calling Kenyan ports.
 Driving value selling, and spearhead the telesales and E-commerce drives to customers.
 Be the key focal point for Trade and Marketing interaction for the Nairobi customer base, drive the cargo prioritization process to ensure maximized revenues and Access and experi-ence (A & E) delivery based on our segmentation model.
 Support the sales process and ensure consistent and timely attendance of Customer Service tasks as well as internal sales tasks.

 REQUIREMENTS
 A degree in business or social sciences, professional training on sales and customer service is an advantage.
 Minimum two (2) years in similar role in the service/hospitality industry; experience in logistics or supply chain industry is a distinct advantage.
 Knowledge of customer service or internal sales processes and tools that build customer satisfaction, issues resolution and secure additional volumes.
 Be customer-centric, attentive and engaging at all times, even under high pressure situations.
 Should be persistent and have a sense of urgency with ability to manage pressure.
 Good understanding of local customs and port procedures.
 Willingness to learn and share knowledge and be recipient of change.

 HOW TO APPLY:
Send your application including a cover letter indicating your desire to work with our client; a detailed CV highlighting relevant experience, details of current and expected salary, a day time phone contact, email address, and the names of three professional referees by close of business Thursday 25th October, 2012.

 Adept Systems
MANAGEMENT CONSULTANTS 
P O Box 6416, Nairobi, GPO 00100

 Email: recruit@adeptsystems.co.ke Web: www.adeptsys.biz Only short listed candidates will be contacted. Please note that we do not charge fees for receiving or processing job applications. Visit our website for more vacancies.

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