Customer Service Representative

Kenya Wine Agencies Limited (KWAL) is the leading manufacturer and distributor of wines and spirits in Kenya , Eastern and Central Africa region.

Customer Service Representative

Job Purpose

This position is responsible for providing excellent customer service by receiving, registering, addressing customer inquiries, resolving issues, to deliver timely and high-quality solutions to the customers and ensuring customer satisfaction. This role involves receiving, pre validate and processing customer orders, handling and processing of omni channel order management (e.g. EDI, B2B, VMI, phone), customer relationship management, cross functional collaboration with Sales, Planning and Logistics.

Main Responsibilities

Order Generation and Management

• Monitor and lead the execution of order processing from order intake to delivery creation:

• Order intake: Handling and processing of (omni-) channel order management (e.g. EDI, B2B, VMI, phone). Receive the order via mail and fill it in the sage system to generate an order document. Key in customer orders in an accurate and timely manner.

• Order Validation: Logistics Trade Terms Compliance, alignment with credit control. Liaise with the Credit Controller to confirm the credit status of customers for all credit sales

• Order confirmation and delivery creation: Alignment with Logistics Team for out-of-stocks and peaks preparation. Ensure all the customers’ orders are fully processed, dispatched and delivered. Ensure delivery turnaround time of 24 hours for customer orders.

• Collaborate with Customer Service Administrator on specific customer order needs.

• Advice customers on stock-outs, promotions and new products with the aim of influencing orders.

• Accurately charge orders in duly approved customer accounts and forward for verification.

• Track and monitor customer orders, request, queries and claims in the corresponding platforms, according to KPIs/PPIs

• Manage and process RQC, according to internal processes and work instructions

Cross-selling & Upselling