Customer Service Representative

About the role

Heineken East Africa is hiring a Customer Service Representative in Westlands, Nairobi. The role provides excellent customer service by receiving, registering and resolving customer inquiries, delivering timely solutions and ensuring customer satisfaction. It covers order intake, validation and delivery, omni-channel order management (EDI, B2B, VMI, phone), customer relationship management and collaboration with Sales, Planning and Logistics.

Key responsibilities

• Handle and process omni-channel orders (EDI, B2B, VMI, phone) and enter them accurately into the Sage system
• Validate orders against logistics trade terms and credit control, confirming customer credit status with the Credit Controller
• Work with the Logistics Team on out-of-stocks and peak preparation, ensure orders are dispatched and delivered within 24 hours, and advise customers on stock-outs, promotions and new products
• Charge orders to approved accounts, track orders, requests, queries and claims, and manage RQC per internal processes
• Identify cross-selling and up-selling opportunities and share them with Sales Representatives or account managers
• Create, run and maintain Voice of Customer (VoC) survey campaigns and the VoC year plan
• Close the inner loop within 48 hours, analyse data to find commonalities and pain points, and plan improvement projects
• Analyse KPIs such as ZTO, LTT compliance, customer satisfaction, response times and resolution rates, and interpret CS&L dashboards
• Record all customer interactions in the customer service database and generate reports on interactions and issues