Customer Satisfaction Officer / Invoicing Clerk at AMO Farm Sieberer Hatchery Limited

Job Purpose

• This role is responsible for the monitoring and carrying out analysis of customer feedback and conducts follow up phone calls to Survey respondents who have concerns or question.
• Also, recommend potential products to them by collecting customer information and analyse customer needs. It includes order taking and processing of customer orders.

Roles and Responsibilities:

• Receives processes and verifies the accuracy of orders from customers and other locations and ensure delivery.
• Initiates required action to customer requests for order changes, including the maintenance of order/customer information files and communicates changes to the appropriate personnel/departments
• Ensures and provides quality service to both internal and external customers.
• Receives inquiries from and/or contacts the organization’s branch/regional offices to resolve a variety of order-related issues.
• Accesses the company’s internal systems to obtain and extract order information and provide customer satisfaction management with the data for inclusion in various scheduled and special reports
• Attracts potential customers by answering products questions; suggesting information about other products.
• Resolves product problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution.
• Recommends potential products to management by collecting customer information and analyzing customer needs
• Monitoring and carrying out analysis of customer feedback and Conducts follow up phone calls to survey respondents who have concerns or questions
• Responsible for the preparation of weekly and monthly reports and as and when required.
• Performs other related duties as assigned by management

Education Qualification & Experience

• BS.c/HND in Accounting, Business Administration or related courses
• Minimum of 3-5 years of relevant experience in customer service and order processing.
• Experience working in the FMCG cold chain sector
• Ability to communicate in any of the local dialects in Edo State is an added advantage.

Required Skills and Competencies:

• Ability to manage multiple responsibilities to completion with tight timelines
• Ability to work under pressure.
• Strong communication (verbal and written) skills
• Report writing and presentation
• Protection of Confidential Information
• MS Office Tools and Calendar Management
• Excellent understanding of customers relationship management
• Knowledge of poultry business operations and experience is an advantage.
• Excellent relationship management skills
• Previous knowledge and understanding of ERP is a plus.

Expected Behavioral Competencies:

• Resourcefulness in handling challenges.
• Dependability in fulfilling responsibilities.
• Passion for maintaining high standards of control and compliance.
• Integrity in all dealings.
• Promptness in addressing issues.
• Accountability for actions and decisions.
• Think outside the box.
• Representing the company's image and brand positively.