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Customer Relationship Officer (CRO)

Key Responsibilities

Customer Experience Deliver service excellence by putting the Customer First

  • Engage customers in the territory frequently to understand and assess if service delivery meets their expectations.
  • Review customer orders daily and confirm receipt of expected products from the warehouse. Resolve variances to assure customers receive orders in full, within quality standards and on time.
  • Confirm customers are informed of any changes/delays to the service they are expecting and follow up to confirm any restitution is made in a timely manner.
  • Confirm promotions/activations in the territory are executed flawlessly by the fulfilment team and the desired objective is realized.
  • Partner with the customer experience and QFS (quality, food & safety) teams to resolve customer complaints/returns/refunds within the given timeline and to the satisfaction of all parties. Investigate root causes of customer complaints/returns and implement solutions to mitigate a repeat of similar issues.
  • Proactively engage with stakeholders (commercial, warehouse, logistics, BI, FP&A, etc.) to recommend and implement continuous process improvement in speed, accuracy, and overall quality of service.
  • Consolidate market intelligence and insights from the team and share with the Territory Manager and other stakeholders as appropriate.

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Delivery Efficiency

Utilize available resources to achieve maximum productivity and efficiency in a safe and sustainable way.

  • Use information on customer numbers, locations, and preferences to guide and inform delivery routes and windows whilst balancing efficiency, cost to serve and customer delight.
  • Establish controls and monitor fulfillment times particularly in relation to the customer promise/delivery-window times.
  • Monitor, reconcile and report on metrics included but not limited to staff attendance schedules, mileage, dispatch manifest, resource allocation, etc., and take corrective actions / process improvement initiatives to realize delivery efficiency.
  • Adhere to the health and food safety standards related to the depot facility, trucks cleaning, handling of food and assets, etc., and report promptly and in full on the same, as per SLA agreed with the respective functions.

Inventory, Asset and Payment Management

  • Receive, reconcile, and report on the products and assets received from the warehouse in the morning within agreed SLAs.
  • Monitor deliveries and reconcile with payments registered in the territories till number throughout the day to confirm payments are made at the point of delivery, and that the team is adhering to the approved ways of working.
  • Verify and confirm all product, assets and payments are accounted for, verified, recorded and reported by the team before releasing them at the end of the delivery shift.
  • Hand over, reconcile and report on the products and assets returned to the warehouse in the evening after the end of the delivery shift, within agreed SLAs.
  • Promptly escalate issues to the line manager / commercial leadership and propose solution(s) for approval and implementation.

Team & Self-management

  • Engage, coach, manage and motive the team of Fulfilment Representatives.
  • Model Twiga’s culture and way of working and inculcating this within the team.
  • Deliver the performance objectives set for the team. Hold monthly 1-on-1 performance reviews with the team and with own line manager, and institute corrective action where performance falls below expectation.
  • Proactively manage the teams’ and own learning and development.
  • Adhere to the annual leave plan agreed with the line manager.
  • Adhere to people management polices.
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Compliance

  • Comply with all organization policies, procedures, and statutory guidelines. Minimize and mitigate risks to the organization and enforce zero-tolerance to non-compliance.
  • Close gaps/lapses identified as an outcome of audits; risk and/or any other compliance review; investigations; or other assessment mechanisms and take corrective/preventive actions within the agreed timelines.

Reporting

  • Maintain custody of all relevant documentation in the format and standard set.
  • Utilize organization systems as provide, capture accurate and timely data to enable sound decision making and actions.
  • Present comprehensive, accurate and informative reports with trends, insights, concerns, and recommendations clearly elaborated.

Minimum Qualifications And Experience

  • A Diploma or professional course in Logistics, Supply Chain Management, Business Studies or Transport Management or a relevant field.
  • A clean and valid driver’s license.
  • Have at least 3 years supervisory level experience managing a technology enabled customer oriented distribution center with smart phone/GPS fleet tracking capability.
  • Have a strong customer service mindset, going the “extra mile” to ensure our customers always have a positive experience.
  • Good knowledge of Distribution and Customer Fulfillment and procedures.
  • Can work accurately and quickly, to ensure key order processing milestones are achieved within the day, even when working under pressure.
  • Always have a positive attitude and approach to the role and team.
  • Affinity to working with technology, demonstrable Microsoft Office and Excel experience.
  • Physically able to work on feet all day and lift goods occasionally.

Territory Manager

Key Responsibilities

Customer First

Proactively engage current, potential and former customers in the territory.

  • Assess if product assortment/service offerings; fulfilment options meet their expectations and delivers a positive customer’s experience, reinforce the positive and make recommendations to address any gaps profitably and sustainably.
  • Understand customers evolving needs and contribute to the development of appealing, sustainable, scalable, solutions that can be executed profitably within the vendor/customer/channel segment.
  • Advocate for Customer First in the team, proactively monitor customer complaints and confirm they are resolved in the shortest time possible. Engage the customers for feedback and confirmation of satisfactory issue resolution and monitor retention.

Profitability Growth

Proactively contribute to the development of the regional and commercial strategy

  • Work collaboratively with colleagues within Commercial and across the business to develop an impactful annual territory operational plan, drawn from the regional/commercial strategy, that will deliver optimal product assortment/service offerings, fulfilment options, fee/cost to serve and exceptional customer experience for each channel, resulting in consistent growth in customer numbers, volume, revenue and profitability.
  • Embed Fresh first as the foundational principle of the operational plan.
  • Develop an annual budgets/P&L for the territory plan that enables weekly/monthly and quarterly commercial goals to be:
    • cascaded to each route and individual in the team;
    • converted into demand plans that are shared with stakeholders in the business to enable products and services to be procured and availed on time and in full.
  • Anchor the plan and P&L on trends and new business opportunities in the territory. Build route density. Create optimal products assortment mix, service offerings and fulfilment options to maximum sustainable profitable growth, whilst delivering an exceptional customer experience.
  • Drive the P&L of the territory and deliver the anticipated results. Monitor and control the budget and ensure optimum utilization of resources assigned to the territory.
  • Devise innovative initiatives to introduce new products to the market. Develop and maintain relationships with key influencers in the territory and leverage the relationships to drive product uptake source feedback and gain insights that will enable Twiga remain the preferred stock-up partner in the trade.
  • Contribute to the development of marketing and merchandising programs, monitor execution, measure the impact, and give feedback for the continuous improvement of future programs.
  • Evaluate options for profitable, sustainable expansion within the territory, create the business case and execute as approved.
  • Collaborate with the Finance team to ensure compliance with all agreed service levels and financial credit terms to control collections and receivables.

Twiga Way of Account Development & Fulfilment Embed the Twiga Way of Account Development and Fulfilment.

  • Embed the Twiga Way of Account Development and Fulfilment within the team. Execute coaching and accompaniment, performance enablement, performance reviews, career guidance conversations as a standard way of leadership and management of the team in the territory.
  • Conduct regular market visits and accompany the sales team to the vendor outlets to coach them on Twiga’s ways of selling and building collaborative, customer focused relationships.
  • Train on the team on the step-by-step process of the Twiga Way of Account Development and Fulfilment and the expected outcomes of this approach of mutual benefit/value for both the customer and the organization.
  • Coach the team:
    • how to focus on the unique value proposition of partnering with Twiga and how to navigate through the decision-making process of the vendor for a positive outcome.
    • how to cultivate a digital mindset with vendors to enable them to migrate to self-ordering to the Soko Yetu App.
    • opportunity sizing i.e., build their understanding how the territory works and the key market drivers. Widening their scope to appreciate the possibilities within the entire territory and not only specifically to the assigned route. Develop their agility to work in any part of the territory.
    • continuously communicate and educate the team on the product portfolio for both new and existing SKUs within each category, new product launches, daily promotions to keep the team informed of the business
  • Continuously communicate and educate the team on the product portfolio for both new and existing SKUs within each category, new product launches, daily promotions, and development in the business to keep the team informed and up to date.
  • Foster honest, open, and continuous communication. Encourage the sharing of knowledge, learnings, challenges, wins, losses, and insights. Lead by example and create an environment of communal growth and improvement.
  • Assess each team member’s individuals’ strengths and improvement areas related to the Twiga Way of Account Development and Fulfilment and take appropriate action.

Data Analysis and Reporting

Data Analysis and Insights

  • Interpret and utilize the data shared in the reports (CLT, GP) shared by the BI team to make business decisions e.g., direct the team to the right customers to generate maximum revenue from the outlets visited.
  • Simplify the analyzed data for the team to understand, interpret and internalize data (for example customers to be re-activated per route per day) and in turn be motivated to meet the set business targets.
  • Empower the team to be able to measure the targets set by themselves at the end of each day.
  • Cascade clear KPIs to the team for the team to fully understand the targets set per day in their assigned routes e.g., SKU numbers, customer numbers and encourage a collaborative culture focusing on the collective effort required to keep the pipeline churning.
  • Maintain custody of all relevant documentation in the format and standard set, utilize organization systems as provided.
  • Present comprehensive, accurate and informative reports with trends, insights, concerns, and recommendations clearly elaborated.

Team & Self-management

  • Model Twiga’s culture and way of working and inculcating this within the team.
  • Engage, coach, manage and motive the team in the territory.
  • Deliver the performance objectives set for the team. Hold monthly 1-on-1 performance reviews with the team and with own line manager, and institute corrective action where performance falls below expectation.
  • Proactively manage the teams’ and own learning and development.
  • Adhere to the annual leave plan agreed with the line manager.
  • Adhere to people management polices.

Compliance

  • Comply with all organization policies, procedures, and statutory guidelines. Minimize and mitigate risks to the organization and enforce zero-tolerance to non-compliance.
  • Close gaps/lapses identified as an outcome of audits; risk and/or any other compliance review; investigations; or other assessment mechanisms and take corrective/preventive actions within the agreed timelines.

Minimum Qualifications And Experience

  • A bachelor’s degree from a recognized accredited university in commerce, marketing, or a related field.
  • Accredited training in commercial ways of selling, sales operations, channel management, route to market, coaching are highly desirable.
  • 6 years of solid experience driving sales performance, account development and fulfilment in general trade preferably in an e-commerce environment, with at least two years supervisory responsibility for a sizable diverse team. A proven track record in selling Fresh produce is a significant advantage.
  • An entrepreneurial thinker with a high level of business acumen, an in-depth working knowledge of the general trade ecosystem and the ability to remain updated on industry-related developments.
  • Exceptional relationship-building, stakeholder engagement and influencing ability with colleagues, customers and partners at a variety of levels. Ability to successfully manage negotiations and resolve conflicts.
  • Digitally savvy with an affinity for data, coupled with strong analytical skills and the ability to utilize statistics, market insights and research to develop actionable insights to guide decision-making.
  • Ability to prioritize and resolve tactical challenges of differing levels of complexity and urgency in a dynamic fast paced environment with conflicting demands.
  • Ability to build, coach, motive, and deliver results through a dynamic, energized high performing team of direct and indirect reports. Demonstrable hand-on leadership delivered through daily cadences and continuous coaching and accompaniment.
  • A highly driven, high energy, enthusiastic, pragmatic, resilient individual with a real passion for sales, hungry for success, a sense of urgency, and unquestionable integrity, with a track record of delivering in a target driven environment.
  • Willing and able to travel.

Fulfilment Representative

The role holder takes custody of conforming products from the warehouse on behalf of the customers on the assigned route, makes deliveries of products in good condition, on time and in full in adherence with the delivery manifest, receives and banks payments in keeping with company policy and will reconcile the day’s deliveries, cash, product, and assets position with the transaction data/records, and make good for any variance prior to signing off from the shift at the end of each day.

The Fulfilment Representative contributes to revenue growth by building a trusted relationship with customer, analyzing his/her business, cross-selling and upselling products and migrating the customer to Soko Yetu and cashless payments in line with the organizations objectives.

Customer Experience

Key Responsibilities

  • Model Twiga values – Customer first, Own It, Be Good, Keep it Simple (COGS) with each interaction with the customer
  • Build trusting relationships with customers. Keep the customers informed of and excited about their purchases with transit status updates and real-time communication until delivery
  • Analyze the customers’ business, the purchasing behavior, drivers, needs, and unique perspectives. Seek to understand which products they routinely stock up in their business. Cross sell the products that the customer does not stock but will match their current portfolio and upsell products that will grow the customers’ business
  • Continuously update your product knowledge, on new and existing SKUs within each category, new product launches, and daily promotions to drive assortment and achieve set targets
  • Cultivate a digital mindset. Sell/reinforce the convenience and pros of digital migration and cashless payments e.g., commissions earned on selling airtime, access to loans and insurance, etc., on the Soko Yetu App
  • Confirm that all orders have been delivered to the right customer. Build a specific, personalized post-purchase engagement. Address the customers’ concerns regarding Twiga’s products, Soko Yetu app and the overall customer experience
  • Note any relevant information on the customer, competitor activity or required actions that need to be communicated to the line manager

Delivery Efficiency

  • Verify the product and assets in the distribution trucks against the delivery manifest and accept custody of the same. Report any variance and/or non-conforming product to the line manager for verification prior to proceeding to trade
  • Conduct the tools of trade checks and confirm compliance prior to proceeding to trade. Document and report any problems with the delivery truck within agreed SLA.
  • Decide time and cost-effective routes as per the laid-out route plan depending on the customers exact locations and alternative routes to counter dynamic route-related issues like traffic or diversions.
  • Document, verify and report accurate mileage at the start and end of the shift.
  • Fulfil customers’ orders accurately and in a timely manner as per the delivery manifest in line with the customers expectation. Where customer expectations may not be met, for whatever reason, communicate with the customer and manage their expectations.
  • Execute delivery of all ordered products in the assigned route
  • Promptly record deliveries as they occur, ensuring payment is received in full and banking is done in compliance to stipulated maximum cash holding limits and maximum cash holding time period
  • Deposit the collected payments to the respective company accounts, and account for all assigned assets Adhere to the food and safety regulations during transit and delivery of the orders. Offload and deliver items in a safe and secure manner to prevent damage, spoilage, or loss.
  • Initiate the refund and returns process for products declined based on quality in conformance with the SOP
  • Reconcile deliveries, cash, product, and assets assigned at the start of the shift with the days transaction data/records, and make good for any variance prior to signing off from the shift

Asset Management

  • Safeguard and maintain assigned assets in good condition as per the set standards and present damaged assets to the line manager for report.
  • Reconcile the assets dispatched versus those received upon return to the depot and make good for any variance prior to signing off from the shift.
  • Utilize the issued assets to perform duties as per the company guidelines and work requirements

Market Insights and Reporting

  • Report factors affecting last-mile order delivery and present recommended solutions
  • Understand the competitive structure of your market within the allocated territory
  • Present comprehensive, accurate and informative reports on organization systems as provide, to enable sound and timely decision making and actions

Minimum Qualifications And Requirements

  • Have a Certificate / Diploma / Post-secondary education qualification in Supply Chain Management, Business, Sales, or a related field, or equivalent practical experience.
  • Have a valid certificate of good conduct.
  • Have at least 2 years of relevant work experience in product delivery / warehouse operations in the fresh fruits and vegetables and FMCG industry.
  • Have strong communication skills and be adept at customer service and multitasking.
  • Have basic computer competency to write reports and perform basic data entry.
  • Be an active listener, adaptable, resilient, and be coachable.
  • Possesses demonstrable experience in building rapport and trust to develop long-term relationships, leading to commercial opportunities.
  • Possess exceptional communication and networking skills with great collaboration skills and a strong independent work ethic.
  • Can thrive in a fast-paced, high-growth, rapidly changing environment.
  • Physically able to work on feet all day and lift goods occasionally.

Procurement Assistant

The role holder will be responsible for the execution of procurement transactions related to non-trade goods and services as well as the management of the consumables inventory held within various general stores across the business.

Key Responsibilities

Executing on the Ordering Process:

  • Responsible for all Requests for Quotations/Proposals (RFQs / RFPs) received from the entire business contain all relevant information to proceed to the next step in the process.
  • Responsible for sending out all RFQs/RFPs to the pre-qualified suppliers per class of supplies and aggregating the quotations received on a timely basis for review.
  • Responsible for raising all orders – Local and Overseas Purchase orders (LPOs/OPOs) correctly matching the selected quotes and communicating declines to unaccepted quotations
  • Responsible for closing over-age LPOs and cancelling incorrect LPOs and initiating correcting or supplementary LPOs.
  • Responsible for scouting for suppliers of items including visiting their locations to assure continuity of supply.

General Stores Management

  • Responsible for issuing consumables to all functions in the organization and managing stock holding levels and flagging re-order levels to avoid Out of Stock situations as well as initiating the procurement of consumable inventory
  • Leading monthly Inventory counts for consumable stores and flagging variances as well as slow-moving/obsolete stocks for write-off.

Disposal Management

  • Responsible for aggregating all obsolete fixed assets and consumables across all functions in the organization and executing on the disposals.
  • Supplier Management
  • Communicating with suppliers about unaccepted quotations, late or substandard deliveries or any communication deemed important for achieving Twiga Service Levels.
  • Responsible for updating the supplier scorecard for performance against set out Key Performance Indicators, e.g. On-Time-In-Full (OTIF) to guide subsequent supplier selection.

Reporting

  • On a monthly basis, responsible for reporting on consumable stores valuations and any variances arising.
  • Responsible for reporting on all outstanding LPOs on an ageing basis to inform the accrual process
  • Responsible for reconciling the Goods received pending invoicing ledger and reporting on an ageing basis

Other

  • On a weekly/monthly basis, participating in the physical stock taking exercise for trading gods in conjunction with the wider accounting team.
  • Participate in regular Fixed Asset verification and tagging exercise in the location(s) in conjunction with the wider accounting team.
  • Playing a key role in the procurement committee activities

Minimum Qualifications And Requirements

  • Relevant Degree or Diploma in Economics, Commerce or Procurement any other relevant field from a recognized institution of higher learning.
  • Certificate or Diploma in procurement or materials management is an added advantage.
  • At least three (3) years’ experience in a busy operational environment as a procurement or stores assistant.
  • Good interpersonal, communication and presentation skills with a good focus on organization, and enhanced multitasking abilities

Quality Food Safety Internship – 2022

The Quality Food Safety (QFS) Interns will have the opportunity to apply what they have learned in school through various projects and Implementation of standards, procedures and systems related to all aspects of quality, food safety,

The QFS Interns will have opportunities to work independently as well as within groups where they will be challenged to develop solutions to real workplace challenges. In addition to gaining work experiences that have a direct impact to our business, they will also have the opportunity grow their professional network during this internship experience.

Key Responsibilities

Quality

  • Assist in quality assessment and evaluation during intake of products: Intaking products that are meeting quality standards and specifications.
  • Facilitate positive release of products into the market.
  • Instituting measures that aim to reduce product losses across the value chain.
  • Investigating customer complaints on quality issues and taking part in the implementation of corrective actions.
  • Implementation of quality procedures and standards to ensure compliance.

Food Safety

  • Verify that products are meeting the food safety guidelines at intake and during dispatch.
  • Confirm the implementation of the prerequisite programs at the workplace.
  • Implementation of the food safety procedures and standards to ensure compliance.
  • Investigating customer complaints on Food Safety issues and taking part in the implementation of corrective actions.

Health and Safety and Environment

  • Maintain a clean and safe work environment. Safety is prioritized and adherence to HSE Standards to ensure compliance and confirm that waste management practises are implemented.
  • Report all the work-place incidences, LTIs, Nearmisses, Unsafe Acts and Unsafe Conditions are within 24 hrs and take part in implementation of corrective actions to avoid recurrence.
  • Participate in the closure of HSE Audit gaps.

Minimum Qualifications And Experience

  • Currently enrolled in an accredited university or college obtaining a bachelor’s degree program in Food Science and Technology or a closely related field.
  • Have a working knowledge of MS-Office Applications such as Word, Excel, and PowerPoint.
  • Be an inquisitive individual with a desire to learn, possessing a long-term desire to work in the food and quality assurance or HSE space
  • Strong attention to detail, accuracy and completeness, and a commitment to producing high-quality deliverables.

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