Job Openings at HRonWheels

Duties and Responsibilities

• Reconciling payments to ensure the accounting system reflects the correct transactions
• General ledger reconciliations
• Account reconciliations such as bank, inventory control, clearing, billings etc.
• Issue receipts to customers on receipt of payments
• Performing daily financial transactions such as verifying, calculating and posting accounts receivable data
• Supporting the month-end process
• Generating month-end reports.

Qualifications

• BSc/HND in accounting 
• minimum of 1-2 years work experience.

Skills and Attributes Required:

• An experience in reconciling accounting figures and financial transaction
• Ability to identify errors
• Appropriate handling of sensitive information
• Ability to work to deadlines
• High level of attention to detail
• Excellent written and verbal communication skills
• Strong client relationship management and customer service skills
• Intermediate to advanced computer software skills, including Excel and Accounting packages.

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The position of Customer Experience Executive consists of interacting with customers to provide information in response to inquiries about our products or services, to handle and resolve complaints and build a professional relationship. 

Customer Experience Associate Job Functions

• Resolve customers’ complaints via phone, email, and social media.

• Resolve product or service 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.

• Recommend potential products or services to your manager by collecting customers’ information and analyzing customers' needs.

• Contribute to team effort by accomplishing related results as needed.

• Embody customer orientation and ability to adapt and respond to different types of characters.

• Identify and assess customers’ needs to achieve satisfaction.

• Build sustainable relationships of trust with the customers through open and interactive communication.

• Handle complaints, provide appropriate solutions and alternatives within the time limits and follow up to ensure resolution.

• Keep records of customers' interactions through the available tools and file documents.

• Follow communication procedures, guidelines, and policies.

• Go the extra mile to engage customers and create the wow factor.

• Flexible to cover all the available shifts including Nightshift, Weekends and Holidays.

• Any other duties that may be assigned by your Manager.

Customer Experience Executive Top Skills & Proficiencies:

• Product Knowledge

• Quality Focus

• Documentation Skills

• Listening Skills

• Phone and email etiquette

• Team player

• Multitask

• Empathetic

• Positive Attitude

• Attention to Detail

• People-Oriented

• Problem Solving

• Organizational Skills

• Adaptability

• Ability to Work Under Pressure

Qualifications

• A university degree /Diploma in relevant field or equivalent.

• A minimum of 2 years work experience in a customer service or customer support role.

• Computer literacy

• Familiarity with FreshWork is a plus

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Job Brief

The Customer Experience Team Leader will be responsible for leading, coordinating, directing, and motivating the customer experience team to deliver a world-class customer experience to Reja Reja customers. You will use your exceptional leadership skills and drive to create retention plans aimed at boosting order generations, customer satisfaction, In-App service transactions and motivate the team to achieve the set targets.

Responsibilities

• Facilitate orders generation and In-App service usage by instructing team members to inform existing customers about our product and services and offering alternatives and encouraging them to make sales.

• Drive the digital migration objective through customer education on our RejaReja App and collect customer feedback for improvement of the platform.

• Take ownership of customers issues and follow issues through to resolution

• Inform customers about all Reja Reja products and drive our value proposition.

• Analyze statistics and compile accurate reports

• Continuously drive product knowledge, customer education for effective customer support and orders generation through training, refreshers, coaching, and mentorship, and continuous knowledge assessments to enhance upselling/cross-selling capabilities.

• Follow up on customers orders and ensure that they are successfully delivered to them in due time.

• Follow up sales delivery to customers and inquire about their user experience of goods purchased, making use of their feedback in rating customer satisfaction.

• Ensure proper documentation in the information system within the stipulated time and ensure accuracy.

• Manage team occupancy and utilization to ensure optimal productivity for revenue generation.

• Interact closely with other team members in the course of work to ensure that everyone is carried along and updated on work progress in order to achieve maximum results.

• Ensure that customers are treated cordially and are held in high esteem in order to make them patronize the company continuously.

• Frequently review, update and communicate call center scripts, SOPs, and processes in line with changes in our operations/products and services.

• Create good relationships with team members and motivate them to put in their best to work in order to achieve maximum results.

• Evaluate sales records periodically to make balances and ensure that sales figures tally with the number of products sold.

• Oversee quality assurance function processes and performance management to identify training needs and overall areas of improvement. 

• Coach team members on the best ways to carry out their duties by transferring expert knowledge to them to boost their skills.

Qualifications and Requirements

• A Degree preferably in Business Management Studies, Business Administration or any other relevant field from a reputable institution.

• 5+  years of work experience as a lead or supervisor in a Customer Experience team or call center team.

• Working knowledge of customer service software, databases and tools

• Awareness of industry’s latest technology trends and applications

• Demonstrate a high-performance track record in leading and achieving performance goals in a busy call center environment.

• Exceptional motivational skills to mentor and bring out the best in team members while focusing on excellent customer experience.

• Exhibit good marketing, strong client-facing and skills

• Advanced troubleshooting and multi-tasking skills

• Customer service orientation

• Excellent presentation skills, communication, analytical, critical thinking, and problem-solving skills.

• Good managerial skills to lead the team successfully and can work with different stakeholders in different departments.

• Ability to make good sales decisions.

• Should be flexible and adaptable to a fast-paced environment.

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Job brief

We are looking for an experienced supply chain manager/Lead to ensure our supply chain and logistics operations function properly. 

In this role, you’ll collaborate with other departments, such as Operations and Finance, to create effective business plans, so teamwork skills are important. You should also have experience in project management, as well as great leadership and communication ability.

Responsibilities

• Create the company’s supply chain strategy

• Analyze data from shipping and delivering processes to find bottlenecks and other issues 

• Evaluate and report on KPIs 

• Monitor logistics to make sure they run smoothly 

• Maintain supply chain inventory and records

• Train and guide employees

• Find cost-effective solutions for supply chain processes

• Resolve issues that come up (e.g. delays in delivery, accidents)

• Collaborate with other departments to create coordinated plans for business growth

• Develop and implement safety guidelines in all aspects of the supply chain (e.g. use of trucks, forklifts)

• Ensure supply chain processes meet legal requirements and standards

• Communicate and negotiate with suppliers and vendors to land more profitable deals

• Compliance management in line with inbound volume projection and schedule

• Liaise with appropriate departments (commercial team, vendor management team, and finance department) on prioritization and reconciliation of items be inbounded.

• Ensure quality checks and enforce proper packaging guidelines on all items to be inbounded

Inventory Process & Team Management:

• Performance management - ensuring out of stock is within monthly target, regular cycle count is carried out and reported.

• Continuous storage capacity assessment and management.

• Improve picking efficiency by enforcing standardization of SKUs storage

• Ensure all items from inbound, order processing and aftersales are put away into location within defined SLAs.

• Organize quarterly cycle count with finance and external auditors.

• Organize offline sales for defective and defective damaged items

• Advise commercial team on aged and slow-moving SKUs to be discounted and sold online

Outbound Process & Team Management:

• Capacity planning in line with weekly volume projection and schedule

• Responsible for managing the projection, utilization and storage of packaging materials

• Responsible for the management of daily order transactions and ensure smooth operations amongst related departments i.e. inbound, inventory, Order processing, Network, etc.

• Performance management includes benchmarking with other countries, appraisals and team coaching.

Cost Reduction:

• Continuously find innovative ways to reduce cost across all warehouse operations

• Reduction of loss due to theft and damaged items

• Improve efficient usage of work tools and materials handling

Team & Process Management:

• Capacity planning, team allocation, and monitoring of tasks and duties.

• Performance management including appraisals and team coaching

• Continuous process improvement be driven by suggestions on systems improvements.

• Escalate issues to senior management within an appropriate time frame and provide head of fulfillment with the end of day/shift handover information

Requirements and Qualification

• Bachelors. Degree (Business Administration, Logistics- supply chain, Economics, Engineering)

• Advanced Excel to create macros, pivot tables, vlookups, analytical capabilities and workbooks.

• Relevant professional certification in Logistics or supply chain management will be an added advantage

• Minimum of 3- 5 years FMCG, or warehouse management experience/Logistics 

• Ability to negotiate and communicate in flawless English, French, and/or Arabic (depending on base location)

• Demonstrated competency in data reporting and analysis.

• Experience or high level of comfort in logistics operations