Lead – Sales Back Office Operations
- Kiambu
- Permanent
- Full-time
- Oversee the day-to-day operations of the sales back-office team, ensuring timely and accurate processing of customer orders, invoices, credit notes, and pricing updates.
- Act as the first point of escalation for customer queries and complaints, ensuring quick resolution in alignment with company policies.
- Manage and maintain system data related to pricing, customer master, and product codes to ensure accuracy and compliance.
- Collaborate with Sales, Finance, Supply Chain, and other internal teams to streamline processes and ensure efficient order-to-cash operations.
- Lead, coach, and develop the back-office sales support team to achieve departmental KPIs and enhance customer satisfaction.
- Monitor performance metrics and generate regular reports on order processing, customer service levels, and team productivity.
- Drive continuous process improvements and automation initiatives to increase efficiency and reduce errors.
- Ensure compliance with company policies, credit control measures, and internal audit requirements.
- Bachelor’s degree in Business Administration, Commerce, or related field.
- Proficiency in Gujarati or Hindi is a MUST, given the cultural and business context of key stakeholders.
- Minimum 5 years of experience, with at least 3 years in Sales Back Office / Customer Service operations.
- Proven track record of team leadership and people management.
- Hands-on experience with ERP/CRM systems (SAP) for invoicing, credit notes, and pricing updates.
- Strong communication skills (oral and written) with ability to interact effectively across levels and functions.
- Experience in the Food & Beverage / FMCG industry is mandatory.
- Kenyan nationals are strongly encouraged to apply.