Customer Care Representative

Spinners and Spinners is a vertically integrated textile solutions provider based in Ruiru, Kenya.  They design, produce and distribute a vast array of textile consumer solutions in Sub-Saharan Africa under our two brands butterfly® and texStyle®. Their energy, focus and commitment are directed towards living their Purpose which is: Empower Africa’s Potential and Authenticity. They thrive in providing exceptional solutions to their customers proactively in a way that leaves them feeling valued and totally fulfilled; and to have S&S as their preferred Textile Solutions Provider.

The Customer Care Representative will be responsible for ensuring a seamless and positive experience for all customers by resolving challenges, streamlining order processing, and collaborating with internal teams. This role requires a proactive approach to customer communication, record management, and risk mitigation to enhance customer satisfaction, support business growth, and uphold the company's credit and compliance policies.

Key Duties/Responsibilities

1. Customer Engagement & Complaint Resolution

• Ease of Business: Ensure customers can easily navigate processes and interactions with the company, minimizing friction.
• Problem Solving: Proactively resolve customer complaints and challenges, delivering first-time resolution in a timely manner.
• Customer Communication: Provide clear, timely, and proactive communication with customers through various channels to foster strong relationships and drive customer growth.

2. Order Processing & Fulfillment Planning

• Order Entry: Accurately and promptly place customer orders into the system, ensuring they are processed efficiently.
• Collaborative Communication: Maintain regular communication with internal teams (sales, production, logistics) to ensure smooth order fulfillment.
• Fulfillment Planning: Develop and execute plans to fulfill customer orders, aligning with customers on timelines and expectations.

3. Internal Teams Liaison & Alignment

• Cross-Functional Collaboration: Work closely with operations, production, and sales teams to drive a "Customer First" culture.
• Forward Planning: Align internal teams to plan and meet future customer needs, enabling smooth order fulfillment and reducing issues.
• Support for Customer-Facing Teams: Assist customer-facing teams by ensuring they have the necessary resources and information to provide an excellent customer experience.

4. Documentation & Record Keeping

• Maintain Accuracy: Keep current, organized, and accurate records of customer interactions, orders, and relevant documentation.
• Transparency & Compliance: Provide transparency and accessibility to internal teams for compliance with company policies and regulatory requirements.

5. Risk Management & Compliance

• Credit Risk & Compliance: Collaborate with accounts and customer-facing teams to ensure credit risks align with company policies and that customers meet credit terms.
• Debtors Control: Assist in monitoring credit exposure, liaise with the finance department, and manage customer payment collection.
• Legal & Contractual Compliance: Manage legal obligations to mitigate market risk and ensure customers are in line with contractual terms.

Key Deliverables:

• Customer Satisfaction & Growth: Foster customer satisfaction by delivering proactive, clear, and accurate communication to drive loyalty and business growth.
• Problem Resolution: Ensure a first-time resolution for customer inquiries and challenges, promoting ease of business.
• Information Flow: Standardize, digitize, and ensure up-to-date information across customer touchpoints.
• Team Collaboration: Work with internal teams to enhance cross-functional communication, ensuring alignment with customer needs and fulfillment.

Qualifications, Experience and Knowledge preferred:

• A minimum of 2 years in a customer service role, preferably in the manufacturing or textile industry.
• Proven experience in handling order processing, complaint resolution, and cross-functional collaboration.
• Strong organizational and multitasking skills with attention to detail.
• Knowledge of customer relationship management (CRM) systems and order processing tools is a plus.

Skills and Competencies:

• Customer Centricity: A passion for understanding and meeting customer needs.
• Multicultural & Multilingual: Ability to engage with customers from diverse backgrounds, offering a broad perspective.
• Excellent Communication & Engagement: Strong written and verbal communication skills, with the ability to engage customers positively.
• Results-Driven: A focus on achieving outcomes that benefit both the customer and the company.
• Data/Tech-Driven: Competence in using data and technology to drive decision-making and customer support improvements.