Background

Our client in the Paint Manufacturing Industry located along Mombasa Road is looking for a Customer Service Lead. This pivotal role will be the operational backbone of client relations, ensuring the highest level of service and efficiency. You will be responsible for leading, mentoring, and driving the success of the Customer Service Team, directly contributing to the company's growth targets.

Key Responsibilities

• Team Leadership & Management: Lead, motivate, and mentor the Customer Service Team to achieve peak performance, maintain high morale, and adhere to company service standards. Conduct regular training sessions to enhance product knowledge (paints, coatings, etc.), service skills, and sales techniques. Manage team schedules, performance reviews, and daily workflow to ensure continuous coverage and service excellence.
• Client Query Management: Oversee the efficient and professional handling of all inbound client inquiries, complaints, and service requests across various channels (phone, email, in-person). Act as the escalation point for complex or critical customer issues, ensuring timely and satisfactory resolution.
• Logistics & Delivery Coordination: Coordinate closely with the Production and Logistics departments to manage and track client deliveries, ensuring accurate, on-time fulfillment of orders. Communicate proactively with clients regarding order status, potential delays, and delivery schedules.
• Sales Target & Telesales Management: Develop and implement effective strategies for the team to achieve ambitious monthly and quarterly sales targets. Supervise the team's telesales efforts, monitoring call quality, conversion rates, and client outreach effectiveness. Prepare and present performance reports on customer service metrics, delivery efficiency, and sales achievement to senior management.

Requirements

• Bachelor's Degree in Business Administration, Sales, Marketing, or a related field.
• Minimum of 5 years of progressive experience in a professional Customer Service role.
• At least 2 years of experience in a supervisory or team lead capacity, managing a customer-facing team.
• Experience in a manufacturing or B2B environment is preferred. Experience working in a Paint Manufacturing company is an added advantage, but not a must.
• Exceptional leadership, communication, problem-solving, organizational skills, and a proven track record of meeting sales targets.

Why Join the Company?

• Be a crucial part of a well-established and growing Paint Manufacturing Company.
• Opportunity to shape the customer experience and drive immediate business results.
• A collaborative and supportive work environment.

• Lead, motivate, and mentor the Customer Service Team to achieve peak performance, maintain high morale, and adhere to company service standards.
• Conduct regular training sessions to enhance product knowledge (paints, coatings, etc.), service skills, and sales techniques.
• Manage team schedules, performance reviews, and daily workflow to ensure continuous coverage and service excellence.
• Oversee the efficient and professional handling of all inbound client inquiries, complaints, and service requests across various channels (phone, email, in-person).
• Act as the escalation point for complex or critical customer issues, ensuring timely and satisfactory resolution.
• Coordinate closely with the Production and Logistics departments to manage and track client deliveries, ensuring accurate, on-time fulfillment of orders.
• Communicate proactively with clients regarding order status, potential delays, and delivery schedules.
• Develop and implement effective strategies for the team to achieve ambitious monthly and quarterly sales targets.
• Supervise the team's telesales efforts, monitoring call quality, conversion rates, and client outreach effectiveness.
• Prepare and present performance reports on customer service metrics, delivery efficiency, and sales achievement to senior management.

• Exceptional leadership
• Communication
• Problem-solving
• Organizational skills
• Proven track record of meeting sales targets

• Bachelor's Degree in Business Administration, Sales, Marketing, or a related field.
• Minimum of 5 years of progressive experience in a professional Customer Service role.
• At least 2 years of experience in a supervisory or team lead capacity, managing a customer-facing team.
• Experience in a manufacturing or B2B environment is preferred.
• Experience working in a Paint Manufacturing company is an added advantage, but not a must.