Reports to: Retail Head
Department: Retail
Location: Eldoret/ Kisumu
Job Purpose

To promptly respond to retail customer’s inquiries, handle complaints, troubleshoot problems, provide information, maintain client compliant database.
Ensure presence on the shop floor and manage the employee direct reporting (Supervisors, Sale team & General helpers).

Job Responsibility and Accountability

To promptly respond to retail customer’s inquiries, handle complaints, troubleshoot problems, provide information, maintain client compliant database.
Ensure presence on the shop floor and manage the employee direct reporting (Supervisors, Sale team & General helpers)

Accountabilities 

Schedule daily operations-prepare a schedule of activities in the branch and allocate tasks to the team. Ensure presentation and visual merchandising (Display) of showroom as per the required standards.
Ensure Showroom is fully stocked with required stocks. Ensure that all POPs are in place and pricing completed.
Follow up those customers are promptly attended to on arrival in the showroom. Assist Sales Persons in closing the sale.
Carry out product discounting in conjunction with Orion guidelines.
Ensure Credit Notes are correctly processed in accordance with set guidelines.
Ensure all Gate Passes, LTO, Stock Movements are correctly processed in accordance with Procedures. Follow up on Consignments.
Prepare Manual Delivery Notes and reports to Management.
Manage stocks in liaison with the Stores & Dispatch Supervisor/Stores Assistant.
Follow up with Transport Coordinator to ensure all deliveries are carried out as scheduled.
Resolve conflicts- looks after the problems faced by the staff and resolves any conflicts that may hamper the functioning of the branch.
Ensure all staff are trained as per the training calendar. Ensure discipline is maintained by the Showroom team.
Ensure staff presentation is smart and formal attire is adhered to.
Ensure breaks by staff are taken in an orderly fashion and timings are adhered to.
Responsible for staff leave management

Qualification

A Minimum qualification of a degree in Sales & Marketing, Public relations or Customer service or any business-related course is required.

Experience and Key Skills

At least 5 years’ experience in sales or marketing, customer care from a service industry back ground in a retail supervisory or management position.
Excellent personal presentation and telephone etiquette.
Proficient in relevant computer applications.
Excellent people /customer service skills.
Excellent Report writing skills.
Excellent interpersonal skills.
Excellent communication skills both verbal and written.
Good problem analysis and solving skills.
Good listening skills.
Computer skills.
Good organizational skills.