Job Overview

• Job Title: Storefront Desk Officer
• Department: Corporate Store
• Duty Station: Nairobi, Kenya, with the option to travel within assigned locations.
• Reports To: Corporate Store Manager

Job Purpose

As a front desk person, you will be responsible for coordinating sales in the store, managing customer relationships by regularly contacting customers for feedback, managing the online Point of Sales system, ensuring there is enough stock available, and ensuring the store is clean and tidy. You will help ensure that the Jibu brand is well-known in your territory, create a good customer experience for the customers, and work with the rest of the store team to ensure customer orders are fulfilled.

As a front desk person, we will train you in our brand, sales and operations and equip you with the necessary materials to do your job – we need you to be a hard worker, be willing to learn, and have a “never give up” attitude. You will represent Jibu in a professional manner and we expect you to be a problem solver, proactive communicator, and have an ownership mentality about the tasks assigned to you.

Duties & Responsibilities

• Coordinating in-store sales from walk-in customers, as well as outgoing orders to retailers or business customers
• Ensuring excellent in-store customer experience
• Inputting all sales accurately into the online Point of Sales system on a daily basis
• Managing customer relationships by contacting customers regularly to understand their experience and feedback
• Sharing customer feedback with store manager to develop strategies to address and implement these
• Physical inspection of all stock to ensure good quality
• Ensure store is clean, tidy, and products are presented according to Jibu standards
• Coordinate cleaning of franchise premises
• Capturing all data from sales and production teams in order to reconcile production with sales
• Manage inventory and assets
• Manage customer comments and complaint forms
• Coordinating delivery schedules
• Execution of sales and marketing activities in your territory
• Direct field sales to customers including households, businesses and retailers
• Coordinate with the rest of the store team to ensure customers receive orders
• Promoting brand awareness in your territory
• Provide feedback to store manager about results of sales and marketing activities, customer feedback, and growth opportunities for the store
• Customer outreach and education about Jibu water and our products
• Manage customer relationships, including visits to their homes or workplaces to gather feedback and strengthen the bond
• Preparing regular reports, including sales and marketing, inventory and expenses reports
• Manage customer databases, ensuring they are complete and updated

Supervision Received: This position works highly autonomously and reports directly to the Corporate Store Manager.

Direct Reports: None

Qualifications

• Have direct (field) sales experience, preferably for a FMCG (fast moving consumer good) company
• Have experience in customer-facing roles (direct sales, customer service) and know how to ensure an exceptional customer experience
• Be able to speak good English and fluent Luganda
• Have good interpersonal skills; you are pro-active, enjoy talking to people from different backgrounds, enjoy meeting new people and developing relationships with them
• Have a strong desire for learning
• Have a “never give up” attitude
• Be proficient in Microsoft Office, particularly Word, Excel and PowerPoint
• Be comfortable with financial calculation and analysis
• Be pro-active, quick to think of solutions to problems and try them out
• Be organized and able to develop and work according to a plan
• Be able to influence team members to do what is required
• Be able to represent the Jibu brand to external stakeholders (visitors, potential investors, etc.)

Required Skills

• Pro-active, quick to think of solutions to problems and try them out
• Excellent interpersonal skills
• Exceptional customer service skills
• Organized and able to develop and work according to a plan
• Excellent communication skills – clear written and verbal communication
• Ability to influence team members who may be more senior in age to do what is required
• Able to provide positive and constructive feedback to team members in order to motivate them and keep them on track
• Able to represent the Jibu brand to external stakeholders (visitors, potential investors, etc.)