• Customer retention through effective communication and ensuring excellent service. • Facilitating small retailer empowerment through provision of goods on credit and following up on repayments. • Managing cross-functional teams through coordination of Market Developers and drivers to ensure customers receive satisfactory service.• Driving key KPIs like Mobile Application adoption, customer retention, reduction in cancellations, customer satisfaction, customer reactivation and Value Added Services.• Managing customer refund process and customer complaints on damaged goods and other inefficiencies.• Analyzing market trends to ensure emerging customer service needs are exceeded.• Ensuring all on demand goods are available at the warehouse at all times through collaboration with the warehouse team.• Informing all customers on all new product availability to enhance their product knowledge.• Troubleshooting issues relating to order placement on the mobile application and resolving non-technical issues.• Collaborating with the Area Manager in establishing new customer focused KPIs over time• Assist the market developers to convert potential leads into sales though calls and bulk SMS to prospects.

• Planning of routes for purposes of dispatching drivers according to schedule.• Coordinating and communicating with sales agents and drivers in regard to delivery timelines with the goal of ensuring customer satisfaction.• Ensuring all items scheduled for delivery within the day reach the customers and any unavoidable reschedules are dispatched the next day in good time.• Conduct online fleet tracking on a daily basis to ensure adherence to route plans and timely delivery.• Ensuring driver ledgers balance at the end of each day by reconciling variances.• Ensuring 100% completion of sales to meet customer demand by encouraging boot sale by drivers for orders not collected.• Daily vehicle inspection and update of checklist.

• Sourced for supplies, primarily building and construction materials for delivery to customers.• Negotiated best prices for the supplies ensuring the company obtains optimal profit.• Coordinated transportation of supplies to buyers including fleet scheduling and managing truck drivers.• Prepared and managed supply contracts with clients.• Facilitated the repair and maintenance of trucks by purchasing spare parts and ensuring delivery to point of breakdown.• Organized for proper storage of truck spare parts in the company storage room.• Oversaw fuel costing for trucks and maintaining database.

• Assisted in preparing Banking Facility Letters.• Handled checking of customer credit card limits for approval for loans.• Assisted in processing of mortgages.• Ensuring safe custody of security documents in the vault• Credit risk analysis

• Oversaw dispatch of merchandise to G4S for delivery to other G4S outlets and Mpesa Shops.• Maintained a database of various distributors of company merchandise.• Maintained communication and close relationship with distributors.• Interacted with the youth on various social media platforms about the psychological issues they face and compiling of data for action by counselling team.