Hilda Okoth Email and Phone Number

I was responsible for customer service, warehouse operations and distribution across East Africa.

Spearheaded customer operations and distribution while serving as key supply chain partner for cluster and country teams to ensure attainment of the average monthly targets.Managed the customer relationship on an operational basis, understanding customer requirements and marketing strategies. I was responsible for delivery of products across Indian Ocean Islands, Somalis, Southern Africa Area and East Africa based on optimum cost and timing Achievements & Key Responsibilities1. Achieved and maintained a customer satisfaction rating of 98% for three years running2. ISO certification (Quality Management Systems) ambassador for supply chain with zero audit control issues in 2018 and 2019.3. Value Stream Mapping lead for supply chain, supporting in loss identification and driving solutions to hit savings target of GBP 500K for 2019.4. Managed 2019 transition of customer services processes to regional office in the UK, while maintaining shipments and deliveries locally with zero out of stock incidences.5. Delivered 15 new products in market between 2016 and 2019 at least one week before target launch times, with zero product and material write offs for exiting SKUs.6. Developed a strong partnership with the end markets by managing and understanding the end markets expectations, strategic direction, decision makers, influencers and potential stumbling blocks and close interaction with Area commercial teams7. Participated in the Area Demand Review meetings as part of the Supply and Operations process (consolidated and evaluated KPI’s, initiated short- and long-term improvements plans, analysed end markets volume variations and sensitivities) and provided a valid input in the operations and supply meetings.8. Key Supply Chain contact for commercial on New Product execution, worked with all the relevant parties and provided input into business cases and enabled supply readiness of new products.

Managed wrapping material inventory and ensured resources were consistent with production schedules for 17markets supplied by hub factory. I worked closely with both local and international suppliers to ensure delivery of material orders within agreed timelines. Key resource for commercial  and finance teams in managing materials for new product introduction and operations working capitalAchievements & Key achievements:1. Supported Materials Requirements Planning (MRP) optimization project and achieved optimal materials durations from 88 days to 75 days.2. Simplified an excel tracking tool for materials supplied by international suppliers, improving monitoring of consignments at risk, and reducing cases of out of stock by 15%3. Achieved International and Local supplier On Time in Full (OTIF) score for delivery of wrapping materials of 95 % against target of 90% within 6 months in the role. This was achieved through close collaboration and robust monthly supplier review sessions4. Managed 2014 transition of wrapping materials planning duties to regional office in the UK, while maintaining factory materials supply, with zero machine stoppages during the change period5. Built strong rapport with Kenya Revenue Authority and supported the business during the transition of stamps ordering process from manual to online with zero out of stock instances recorded during the change period.6. Established plans for raw material requirements (wrapping materials and leaf) that support finished goods production plans for the 17 markets being supplied by hub factory.7. Analyzed customer demand and formulated production plans to meet the requirements whilst determining optimal safety stock at factory level.8. Analysed Material Requirement Planning system report output on a weekly basis, and reviewed action messages and ensured stability on material requirements and no adverse changes on material schedules that effected production plan

As a Customer Service and Distribution Executive, I was the Key Supply chain contact for customers, managing customer supply requirements while working closely with commercial and finance to ensure no out of stock in the marketAchievements & Key Achievements:1. Revamped the customer complaints tracking, compensation and reporting process, improving the closure turnaround from 30 days to 14 days2. Supported successful transition of Customer Service and Distribution processes to an external service provider, with zero out of stock/missed shipments recorded during the change period3. Simplified commercial reporting process, giving the business room for quicker decision making4. Order Management that included receiving orders from customers through fax, email or sales representatives and ensured they had been approved by the customer.5. Accurately keyed in orders in JDE sales order processing and checked for stock availability and credit hold.6. Communicated credit hold to account receivables for action, stock outs to demand or warehouse and informed customers on any held order status.7. Followed up to ensure all orders are shipped and invoices printed in shortest time. If there were stock outs, informed customers on expected availability date.8. Prepared documentation needed to pass non-stock credit noted that were required by the customers and validated stock returns from customer by completing Authority for stock return where applicable.

Supported the field sales team by ensuring all customer queries were addressed within the shortest time possible. Offered after-sales support to Airtel clients across the country while keeping accurate records of all discussions and correspondence for future referenceKey Responsibilities:1. Communicated courteously with customers on telephone, email, letters and face-to-face.2. Provided help and advice to customers using Airtel products and services.3. Handled customer complaints and provided follow up for issues raised by clients.4. Kept accurate record of discussions or correspondence with customers.5. Determined the level of customer service the organization was providing through solicited feedback, surveys and questionnaires.6. Developed customer service procedures, policies and standards for Airtel, for improvement in customer service.