• About Easy Solar

Easy Solar is a West African company transforming the way households and businesses live, work and play; by making high-quality energy products affordable and accessible. Our market ranges from off or partial grid households and businesses to customers looking to supplement their energy needs. Easy Solar distributes a range of solar products, appliances and complementary lifestyle products, while providing customers with consumer-financing solutions through mobile technology. The technology enables customers to make small payments over time until they own the product outright. Sales are done through our ever-expanding network of agents and shops across the country.

Easy Solar is currently operational in Sierra Leone and Liberia, and our products and services have reached over 720,000 people since launching operations in 2016.

• The Position

Easy Solar is recruiting a dynamic, well-organized and experienced Shop Coordinator for our shops Nationwide. The job of the Shop Coordinator is to ensure ALL customers and potential customers who come in contact with an Easy Solar Shop (or Staff/Brand Ambassadors under their supervision), are satisfied. The Shop Coordinator will report directly to the Territory Sales Manager.

• Responsibilities and KPIs

Sales and Customer Interaction

• Serve as brand custodian of the Shop, ensuring the brand promise of quality, affordability, accessibility and customer service is always maintained to the highest level
• Provide customers with accurate and complete information about Easy Solar’s products, promotions and services
• Ensure customer enquiries and concerns are documented, addressed & resolved. If queries are unable to be resolved, issues are escalated to the line manager in a reasonable time frame
• Regularly follow up on leads/prospects generated by Brand Ambassadors (BA’s) and ensure conversion into sales.
• Ensure all customer leads and registration are done according to Know Your Customer (KYC) policy. This includes accurately collect and input customer’s data into sales CRM and ensure that all documentation related to the sale is properly filled out and/or collected (Government ID, customer agreement etc)
• Guide and serve Easy Solar customers along the final steps before the hand-over of their products (incl. the customer qualifications check, the signing of the contract, and arranging the installation appointment)
• Ensure that all customer are trained on the appropriate use of products, product specifications, warranty and warranty process and how to make payment via mobile money

Shop Team Management

• Hold daily meetings at the shop to discuss performance against targets; and provide well documented weekly reports to TSM on gaps, challenges and trends.
• Ensure BA’s are mapped into zones within the Shop locations to ensure total sales representation and penetration
• 100% responsible for managing the performance of the Shop Assistant and Brand Ambassadors at the Easy Solar Shop; ensuring that the monthly and quarterly target, goals and objectives are achieved
• Serve as a leader by example, constantly exemplifying and re-echoing the mission, vision and values of Easy Solar to all shop team members; and ensure that all internal policies and operational procedures are adhered to at all times .
• Recruit, provide recurring refresher training and mentoring of Brand Ambassadors to boost individual and team performance.
• Ensure that all BAs documentation are submitted to the the sale support department, and ensure to notify sales support department of inactive BAs
• Follow up to confirm that BAs receive their weekly and/or monthly commission/allowances on time, and report any discrepancies to sales support department
• Ensure that the shop has 1 or more installers, and submit installation list to sales support for processing of payments

Cash Collection / Remittance

• Ensure that receipt is provided for all cash payments collected from customers, and that all cash collected is properly recorded in ledgers for accountability
• Ensure that cash collected from customers is remitted daily through authorized Easy Solar Bank account or mobile money account.
• Ensure that shop has a zero balance at the end of each day and/or before the start of daily operations

Marketing and Brand Awareness

• Develop and design marketing activities and activations for the shop and submit with budget to the territory sales manager for submission to the marketing team
• Leading at least one shop marketing activation or outreach per week
• Track leads and conversion rates from shop marketing activation and submit timely report to the marketing team
• Ensure that all leads collected by the shop team (BAs and Shop Assistant) are prospected and logged into sales CRM (ex Angaza).
• Ensure consistent application of the brand identity at the shop and that the shop has the right branded materials and collaterals (ie posters, fliers etc). Flag any gaps to the marketing team.
• Remain externally focused: Keep an eye on competition and gather inteligence to provide concrete reports articulating Easy Solar’s comparative advantage/disadvantage. Proactively inform your leadership team and take measures to ensure Easy Solar remains a paramount brand name for solar and life-improving products in the area of the shop.

After Sales and Portfolio Management

• Have a thorough knowledge of level 1 troubleshooting and ensure that all faulty products collected and/or brought to the shop has undergone level 1 troubleshooting; and in the event that level 1 troubleshooting has not resolved the issue, the proper after sales documentations are provided and products sent to after sales center with the specified SLA.

• Resolve customer issues, escalated by the customer care teams and provide adequate support to customers as it relates to product delivery, training on how to use and make payments, installation, after-sales warranty issues and/or KYC issues.

• Ensure that you work with your shop team to establish clear expectations and processes to resolve all customer issues within 24 hours and also provide the right documentation on issues of after sales affecting the shop
• Routine calls and visitation to customers ensuring that payments are made on time and that issues of after sales are resolved within the SLA
• Ensure that the shop maintains a healthy portfolio (PAR-30) of below 5%
• Repossess all products in credit default ( 90+ days late late) and communicate all repossession to the after sales team

Operational and Inventory Management

• Ensure that the shop is open on time, and always open during operational hours
• Ensure that the shop is compliant with all legal requirements (business registration, tax clearance, city permits etc)
• Ensure that the shop is cleaned thoroughly before the start of daily operations
• Send timely product requests to the line manager and/or operations department via whatsapp channels.
• Day-to-day monitoring of stock inventory
• Ensure that incoming and outgoing stock are properly documented and that the stock transfer process is fully adhered to at all times
• Conduct routine weekly, monthly and quarterly stock counts and/or audits; and ensure that documentation is sent to the operations department
• Ensure stock irregularities in the shop are detected and reported on a timely basis

Desired Skills and Experience

• Bachelor’s Degree (preferably a business/management degree)
• Minimum of 2 years work experience in a customer service related field

• Strong customer service orientation
• Strong organizational skills
• Fluency in English and Colloquia; local dialect skills are desirable
• Excellent communication skills and strong service orientation
• Dynamic, target-driven and highly motivated self-starter that possesses a hands-on approach and social competencies for teamwork and management
• Must be a resident of the respective county or area of the shop
• Female candidates are strongly encouraged to apply

What we offer

• A very attractive, performance-based, remuneration with benefits.

• Plenty of opportunities to grow within the company and take management positions
• The opportunity to take part in one of Liberia’s most exciting entrepreneurial companies that has a strong commitment to outstanding customer service, user-friendly, high-quality life-changing devices and environmental sustainability
• Frequent coaching and training
• The opportunity to work closely with a young, international, tech-driven team of renewable energy enthusiasts

We encourage those residing in Kakata to apply.Click the apply button below to apply.