CUSTOMER SERVICE REPRESENTATIVE

JOB TITLE: CUSTOMER SERVICE REPRESENTATIVE [6 MONTHS

CONTRACT]

About This Job:

Q-Sourcing

Limited trading as Q-Sourcing Servtec is a manpower management solutions firm

operating in the East African Region in the countries of Uganda, Kenya,

Tanzania, Rwanda, and South Sudan.

On behalf of

our client, we are looking for a competent, skilled, and experiencedCustomer Service Representative to work in Nairobi, Kenya

Job Summary

Sustain

the client’s image and reputation and maintaining an excellent relationship

with its customers Ensuring accurate orders processing, efficient shipments

tracking and timely delivery to customers as per the client’s standards to meet

the targets and customers satisfaction. Responding to customers’ requests,

overcoming their obstacles and provide first level services. Controlling the

execution process by working closely with Sales, Production Planning,

Marketing, Logistics, Affiliates, Documentation and other concerned

departments. Monitoring and controlling customers’ shipments to facilitate any

difficulties within the delivery cycle, including managing related claims and

complaints. Following up the shipments with all service providers, customs

brokers and any other concerned party. Supporting the management, SBU and the

client’s strategies, act according to the client’s values and mission.

DUTIES & RESPONSIBILITIES:

Order

Management

• E-business
• Promote

e-Commerce to the customers and meets the utilization targets

• Pre-Order

Management and Order Entry

• Review

and validate the sales offer and customer confirmed purchase order

• Check

and ensure a good standing financial status before creating/releasing the

orders.

• Monitor

unblocking process by interacting with Sales according to MAS.

• Create/Release

Sales orders according to customer purchase order as per the sales

confirmation, and fulfil the order requirements.

• Scheduling

the orders based on customers’ requests and materials availability"

·Order

Fulfilment

• Create

outbound delivery and shipment in a timely manner and schedule them to be

delivered as confirmed.

• Nominate

the shipments to the service providers based on the given allocation from

logistics.

• Sending

the nominations to service providers and affiliates.

• Fulfil

the outbound delivery and/or shipment of any required data such as the reason

of delay

• Ensure

closing the orders in SAP properly and on time.

Documentation.

• Responsible

of the execution of providing all direct orders (except LC orders) documents.

Printing Commercial invoice, confirming B/Ls, printing Certificate of Analysis

(supplying if not in the SAP data), providing packing list, Certificate of

Origin (COA) and marine insurance, creating Producer Certificate (COP)

• Confirming

and following all STO orders B/L drafts, making necessary corrections.

• Responsible

for providing soft copies of the LC orders to CS Team and following the LC

processes with HQ Documentation Department.

• Responsible

for providing the marine insurance for KSA, EU, or America origin orders by

working with HQ Documentation Department.

Shipment

Monitoring

• Following

up the shipments with concerns until delivering the orders to the customers on

time.

• Monitor

logistics performance to ensure delivering the shipments in a good conditions

and as per the client’s standards to avoid customer complaints.

• Investigate

in case of shipment delay, update SAP with the applicable reason of delay, and

report the delay to the concerns parties.

• Managing

claims related to delayed shipments, detentions, demurrage, damages and/or any

incident.

• Reporting

any failure, incident or performance issue from service providers to the

concerns of the logistics and safety Classification: Confidential.

• Reporting
• Prepare

and submit day-to-day operations and performance reports

• Issuing

special reports based on the request of CS Manager and others.

General Tasks

• Respond

to customers’ requests and communicate in a professional way with a customer

oriented style to maintain excellent relationship

• Verify

and investigate complaints and claims form customer, service providers,

affiliates or any other parties.

• Report

any interruptions that would disrupt or delay the work or the deliveries to the

customers and resolve them or propose appropriate solutions

• Responsible

for orders system related issues

• Responsible

for quality notifications assigned to customer service, investigate and update

the notification with the resolution and feedback.

• Handling

the approved compensation in SAP for any justified complaints.

• Execute

diversions and returns process if necessary.

• Execute

credit or debit notes if necessary and approved.

• Support

the business by issuing free sample orders once approved

• Maintain

SAP mater data for the customers

• Resolve

Data Quality and Mirror Plant related issues

• Partly

responsible for Customer Satisfaction (NPS)

• Provide

suggested solutions in case of operational interruptions and approve or

escalate solution to the Management

• Issuing

SAP repeat agreements for contractual and non-contractual customers.

• Extract

the orders list from SAP for repeat calculations and creating repeat credit

notes based on the approved figures

• Participate

in meetings and projects on demand

• Commit to the

client’s and department policies and procedures

KNOWLEDGE,

SKILLS, AND EXPERIENCE:

• Good

command of the English Language.

• Degree

or Diploma with over 5 years relevant working experience

• Experience

with SAP or related ERP Customer Service Training and Certification

Interested

and qualified applicants should submit their applications through the link

below.

Note:

Only shortlisted applicants will be

contacted.

Q-SOURCING SERVTEC IS AN EQUAL

OPPORTUNITY EMPLOYER. ANY SOLICITATION WILL LEAD TO DISQUALIFICATION.

Requirements

Good

command of the English Language.

• Degree

or Diploma with over 5 years relevant working experience

• Experience

with SAP or related ERP Customer Service Training and Certification

Interested

and qualified applicants should submit their applications through the link

below.