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 experienced
Customer 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