CUSTOMER SERVICE REPRESENTATIVE
CUSTOMER SERVICE REPRESENTATIVE
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Job Description
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
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.
Employment Type
Full Time
