Job Purpose

• To effectively carry out order management activities and manage customer complaints in line with company policy and standard operating procedures.

Key Responsibilities

Order Management

• Capture orders accurately according to SOPs with minimal errors.
• Provide accurate order feedback and status responses, confirming order receipt and updating customers on out-of-stock products.
• Proactively follow up and coordinate with all relevant departments to ensure timely order fulfilment and address any delays or discrepancies.
• Communicate timely and clearly with customers to enhance satisfaction throughout the order lifecycle.
• Generate order reports and maintain accurate trackers to maintain visibility across the order lifecycle.

Backorders Management

• Update customers promptly on stock availability and status on backorders.
• Maintain an accurate record of customer backorders in the system.

Query Management

• Manage customer queries across multiple channels in a timely and professional manner.
• Manage and follow up on queries logged on the CRM system to ensure timely resolution.
• Prepare weekly and monthly CRM reports for both internal and external clients.
• Maintain detailed and accurate records of all customer complaints received on the complaints log.

Customer/Client Relationships

• Establish direct channels of contact with customers to develop good working relationships.
• Collaborate with other departments to ensure seamless order processing and query management.
• Conduct customer visits and carry out monthly check-in calls to maintain strong relationships.

KPI Adherence

• Ensure compliance with contractual SLA requirements.

Quality Assurance

• Adhere to customer service SOPs and all relevant company policies.
• File customer service records accurately and on time per client/customer.

Reports and Credit Notes Processing

• Generate, analyse, and present reports, including open orders reports, orders audit reports, and stock reports.
• Process financial billing documents (credit notes and debit notes).

Environmental Management

• Participate in the implementation of departmental and site EMS objectives.
• Support business EMS objectives through responsible resource usage and waste management.
• Ensure accurate reporting of environmental data and compliance with sustainability targets.

Health & Safety Management

• Ensure full compliance with the Occupational Health and Safety Act (OHS Act 2007 – Kenya), company SHE policies, and all relevant safety regulations.
• Take part in safety audits, risk assessments, and drills to proactively identify and mitigate workplace hazards.
• Participate in safety training programs and enforce the use of Personal Protective Equipment (PPE).
• Maintain accurate safety records and monitor key safety performance indicators.

Other Duties

• Perform any other duties as assigned by Management from time to time.

Qualification and Experience

Education

• Bachelor’s degree in business, Logistics, Supply Chain, or a related field.

Experience

• Proven experience in customer service, preferably in logistics, warehousing, or supply chain environment.
• Experience in a pharmaceutical or consumer healthcare company is preferred.

Technical Skills

• Proficiency in SAP operating system.
• Proficiency in MS Office applications.
• Experience with CRM systems.

Core Competencies

• Excellent communication skills (verbal and written) and customer service skills.
• Excellent organizational and time management skills.
• Strong attention to detail and ability to work within stipulated deadlines.
• Friendly, confident, and professional demeanour.
• Problem-solving mindset with a focus on customer satisfaction.
• Ability to multitask and prioritize in a fast-paced environment.
• High level of integrity and professionalism.