Job at a glance
KEY RESPONSIBLITIES Order Management: Capture orders accurately according to the SOP with minimal errors – 100% of all orders to be captured within 1 hour. Provide accurate order feedback/status response – Confirm order receipt (for orders received via email). Immediately update customer on order status and out-of-stock products included in orders. Pro-actively follow up and coordinate with all relevant departments to ensure timely order fulfillment, address any delays or discrepancies, and provide timely status updates as required.
Communicate timely and clearly with customers/clients to enhance satisfaction throughout the order lifecycle. Tracking and reporting – Generate order reports and maintain accurate trackers to maintain visibility across the order lifecycle. Backorders Management; Update customers/clients 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 CRM system to ensure timely resolution and maintain high levels of customer satisfaction. Weekly and Monthly CRM Reports tracking for both internal and external clients Maintain detailed and accurate records of all customer complaints received on the complaints Customer/Client Relationships; Establish direct channel of contact external customers to develop good working relationships.
Interdepartmental collaboration to ensure seamless order processing and query management. Conduct customer visits and carry out monthly check in calls to maintain strong relationships with customers. KPI Adherence; Compliance with contractual SLA requirements Quality Assurance; Adhere to customer service SOPs and all relevant SOPs. Adhere to all relevant company policies. Filing customer service records.
Filing to be done accurately and on time per client/customer where applicable. Maintain detailed records for audit and analysis. Reports Generate, analyze and present/share reports, e.g., open orders reports, Orders audit reports and Stock reports. Timely and Accurate reports to be shared. Credit Notes Processing; Process financial billing documents (Credit notes and Debit notes Maintenance of environmental management system; Participate in the implementation of departmental and site EMS objectives.
Requirements Bachelor’s Degree or Semi Qualified accountant – CPA Part 11 4.2 Excellent communication Skills (Verbal & Written) and customer service skills. Proficiency in SAP operating system and proficiency in MS Office applications and Business Excellent organizational and time management skills. Ability to pay attention to detail and work within stipulated deadlines. Friendly, Confident and should Observe professionalism.
Problem-solving mindset with a focus on customer satisfaction. Ability to multitask and prioritize in a fast-paced environment. Proven experience in customer service, preferably in logistics, warehousing, or supply chain environment preferably pharmaceutical or consumer healthcare company. Method of Application Interested and qualified? Go to Stratostaff on jobs.stratostaff.co.ke to apply