Q-Sourcing Servtec Group is a global management consulting firm that helps people make significant improvements to their business performance and realize their most important career goals.
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Customer Service Representative
- Job TypeFull Time
- QualificationBA/BSc/HND , Diploma
- Experience5 years
- LocationNairobi
- Job FieldCustomer Care 
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
Method of Application Interested and qualified? Go to Q-Sourcing Servtec Group on www.qsourcing.com to apply
