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.

Read more about this company

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.

• 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.
• Update customers promptly on stock availability and status on backorders.
• Maintain an accurate record of customer backorders in the system.
• 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.
• 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.
• Ensure compliance with contractual SLA requirements.
• Adhere to customer service SOPs and all relevant company policies.
• File customer service records accurately and on time per client/customer.
• Generate, analyse, and present reports, including open orders reports, orders audit reports, and stock reports.
• Process financial billing documents (credit notes and debit notes).
• 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.
• 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.
• Perform any other duties as assigned by Management from time to time.

• Excellent communication skills (verbal and written)
• Customer service skills
• Organizational skills
• Time management skills
• Attention to detail
• Ability to work within stipulated deadlines
• Friendly, confident, and professional demeanour
• Problem-solving mindset
• Focus on customer satisfaction
• Ability to multitask
• Ability to prioritize in a fast-paced environment
• High level of integrity
• Professionalism
• Proficiency in SAP operating system
• Proficiency in MS Office applications
• Experience with CRM systems

• Bachelor’s degree in business, Logistics, Supply Chain, or a related field.
• Proven experience in customer service, preferably in logistics, warehousing, or supply chain environment.
• Experience in a pharmaceutical or consumer healthcare company is preferred.