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.

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