Customer Service Representative at Q-Sourcing Servtec Group

Full Time
  • Full Time
  • Nairobi, Kenya
  • Attractive Kshs / Month
  • Salary: Attractive

Q-Sourcing Servtec Group

Customer Service Representative

Job Type Full Time

Qualification Diploma

Experience5 years

Location Nairobi

Job Field Customer Care 


Customer Service Representative| 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.

Customer Service Representative |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.

Customer Service Representative | 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.

Customer Service Representative |  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

Customer Service Representative | 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

To apply for this job please visit www.qsourcing.com.

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