Customer Service Officer Job in Nairob

Deloitte is implementing a supply chain strengthening program in Kenya that involves enhancing and developing people, process, and technology.

We currently have an exciting opportunity for a Customer Service Officer to help in strengthening the organisation’s customer service processes.

The Customer Service Officer based in Nairobi, Kenya will serve as a team member responsible for strengthening customer service processes within a medical supplies agency.

The Customer Service Officer will support the Supply Chain Lead, and the team to successfully execute all activities related to strengthening customer management business processes. This project is fast-paced, dynamic and demanding. Candidates should be able to perform under pressure and be proactive.

Key duties include:

• Perform process reviews, identify and implement improvement opportunities to strengthen medical supplies demand analysis, customer order and complaints management processes
• Develop detailed documentation of processes, activities, tasks, roles & responsibilities, and software requirements
• Develop training material on Customer Service policies, processes, and procedures
• Support Supply Chain Lead and other supply chain advisors during engagement with stakeholders to strengthen customer service as an integrated part of the supply chain strengthening

Required qualifications include:

• Subject matter expertise and experience in customer service including demand analysis, forecasting, customer order and complaints management
• Knowledge and experience in developing process flow diagrams using tools such as Visio
• Development of standard operating procedures and organizational policies and tools
• Team player
• Advanced skills in writing and communication.
• Minimum five years experience and proven track record in customer service optimisation, preferably with health supply chains
• Experience in an ERP implementation is desirable
• Masters degree in related field is required
• Candidate must be proactive and be able to seek information, evaluate processes, provide concise recommendations and implement solutions in a fast-paced setting
• Strong experience in technical writing and communication is an added advantage

Deloitte seeks to recruit well qualified personnel for an ongoing USAID-funded medical supply chain project.

Interested persons should submit a CV and cover letter in Microsoft Word format within 10 days of this publication to info@kspkenya.com. Subject line of: “Customer Service Officer”.

Only shortlisted candidates will be contacted.

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