Customer Service Representative
2025-06-02T09:48:51+00:00
Q-Sourcing Servtec Group
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https://www.qsourcing.com/
FULL_TIME
Kenya
Nairobi
00100
Kenya
Human Services
Customer Service
2025-06-16T17:00:00+00:00
Kenya
8
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
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
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
JOB-683d7383e4cfa
Vacancy title:
Customer Service Representative
[Type: FULL_TIME, Industry: Human Services, Category: Customer Service]
Jobs at:
Q-Sourcing Servtec Group
Deadline of this Job:
Monday, June 16 2025
Duty Station:
Kenya | Nairobi | Kenya
Summary
Date Posted: Monday, June 2 2025, Base Salary: Not Disclosed
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JOB DETAILS:
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
Work Hours: 8
Experience in Months: 60
Level of Education: associate degree
Job application procedure
Interested and qualified? Go to Q-Sourcing Servtec Group on www.qsourcing.com to apply
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