Customer Service Agent - Order Management

About the role

Q-Sourcing, a manpower management solutions firm operating in the East African region, is recruiting a Customer Service Agent in Kenya on behalf of its client. The role covers order management and handling customer complaints in line with company policy and standard operating procedures.

Key responsibilities

• Capture orders accurately, confirm receipt, update customers on out-of-stock items and follow up with departments to ensure timely fulfillment
• Manage backorders, keeping customers informed and maintaining accurate records
• Handle customer queries across channels, follow up on CRM logs and prepare weekly and monthly CRM reports
• Maintain detailed records of customer complaints and build good relationships with customers, including monthly check-in calls
• Ensure compliance with contractual SLAs and customer service SOPs
• Generate reports such as open orders, orders audit and stock reports, and process credit and debit notes
• Support environmental and health and safety objectives, including safety audits, risk assessments and PPE use

Required profile

• Bachelor's degree in Business, Logistics, Supply Chain or a related field
• Proven customer service experience, preferably in logistics, warehousing or supply chain; pharmaceutical or consumer healthcare experience preferred
• Excellent verbal and written communication, organization, attention to detail and problem-solving skills

Required skills

• SAP proficiency
• MS Office
• CRM systems