Job Purpose
This position is responsible for optimizing order management processes to deliver exceptional customer satisfaction at competitive costs. You will collaborate closely with other departments and manage a team while ensuring efficient order fulfillment.
Key Duties/Responsibilities:
Order Management:
Ensure accurate order entry, efficient shipment tracking, and timely product delivery.
Prioritize conflicting demands among orders, customer needs, inventory, and delivery schedules to provide the best customer experience.
Track orders until delivery, maintain backorder and open order files, and lead weekly meetings to update stakeholders on order status and challenges.
Pricing and Support:
Collaborate with the sales team to gather market information for price determination.
Maintain and compare product line price lists to market and competitor pricing. Ensure adherence to the price list by the sales team.
Approve price requests and manage vendor support files for all branches.
Work with the sales and finance teams to determine and manage vendor support for quotes with varying Incoterms.
Customer Service:
Act as the primary customer liaison, ensuring effective communication and understanding customer needs.
Manage customer escalations effectively, providing timely resolutions and follow-ups on claims.
Logistics and Documentation:
Ensure all documentation meets regulatory requirements before processing shipments and deliveries.
Ensure warehouse logistics comply with local laws and regulations.
Maintain weekly stock movement analysis for all branches and product lines.
Process pre-shipment and post-shipment documentation, book shipments, and obtain necessary support documents to achieve On-Time-In-Full (OTIF) goals.
Communication and Reporting:
Communicate proactively with customers about shipping updates, lead time changes, and other relevant issues.
Collaborate with the compliance team to ensure orders meet regulatory requirements.
Coordinate logistics plans to ensure timely and accurate deliveries.
Work with the finance department for timely supplier payments and costing sheet approvals.
Compile and submit reports, paperwork, and records to stakeholders.
Key Results Areas:
High-quality customer service operation
Efficient order management processes
Cost management through improved order accuracy, reduced cycle times, and better fill rates
Effective cross-functional collaboration
Timely and accurate reporting
Qualifications, Knowledge, and Experience:
Master’s degree in Business Administration/Supply Chain or equivalent with 3 years of experience (OR) Bachelor’s degree in Business Administration/Supply Chain with 7 years of experience, 3 of which in a managerial role.
Demonstrated experience with ERP systems
Advanced proficiency in MS Office Suite with data analysis skills
Key Competencies:
Strong leadership, decision-making, and problem-solving skills
Commercial awareness with strong planning, organization, and budgeting skills
Excellent attention to detail, efficiency, and ability to multi-task, prioritize, and manage projects
Strong teamwork and “get things done” attitude
Commitment to exceeding customer expectations and achieving results
Focus on continuous improvement
Excellent communication across all levels
Ability to build strong relationships with internal and external stakeholders
High integrity, ethics, and confidentiality
Apply via :
crescent-africa.co.ke
