Deadline of this Job: 16 August 2022
JOB DETAILS:
Deputy Director, Customer Service Institutional HPT Supplies
Job Ref. No KEMSA/CS/2022/003
Scope of Work /Duties /Responsibilities
• Developing, implementing and executing customer service strategies within the institutions.
• Marketing Health Products & Technologies to Institutional health facilities;
• Keeping track of orders and selling KEMSA’s products to the Institutional health facilities;
• Processing orders and addressing customers queries and complaints from Institutional health facilities;
• Creating awareness for KEMSA Health Products & Technologies in Institutional health facilities;
• Collating and analyzing the business data;
• Communicating customer requirements to internal departments to ensure that Institutional health facilities’ needs are met;
• Sensitizing Institutional health facilities on availability of HPTs;
• Compiling sales and marketing reports;
• Liaising with Institutional health facilities medical supply matters to ensure continued supply of HPTs; and
• Responding to feedback from Health Care personnel involved in drug management in Institutional Health Facilities on product requirements/performances and service levels.
• Following up on payments for sales already made.
• Conducting and obtaining market intelligence and penetration of new/emerging markets
• Relaying relevant quality related information to QA Manager.
• Providing the relevant accurate input into the demand forecasting process to ensure optimal inventory availability at all times.
• Ensuring that the correct mix of stock is maintained at customer facilities to meet patient needs.
• Establishing and maintain good relationships with the entire clientele
Qualifications
• Bachelor’s degree in any of the following Marketing, Commerce, Pharmacy, or other business/ Health related field from a recognized institution
• Master’s degree in either Business Administration, Marketing or any other equivalent qualification from a recognized institution
• Membership to professional body or Association in good standing where applicable;
• Management Course lasting not less than four (4) weeks from a recognized institution; and
• Demonstrable understanding of the public sector pharmaceutical market and how the public health sector supply chain operates;
• Proficiency in use of MS Office applications and ERP platform; and
• Fulfil the requirements of Chapter Six (6) of the Constitution
Experience
• A minimum period of ten (10) years in relevant work experience and at least three (3) years in a Supervisory position in the Public Service or Private Sector.
Deadline of this Job: 16 August 2022
JOB DETAILS: Client Service Consultant (Branch) (OMAO)
Job Description
1. Provides telephonic and face-to-face service to customers and intermediaries.
2. Delivers on daily production standards and adheres to service and quality standards.
3. Adheres to business process and compliance rules.
4. Entry level with less product and process knowledge than the Senior Consultant.
5. Technical knowledge is limited to few processes and or products.
Deadline of this Job: 06 August 2022
JOB DETAILS: The Customer Reporting Support will be responsible for the development and implementation of the customer reporting processes and standardization for GlobalConnect customers, providing service consultants and customers with regular reporting and analysis, additionally understanding customer and Service Consultants requirements and participate in cross functional teams for analysis of issues.
Key responsibilities:
• Reporting to the Manager; Customer Interface, The Individual will be accountable for achieving the following objectives:
• Produce monthly SLA reports intended for customers and service consultants as directed and required.
• Identify, service improvement initiatives with defined and measurable KPI’s.
• Develop and enhance customer dashboards and automated reports.
• Engage with BI team to drive automation and value-added reporting for internal & external consumption.
• Coordinate with vendor and SLA Manager to drive internal service improvement initiatives including measurement of improvement as well as identifying key areas for improvement and consistent monitoring to ensure improvement areas have been achieved.
Key Deliverables:
• Report KPI achievements for operational KPI’s.
• Analysis of reports and provide insights to project management and business.
Education:
• Minimum, an Academic Degree in (Information Technology, Computer Science/Business).
• Fluent in English and language of country preferable.
Education & Experience:
• Minimum, an Academic Degree in (Engineering/Computer Science/Business).
• Fluent in English and language of country preferable.
• At least 5 years’ experience in a customer reporting role.
• Experience in global/multinational enterprise, coupled with working in emerging markets.
• Proven track record of business improvement & reporting .
Competencies:
• Proactive and ability to take and steer initiatives and strategies.
• Excellent Interpersonal, analytical, and technical skills.
• Excellent organizational skills and attention to detail.
• Ability to adapt to changing requirements of business and staff members.
• Excellent time management skills with a proven ability to meet deadlines.
• Strong analytical and problem-solving skills.
• Excellent oral and writing skills.
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