Kenya
TECHNICAL CUSTOMER SERVICE AND LOGISTICS COORDINATION SUPERVISOR
Industry:
Sales & Customer Service
Career level:
Mid-level
Employment type:
Full time
Job location:
Kenya, Nairobi
Salary offered
Negotiable
Requirements
Education:
Bachelor's Degree
Experience:
2-5 years
Languages:
English, Swahili
Driving license:
No
Job role
Job Summary
Our client is a global healthcare technology innovator. They are looking for a Technical Service and Logistics Coordination Supervisor accomplishes department objectives and sustains customer satisfaction by providing supervision of the Technical Service Coordination team ensuring a high level of quality for service activity: supervision of all day-to-day activities from coordination of service requests, quotes, spare parts shipment and delivery, scheduling dispatch of Field Service Engineering.
Minimum Qualification: Bachelor
Experience Level: Mid level
Experience Length: 5 years
Job Description/Requirements
Job Responsibilities:
• Supervise the daily operations of the team and allocation of work ensuring that all activities occur on-time and prioritized in an orderly, efficient and effective manner
• Establish and evaluate individual goals, track team and individual performance, drive their achievement, organize performance reviews
• Manage and tune key performance indicators
• Act as a point of escalation for the team, resolve actions that are not progressing on target
• Monitor personally the handling of critical cases and escalate as appropriate
• Contribute to case handling as appropriated
• Establish and maintain interdepartmental communications among Customer Care organization and other appropriate departments to ensure a good cohesion of the team within the organization
• Cooperate with local and regional TS, FSE, FAS, workshop teams to ensure a good coordination of activities between departments in order to maintain customer satisfaction
• In relation to the Field Service Engineering team support, ensure the team are familiar with territories. Oversee allocation of Work Orders to the correct FSE & ensure effectiveness of coordinating effective travel schedules on direct market
• Collaborate with channel partners and regional service managers for timely parts delivery on indirect markets
• Identify, develop and implement improvements to support processes and procedures in alignment with EMEA/Global Technical Support Organizations
• Work on cross-functional teams and as needed Kaizen events
• Operate within the parameters of the Quality Management System procedures and DBS system
Training Responsibilities:
• Complete all assigned and required training satisfactorily and on time
• Ensure your associates attend and complete all required trainings satisfactorily and on time.
MINIMUM REQUIREMENTS:
• Bachelor’s degree or a Master’s degree in business or related field
• 5+ years of experience with 2 years of Customer Service/Support experience position in either healthcare, logistics or freight forwarding industry
• Knowledge of SAP (or similar ERP System) and CRM system (preferably Salesforce)
• Knowledge and application of commercial computer application packages (MS Office, etc.)
• International trade rules knowledge (incoterm, custom…)
• Continuously strive to enhance knowledge and skills, sharing experience with others
• Proven experience of operational and team leadership
• Work independently in a structured manner with the ability to prioritize critical tasks
• Excellent written and verbal communication skills
• Comfortable with ambiguity and able to positively cope with change, able to lead and mentor the team
• Able to follow complex processes, to proactively analyze situations and propose appropriate actions
• Able to build a collaborative work relationship with different groups within the organization
• Thrives in a dynamic and fast-paced environment
• Dedication to customers and service
• Coach and support new team members to become effective in role
• Fluent English (written and oral) is required (additional languages would be an advantage –French, Italian, German, Russian, Spanish, Portuguese, Polish)
Benefits
Company background
About us
BrighterMonday is East Africa’s #1 job website
Founded in Kenya in 2006 and operating in all East African markets, BrighterMonday is committed to the goal of maximizing the opportunities for East Africa’s job seekers and employers.
BrighterMonday forms part of the investment portfolio of Ringier One Africa Media
