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Customer Service Coordinator Job in Kenya

Job Title: Customer Service Coordinator

Reporting to: Consumer Testing Services Business Manager

Primary Responsibilities:

  • Act as a liaison between clients and the laboratory through seamless coordination of laboratory testing activities and clients specific needs in order to maintain high customer satisfaction.
  • Communicate client expectations to the commercial testing laboratory and follow through to ensure the promised timelines are achieved. Individual will assist with the processing of samples and will work closely with the laboratory staff.
  • Manage test requests at onset to ensure expeditious processing by laboratory operations.
  • Process test documentation provided by the lab at completion of process for final reporting and certifications.
  • Work proactively and relentlessly to meet customer needs and/or address customer complaints in an efficient manner.

Specific Responsibilities:
  • Upon receipt of signed quote, or contract, ensure contract review process is duly followed and track status of assigned jobs from sample receipt to final reporting.
  • Act as the voice-of-the-customer in the lab and ensure that all client requests for information pertaining to analytical testing are met in a timely and effective manner and records of this activity clearly maintained.
  • Respond to clients enquiries (phone, web, e-mail enquiries) and ensure information is provided that exceed client expectations.
  • Ensure all sample/documentation/methodology related issues are resolved with the client prior to booking the sample(s) for testing.
  • Review compendium and client methods in conjunction with appropriate lab analysts to document timelines, supplies and sample amount required prior to issuing quotes or confirmation.
  • Where involved, comply with regulatory requirements to support GMP, GLP & ISO standards.
  • Pursue each outstanding client need (open quotations, service requests, etc.) until fully closed.
  • Take an active role in cultivating long-term relationships with the clients and record all clients enquiries/satisfaction level for periodic review.
  • Develop and maintain tracking and performance tools to inform the laboratory operations and the management of the effectiveness of the lab operations.
  • Develop effective communication methods with the department heads to discuss performance, successes, concerns and challenges in meeting due dates.
  • Manage project scope & prevent project scope creep by addressing customer concerns in time and escalate as needed.
  • Send weekly reports to Management on Key Performance Indicators (KPI) on delivery timelines.
  • Maintain revenue/order and account highlight tracking and be able to forecast monthly revenue for select major clients when requested
  • Support collection efforts to meet DSO targets
  • At all times, comply with the Company’s Code of Integrity and Professional Conduct and Health and Safety rules.

  • Degree in Chemistry, BioChemistry, Food Technology or related science
  • At least 3 years experience working as a scientist/analyst in a commercial lab environment or equivalent
  • At least 2 years experience in a customer service position — preferred.
  • Knowledge of Regulatory Affairs and International CODEX, ISO requirements in testing consumer products.

If you meet the above requirements, send in your CV and day time telephone contact to: latest by 9th October 2013.

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