Customer Service Officer at Nutri K Limited

OVERAL MISSION

General objective 

The Customer Service Representative serves as the primary point of contact for customers, including NGOs, government agencies, distributors, and healthcare providers, regarding RUTF products.

This role is crucial in ensuring customer satisfaction, building strong relationships, and facilitating the efficient distribution of life-saving nutritional products. The representative will handle inquiries, process orders, and follow up schedule of shipment to ensure that orders and ensures that delivery plans are adhered to while keeping the clients informed about the schedules, all while adhering to the company\'s ethical standards.

RESPONSABILITIES AND TASKS

Customer Interaction & Order processing:

• Respond promptly and professionally to customer inquiries via phone, email, and in person.
• Provide accurate and detailed information about Nutrik products.
• Build and maintain strong relationships with key customers, including NGOs, government agencies & local customers.
• Coordinate with the production and logistics teams to ensure timely order fulfillment and delivery.
• Handle and resolve customer complaints and issues efficiently and effectively.
• Proactively follow up with customers to ensure satisfaction and address any concerns.
• Receive and process customer orders accurately and efficiently.
• Maintain accurate records of customer orders, inquiries, and interactions.
• Provide order status updates and tracking information to customers.
• Manage documentation related to export when needed.
• Assist in the creation of customer facing documents.

Data Management and Reporting:

• Maintain accurate customer records and update customer databases.
• Generate reports on customer interactions, order status, and customer satisfaction.
• Provide feedback to the line manager on customer needs and concerns.
• Track and report on customer feedback.

Compliance and Ethical Conduct:

• Adhere to all company policies and procedures, including quality and safety standards.
• Comply with all relevant regulatory requirements and ethical guidelines.
• Maintain confidentiality of customer information.
• Ensure all customer interactions align with the companies mission to combat malnutrition and ensure Nutritional Autonomy for all.

REQUIERED SKILLS

• Language skills: English.
• Education degree: Bachelor\'s degree or equivalent in a related field (e.g., business administration, nutrition, public health)..
• Work experience: Minimum 3 years’ experience in customer service, preferably in the food or pharmaceutical industry.

Other required skills. 

• Proven experience in customer service, preferably in the food or pharmaceutical industry.
• Excellent communication and interpersonal skills.
• Strong problem-solving and conflict resolution abilities.
• Ability to work independently and as part of a team.
• Proficiency in computer applications, Microsoft Office Suite.
• Strong organizational and time-management skills.
• Knowledge of RUTF products and the nutritional needs of malnourished populations is a plus.
• Knowledge of export documentation is a plus.