We are seeking an Order Processing Specialist to join our team in Nairobi, Kenya. This role will support our operations across East Africa, ensuring efficient and effective management of customer orders and logistics.

Your Role

• Magic happens when you bring great people together!
• Order Management: Oversee the entire order process from entry to shipment, ensuring seamless execution.
• Performance Tracking: Monitor service related KPIs and conduct root cause analysis.
• Reporting: Communicate key KPIs to customers and participate in SIM meetings.
• SLA Compliance: Ensure and customize compliance with service level agreements.
• Customer Liaison: Serve as the Single Point of Contact (SPOC) for customers, forwarding their feedback to internal teams.
• Documentation Preparation: Prepare necessary documents for customers, including Certificates of Origin and export documents.
• Information Management: Ensure effective information flow regarding lead times, delays, stock availability, and logistics requests.
• Order Validation: Validate technical and sales orders for accuracy.
• Urgent Requests: Handle urgent requests, returns, and quality follow-ups.
• Support & Improvement: Support the Customer Care Center (CCC) and Business Unit (BU) while participating in continuous improvement initiatives.
• Claims Management: Address customer claim requests.
• Customer Engagement: Participate in customer visits and consultations to understand their logistics needs and expectations.

Qualifications

• Bachelor’s degree in a relevant field such as Supply Chain Management, Electrical Engineering, Business Administration, or a related discipline.
• Technical Skills: Knowledge of SAP or other ERP systems is highly advantageous.
• Familiarity with order processing systems and tools.
• 3-5 years of experience in order processing, sales administration, or a related role.
• Experience in a global or matrix organization, understanding the complexities of working across different regions and time zones.
• Strong verbal and written communication skills to effectively interact with customers and internal teams.
• Ability to analyze data and track key performance indicators (KPIs) related to order processing and service levels.
• Strong problem-solving skills to address and resolve order-related issues.
• Excellent customer service attitude and the ability to interact with customers professionally.
• Experience in handling customer complaints and providing effective solutions.
• Strong planning and organizing skills to manage multiple tasks and priorities.
• Efficient time management to balance various responsibilities and meet deadlines.
• Ability to build and maintain effective relationships with colleagues, customers, and stakeholders.
• Strong networking skills to collaborate with different teams and departments.
• Flexibility to adapt to changing business needs and environments.
• Willingness to participate in continuous improvement initiatives and propose new ideas.
• Experience in coordinating with international teams and managing cross-functional projects