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Manage overall client communication for processed orders – Act as the main point of contact between the Operations team and clients, ensuring all updates, queries, and concerns are addressed promptly and professionally.
Liaise with Sales, Production, and Supply Chain departments – Work closely with internal teams to ensure smooth order processing and timely delivery, while maintaining alignment with client requirements.
Escalate client issues to relevant departments – Identify and escalate operational or service-related challenges to the right teams for quick and effective resolution.
Oversee order distribution to departments – Ensure all incoming orders are accurately assigned to the correct departments for processing, tracking, and delivery.
Prepare operational reports and dashboards – Compile and analyze operational data to create reports and visual dashboards that support decision-making and performance tracking.
Manage the after-sales department – Oversee after-sales activities to ensure clients receive continuous support, issue resolution, and a positive post-purchase experience.
Update and chair Work-In-Progress (WIP) meetings – Lead regular operational meetings to track progress, address challenges, and align team priorities.
Undertake other assigned duties – Support the operations team and management by taking on additional responsibilities as needed to meet business goals.
Requirements
Qualifications:
Diploma or Bachelor’s degree in Business Administration, Customer Service, Operations Management, or related field.
Minimum 3 years’ experience in customer service, operations, or a related role.
Must have attained a minimum grade of B- (minus) in KCSE (Form 4).
Proficiency in MS Office Suite (Excel, Word, PowerPoint).
Experience in preparing reports and dashboards is an added advantage.
Soft Skills:
Excellent communication and interpersonal skills.
Strong problem-solving and conflict-resolution abilities.
High attention to detail and accuracy.
Ability to work under pressure and meet deadlines.
Strong organizational and multitasking skills.
Customer-focused mindset with a proactive approach.
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