Job Title: Customer Service & Back-Office Assistant

Location: Kampala

AREAS OF RESPONSIBILITY / TASK

1. Orders:

• Print and log orders received.
• Follow up on orders with the sales team using the tracking form and distribution plan.
• Manage emails related to orders.
• Vet orders based on guidelines provided by the sales team, filtering duplicate invoices.
• Coordinate vehicle logistics for both branch and HQ trucks for loading dates.

2. Freezer Management:

• Prepare freezer requisitions for freezers required by the sales team.
• Follow up with the Finance & Admin Officer to ensure timely delivery of freezers to Uganda.

3. Route Processing:

• Plan routes for local deliveries in Kampala.
• Generate and print route lists and supporting loading sheets.
• File route documents and credit notes.

4. Customer Service Management:

• Oversee walk-in and function clients.
• Attend to walk-in customers, ensuring order processing is completed.
• Ensure customers make payment ahead of order fulfillment.
• Handle function orders, emphasizing accuracy in order specification for invoice processing and timely delivery.
• Maintain an up-to-date database of customer contacts.
• Print and log orders received through email and phone.
• Call office customers for order replenishment.
• Achieve seamless and timely deliveries through proper route planning.
• Collaborate with the DE, Sales, and Route Planning teams to ensure undelivered goods are scheduled for subsequent deliveries.
• Prepare the previous day’s incidents/occurrences report.
• Attach returns notifications to invoices of their respective outlets.
• Assist in confirming LPO details against their invoices.

4. Reporting and Filing:

• Compile a list of outlets that missed certain products due to stockouts.
• Follow up on stock availability with the office administrator.
• Coordinate account unblocking with the credit department at the head office.
• File invoices, route plans, loading sheets, sales return forms, and freezer collection forms.

JOB SPECIFICATIONS

1. Key Competencies:
   • Strong technical skills.
   • Effective verbal and written communication skills.
   • High speed and accuracy in data input.
2. Academic / Professional Background:
   • Degree in business management or customer service.
   • Proficiency in MS Office packages.
3. Work Experience:
   • At least one year’s experience in customer service.
4. Leadership Experience:
   • None.
5. Decision-Making Authority:
   • Ability to set priorities, identify, and address problems.