Customer Service Center / Order Processing Advisor at Chemonics International Inc

Job Title: Customer Service Center / Order Processing (CSC) Advisor

Reporting to: Distribution Center Logistics Director

Principal Duties and Responsibilities

The Customer Service Center / Order Processing (CSC) Advisor will support in-country technical assistance for GHSC-PSM in Zambia for improved warehousing, inventory management, and distribution of public health commodities for the central medical stores, Medical Stores Limited (MSL), the Ministry of Health (MOH), and the Government of the Republic of Zambia (GRZ). The CSC Advisor will be responsible for implementing technical activities for order review/analysis, order processing, customer relations, product master data management, and coordination with eLMIS stakeholders.

Specific Tasks

Technical Implementation

• Provide technical assistance for the review of incoming orders for data quality and anomalies, and support communication with customers via call center and other means;
• Provide coordination with USG implementing partners for order inquiries;
• Explore use of dashboards and analytics tools (such as Power BI or excel tools) to support order review and processing;
• Advise MSL on development and implementation of Standard Operating Procedures (SOPs) for order review, order processing, and master data management;
• Advise MSL on delivery schedule based on resources, demand patterns, and geography;
• Provide technical assistance for master data management and facility master data list management;
• Provide technical advice for Warehouse Management System (WMS) activities and support conversion of orders in eLMIS to picks in WMS, to include automation efforts. Collaborate with eLMIS implementing partner in improving system operations for order processing;
• Provide technical assistance on the collection of emergency orders / self-pick-up, as needed;
• Spearhead development of tools to support data analysis and reduce manual efforts;
• Promote technical assistance for MSL to meet international standards and practices for pharmaceutical warehouses, such as guidelines of the World Health Organization;
• Advise MSL on performance management and process improvement activities.

Management

• Supervise the specialists and/or officers under his/her responsibility, develop roles and responsibilities, design and monitor professional development plans, conduct annual performance appraisals, develop SMART goals and periodically monitor progress towards objectives;
• Provide input into development and management of annual work plans and budgets for distribution center logistics based on GRZ and USG priorities;
• Provide input into scopes of work for short-term technical assistance (STTA). Coordinate with technical consultants and review associated outcomes and deliverables to ensure quality and timely submission to the client;
• Represent PSM project at various technical meetings with collaborating partners, senior government officials, and/or donor agencies;
• Ensure that staff understand and adhere to established policies and procedures. Support quick and just resolution of any disciplinary issues that arise;
• Verify that USAID regulations, Chemonics policies, and quality management best practices are enforced consistently;
• Exhibit Chemonics values and build culture of “Living our Values” within the team;
• Carry out additional responsibilities as may be assigned from time to time in consultation with the Director of Distribution Center Logistics.

Minimum Education Qualifications, Experience and Competencies

• Bachelor’s degree in supply chain management, logistics, or a related field required; Master’s or other advanced degree preferred;
• Minimum seven (7) years of experience working in supply chain management;
• Experience providing technical assistance for management of public sector health commodities;
•  Knowledge of USAID funding and its contractual and reporting requirements preferred;
• Strong data analytics skills using tools such as MS excel, MS access, and Power BI;
• Strong project management skills and leadership and motivational abilities;
• Strong written and oral communication skills;
•  Excellent problem solving and decision-making skills;
•  Written and spoken English proficiency.

Location of Assignment

• The location of assignment is Lusaka, Zambia with intermittent travel throughout the country

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