Client Relations Officer – Kisumu Branch at Mission for Essential Drugs and Supplies (MEDS)

The position will report to the Branch Manager and will be responsible for establishing, developing, and nurturing lasting relationships with MEDS clients in the Western and Nyanza regions to maintain customer satisfaction, promote revenue growth, and support the organization’s strategic goals, mission, and financial sustainability. 

Job Responsibilities

• Monitor staff productivity in the section to enhance customer satisfaction
• Manage storage of records by maintaining proper accountability for all processed client order files, facilitating archiving, retrieval, and disposal.
• Prepare sectional reports for decision-making
• Coordinate section activities to ensure smooth operations, enhancing customer satisfaction
• Prepare accurate documentation for clients to support decision-making by management, increasing the client database and driving revenue growth.
• Prepare and submit necessary documentation to clients to facilitate informed decisions regarding quotation conversions, enhancing growth and maintaining a competitive advantage.
• Provide technical support for tender items to assist management and clients in making informed decisions, leading to increased revenue.
• Participate in converting quotations into orders to drive business growth.
• Analyse customer requirements and coordinate the process to address them, ensuring timeliness and completeness for customer satisfaction and retention.
• Generate sales leads through customer engagement to foster business development.
• Follow up with key clients to address all account matters, ensuring their satisfaction and retention for enhanced business growth and sustainability.
• Coordinate, analyse, and address client concerns promptly to ensure satisfaction and retention for organizational sustainability.
• Prepare financial expenditure reports, request branch petty cash, and reconcile all transactions to maintain accountability

Qualifications

• Bachelor’s degree in Business Administration or a related field from a recognized institution
• Diploma in Pharmacy/Nursing/Clinical Medicine/Public Health or related field
• Registered or enrolled with relevant professional body
• Minimum five (5) years of relevant experience
• Functional skills; Knowledge of pharmaceutical products and medical supplies, sales and marketing skills, customer care skills, supervisory skills, knowledge of ERP Systems, MS Office Suite Proficiency and telephone etiquette
• Behavioural competencies: Communication skills, Problem-solving skills, Analytical skills, Team Player, high level of integrity, self-driven, keen to details,  interpersonal skills