Customer Service Intern at Medecins Sans Frontieres (MSF)

Key learning areas

I have arranged the tasks and responsibilities provided below into a structured format, maintaining the exact wording without any changes or omissions.

Tasks & Responsibilities

• Under the supervision of the CSO, inform the missions on order status, claims, and non-conformities where applicable.
• Ensure ERP system data accuracy and proper documentation.
• Immediately inform the Supply Chain Manager of any problems arising in the course of learning Customer Service tasks that will affect the operations.
• Under the support of the Customer Service officer, receive, check, and screen internal requests and client draft POs/RFQs.
• Do checks if the correct order authorisation process is followed before processing the order.
• Support the CSO, to timely process the regional mission orders and ensure ORC sharing with the mission for validation.
• Under the guidance of the CSO, create Order Request Confirmation [ORC] and communicate to the client to get authorisation to procure.
• Share validated client Purchasing Order (PO’s) based on ORC with the Purchasing Officer to process a the supplier Purchase Order (PO).
• Under the guidance of the CSO, learn the SOP process of receiving, checking, and screening all international order request.
• Follow up with missions to clarify the order needs before confirming the orders.
• Learn and understand the use of the Dossier Analysis Tool, check the OP for the ordered articles if there are stock for pick & pack, and when replenishment orders will take place.
• Understand how the Procurement department works to interpret the stock balances while validating mission orders to avoid stockouts.
• Understand how the MSF Regulatory Affairs SharePoint works, and how to check specific country constraints based on the received orders (OP’s)
• Understand how to check the dashboard on a daily basis for any new orders that are in the pipeline for on-time processing.
• Learn the purchase order process and assist in the continuous processing of purchase orders and update ERP order status.
• Under the guidance of the Procurement Manager, follow up with the suppliers for the pending orders and back orders.
• Collaborate with relevant internal departments and ensure on-time information sharing for effective and efficient service delivery to the missions with the support of the CSO and Supply Chain Manager.
• Support and learn how to accurately, and on-time archiving of the supply operations documents related to the order process (POs, RFQs, and email communications)
• Learn and understand project management to lead and finalize the Paperless project before the end of the Internship period.
• Education: Bachelor’s degree/Diploma and specialization in Business Administration, Logistics/Supply Chain or related field, having graduated not more than six (6) months.
• Communication: Strong interpersonal and communication skills.
• Technology: Computer literacy.
• Quality: Attention to detail and accuracy.
• Collaboration: Ability to work independently and as a member of a team.
• Language: Proficiency in written and spoken English and Swahili.
• Requirement: Write a discovery report/feedback at the end of the internship period.

Key Competencies

• Attention to detail
• Organization and record-keeping
• Integrity and confidentiality
• Ability to follow procedures and instructions
• Teamwork and accountability