PROJECT BACKGROUND
The Partnership for Supply Chain Management (PSCM) is implementing the Supply Chain Management System (SCMS) project for the U.S. Agency for International Development (USAID) as part of the President’s Emergency Plan for AIDS Relief (PEPFAR). SCMS strengthens or establishes secure, reliable, cost-effective, and sustainable supply chains capable of meeting the care and treatment needs of people living with and affected by HIV/AIDS. In coordination with in-country and international partners, SCMS assists programs to enhance their supply-chain capacity; ensure that accurate supply-chain information is collected, shared, and used; and provide quality, affordable, health care products to those who need them. PFSCM is based the Project Management Office (PMO) in Rosslyn, VA; Management Sciences for Health is a subcontractor on SCMS responsible for field office operation in Haiti.
Fonctions
Overall Responsibility:
The Customer Services Logistics Associate (CSLA) supports the objectives of the data unit and the entire SCMS project by improving communication between SCMS and its partners and clients using established tools that gauge client needs, reporting them to the appropriate units and ensuring proper and timely follow-up of issues with the ultimate goal of keeping SCMS clients satisfied while helping the project meet its objectives.
The CSLA will be in charge of collection of any complaints from sites with internet connection or not , escalating and disseminating those complaints reports at different levels of decision making at SCMS and revert to them within the appropriate lead time with an update on the pending issues.
With efficiency and customer service as a priority, the CSLA acts as the key liaison between the external partners at the clinical sites and internally to the SCMS supply chain management and the support sections. S/he acts as first point of contact for the PEPFAR sites about information gathering related to sites complaints related to the HIV/AIDS laboratory and pharmaceutical commodities management through an internet based platform (ht-assistance) or after sites visits from the distribution agents and supply chain monitors. S/he takes initiative to ensure that SCMS’ always appears to be proactively resolving supply chain issues to the complete satisfaction of the external clients.
While this position reports to the M&E Manager, the CSLA, due to his/her integral importance to the project’s success, closely works with and coordinates with the deputy project directors and the entire SCMS team as required.
1. Develop, organize and maintain an updated list of all site and network contacts per category (manager, logistics, lab, pharmacy, etc.)
2. Manage the call center and keep in constant contact with all sites using developed communication tools to ensure that site needs are met in terms of commodities availability and technical assistance; all feedback from sites should be recorded in a registry to ensure timely follow-up.
3. Working with the M&E Manager, develop and conduct client satisfaction surveys using developed questionnaires.
4. Positively and proactively solve problems for networks and sites via phone (and email); and provide follow-up on all communications regarding the SCMS program.
5. Alert all networks of close-to-expiry and slow-moving products as they arise, and following up with their needs in support of the warehouse.
6. Work with the data management unit to follow-up with requests/complaints logged through the SCMS ht-assistance@ht.pfscm.org mailbox.
7. Working with the M&E Manager develop a weekly analytical report of all sites contacted (needs and outcome) for the supervisor.
8. Assist the two Deputy Directors & M&E Manager to inform agendas for SCMS/networks coordination meetings by providing information about issues that need to be addressed.
9. Attend meetings related to distribution where employee’s unique perspective can contribute to effective planning.
10. Demonstrate a high level of integrity and demonstrate MSH/SCMS policies and values
11. Perform any other task related to this position as asked by supervisor.
Qualifications Requises
- Diploma in post-secondary studies
- Two to four years of experience in customer service/care
- Excellent oral and written communication and interpersonal skills
- Proven analytical and problem solving skills
- Proven computer skills (Excel, PowerPoint, Internet research, etc.)
- A self-starter able to work with minimal supervision and to meet deadlines without prompting
- Team player able to work with people of various backgrounds
- Fluent in Haitian Creole and French. English proficiency is beneficial
Conditions de travail
NOTES
Please note this is a local position paid in local currency according to MSH-Haiti Salary Scale.
No allowances will be permitted under this position.
POSITION : Customer Services Logistics Associate
REPORTS TO : Monitoring & Evaluation Advisor
LOCATION : Port-au-Prince, Haiti
SUPERVISES : None
BAND: E
