Background: The Procurement and Supply Management project will be the primary vehicle through which USAID will 1) procure and provide health commodities, 2) provide technical assistance to improve partner countries’ management of the supply chain, and 3) collaborate with key international stakeholders to support global health initiatives. The Haiti office will work under two of the project’s task orders (HIV/AIDS and Population and Reproductive Health) to provide commodities and supply chain technical assistance.

Position Purpose:
The Customer Service Assistant (CSA) supports the objectives of the data unit and the entire PSM project by helping to improve communication between PSM 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 PSM clients satisfied while helping the project meet its objectives.

The CSA will be in charge of collection of any complaints from sites via e-mail or phone calls, escalating and disseminating those complaints reports at different levels of decision making at PSM and revert to them within the appropriate lead time with an update on the pending issues in accordance with the Procedure Operational Standard.

Under the direction of the SDS Manager and with efficiency and customer service as a priority, the CSA acts as a liaison between the sites and the PSM 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 and Population and Reproductive Health, through an internet based platform (psmhaitiassistance) or after each regular distribution by 3PL and Data Validation in health facilities.

While this position reports to the Service Delivery Manager, the CSA, due it his/her integral importance to the project’s success, closely works with and coordinates with the entire PSM team as required.

Tasks:
Specific tasks to be completed under this SOW are as follows:
1. Assist the Service Delivery manager to keep an updated list of all site and network contacts per category (manager, logistics, lab, pharmacy, FP 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. Assist the Service Delivery Manager in conducting client satisfaction surveys using developed questionnaires.
4. Positively and proactively help solve problems for networks and sites via phone (and e-mail); provide follow-up on all communications regarding the PSM 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 psmhaitiassistance@ghsc-psm.org mailbox.
7. Assist the Service Delivery Manager to provide a weekly analytical report of all sites contacted (needs and outcome) to supervisor.
8. Assist the Service Delivery Manager to inform agendas for PSM/networks coordination meetings by providing information about issues that need to be addressed.
9. Attend meetings related to distribution where employee’s perspective can contribute to effective planning.
10. Demonstrate a high level of integrity and demonstrate GHSC-PSM policies and values
11. Perform any other task related to this position as asked by Supervisor.

• Technical Diploma in computer sciences or related field
• Three years of experience in customer service/care
• Fluent in Haitian Creole and French. English proficiency is beneficial.
• Excellent oral and written communication and interpersonal skills
• Excellent 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 and be flexible in terms of changing priorities and deadlines.
• Team player able to work with people of various backgrounds

Merci de preciser le titre du poste dans le sujet de l'email (Customer Service Assistant)