Customer (Supplier) Support Associate - 6 month term

Assent empowers manufacturers and distributors with the intelligence to build sustainable products, meet global compliance requirements and drive better business outcomes. At the center of our offering is the Assent Network, the industrys most complete Product Intelligence Network, bringing together trusted parts and supplier intelligence, advanced AI and deep regulatory expertise to help organizations identify risk, make informed decisions and stay ahead of evolving requirements.

Position

Customer (Supplier) Support Associate - 6 month term

• Job Type Contract , Full Time , Onsite
• Qualification BA/BSc/HND
• Experience 1 - 2 years
• Location Eldoret
• Job Field Customer Care, Success and Service

Position Summary

• The Supplier (Customer) Support Associate will report to the Manager, Supplier Support. The Supplier Support Associate will support the Supplier Support team in obtaining declarations and other important information from non-responsive suppliers in our client’s supply chains.

Key Requirements and Responsibilities

• Communicate with suppliers through a multi channel approach including emails, chats and conference calls to gather compliance information, assist with compliance requests, and confirm quality of the documents provided
• Work directly with top-tier suppliers to be a valuable resource to help them respond to their compliance requests
• Handle emails and chats from suppliers to help them troubleshoot, navigate their compliance requests by providing a positive experience
• Engage with unresponsive suppliers through a multi channel approach including emails, chats and conference calls, supplier education and webinar invites
• Language support may be required to help with internal translations, hosting webinars, and joining prospect calls with the Sales team
• Work closely with Program Success team to strategize on the best approach for new customers, client campaigns and supplier issues
• Validate and ensure Quality Assurance for compliance data provided by our suppliers
• Act as a peer mentor to Supplier Support Agents as required
• Keep up to date with new regulations and changes in Assent’s products to become an expert in your field

Qualifications

• We strongly value your talent, energy and passion. It will also be valuable to Assent if you have the following qualifications:
• Excellent verbal and written communication skills, primarily in English, however proficiency in additional languages is required for certain supplier groups
• Bachelor’s Degree/Higher diploma from a recognized learning institution
• 1-2 years related work experience (eg. administration, reporting, research & data, supplier/customer support, call centres)
• Solid ability to manage time effectively and juggle multiple priorities at one time
• Computer proficiency using MS Office Suite and Google Applications, able to leverage all functions proactively to effectively and efficiently
• Self-starter, excellent time management skills and the ability to adhere to assigned deadlines