Assistant Customer Service Manager at National Drug Service Organization (NDSO)

VACANCY
National Drug Service Organization (NDSO)

Job Title: Assistant Customer Service Manager

Summary of the Job Description:

The Assistant Customer Service Manager is responsible for managing ARVs, contraceptives, nutritional and TB commodities. This includes receiving Ministry of Health requirements through the Supply Chain Management Department, ensuring the preparation of quotations, receipt of purchase orders, overseeing the receipt of commodities including conversion of stock, facilitating invoicing, and compiling monthly stock status reports in collaboration with relevant departments.

In addition, the role entails supervising Customer Service Consultants in both Category A and B sections, coordinating and organizing activities within the Customer Service Department, and promoting the organization’s services to both existing and potential customers.

Supervision of the Customer Service Consultant:

• Supervise the Customer Service Consultant on day to day activities.
• Make work plans for the Customer Service Consultant.
• Carryout the quarterly Performance Appraisal of the Customer Service Consultant as per NDSO Performance Management System.

List of Duties:

• Participate in the quantification and supply plan review meetings of the ARV’s, Contraceptives, Nutritional and TB commodities with Supply Chain Management Directorate and relevant Stakeholders.
• Avail the required commodity list that is duly authorized by the General Manager to the Procurement Department to formally initiate the procurement cycle upon receipt of an official request from the Ministry of Health (MoH)
• Upon receipt of an official request from the Ministry of Health for UNICEF vaccine prepayments and UNFPA Contraceptives prepayments, verify funds availability at NDSO and secure the necessary authorizations. Subsequently, lead the quotation preparation and monitor the process until a Purchase Order is issued to NDSO. Finally, track the contraceptives receipt and also Vaccine Arrival Report from the MoH and ensure their timely integration into the Warehouse Management System (WMS) to facilitate prompt invoicing.
• Lead the preparation of quotations for other Category A commodities, ensure timely submission to the SCMD and further follow up the purchase orders until the commodities have been invoiced.
• Prepare and present the stock status of Category A commodities except for Laboratory on monthly basis to the Supply Chain Management Department and relevant Stakeholders.
• Represent the Organization in any meetings within Ministry of Health regarding the Category A commodities including those that are Donor funded.
• Notify the General Manager and the Customer Service Manager of inventory requiring immediate intervention, specifically overstocked commodities at risk of expiry and products at risk of stock out.
• Spearhead the processing of handling fee quotations for Category A commodities warehoused at NDSO, where procurement is funded by development partners rather than the Ministry of Health.
• Prepare NDSO annual delivery schedule
• Ensure the availability of a Customer Visit Schedule and its monthly implementation by the Customer Service Consultants, and conduct quarterly Customer Visits aimed at identifying customers’ needs and strengthening customer relationships.
• Follow up that the raised issues from the Customer Visits are addressed and further consolidate the findings to the Customer Service Manager for reporting in the Executive Committee meetings.
• Develop and ensure the implementation of annual work plans for Customer Service Consultants, and conduct quarterly performance appraisals.
• Prepare, coordinate, and participate in the annual NDSO Customer Meetings and the Customer Satisfaction Surveys to gather relevant information with the objective of improving service delivery.
• Oversee the correct usage of query and complaints register and ensure closure of non-conformances and application of CAPA (Corrective and Preventative Action) to the responsible Customer Service Consultant.
• Carryout post-delivery feedback weekly to gather Customer’s opinion regarding the deliveries for sharing with Management Committee and ensure that feedback is provided to the Customers where necessary.
• Conduct weekly post-delivery feedback activities to gather customers’ opinions on deliveries, share the feedback with the Management Committee, and ensure that responses are provided to customers where necessary.
• Participate in the monthly Management Committee activities
• Any other duties, work related, that the Customer Service Manager may assign from time to time.

Required Minimum Qualifications:

• Degree in Pharmacy or Equivalent Qualification
  Or
• Diploma in Pharmacy or Equivalent qualification plus Five years’ experience in the relevant field

Required Minimum Experience: Five Years Working Experience

Performance Standards:

• Annual Work Plans
• Quarterly Performance Appraisals.
• Monthly Stock Status Reports
• Closure of the Non-Conformances Report

How to Apply:

• Visit NDSO website at www.ndso.org.ls
• Register and apply for the position on the recruitment portal under the vacancies
• Attach all relevant documents
• Send a copy of your CV to: hr@ndso.org.ls
• Applicants who have not applied through the system will not be shortlisted
• Only shortlisted applicants will be contacted.

The closing date for applications is Thursday 2nd April 2026.

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