JOB TITLE DEPUTY DIRECTOR, CUSTOMER SERVICE – SPECIALIZED
PROGRAMMES
Reports To: DIRECTOR, CUSTOMER SERVICES
Job Purpose: Reporting to the Director Customer Services, the successful
candidate will be responsible for providing HPTs to the Special
Programmes which include procurement, warehousing, and
distribution services.
1. Scope of Work /Duties /Responsibilities
1.1. Developing, implementing and executing customer service strategies
within the institutions.
1.2. Marketing Health Products & Technologies to Special Programmes;
1.3. Managing order placement by Special Programmes;
1.4. Keeping track of sales and selling KEMSA’s products to Special
1.5. Programmes;
1.6. Processing orders and addressing customers queries and complaints from
Institutional health facilities;
1.7. Creating awareness for KEMSA Health Products & Technologies in
Special Programmes;
1.8. Collating and analyzing the business data;
1.9. Communicating customer requirements to internal departments to ensure
that Special Programmes’ needs are met;
1.10. Sensitizing Special Programmes on availability of HPTs;
1.11. Implementing the Authority’s sales and marketing strategies;
1.12. Compiling sales and marketing reports with regard to Special
Programmes;
1.13. Liaising with Special Programmes on medical supply matters to ensure
continued supply of HPTs; and
1.14. Responding to feedback from Health Care personnel involved in drug
management in Special Programmes on product
requirements/performances and service levels.
2. Qualifications
2.1. Bachelor’s degree in any of the following Marketing, Commerce, Pharmacy, or
other business/ Health related field from a recognized institution
2.2. Master’s degree in either Business Administration, Marketing or any other
equivalent qualification from a recognized institution
2.3. Membership to professional body or Association in good standing where
applicable;
2.4. Management Course lasting not less than four (4) weeks from a recognized
institution; and
2.5. Demonstrable understanding of the public sector pharmaceutical market and
how the public health sector supply chain operates;
2.6. Proficiency in use of MS Office applications and ERP platform; and
2.7. Fulfil the requirements of Chapter Six (6) of the Constitution
3. Experience
3.1. A minimum period of ten (10) years in relevant work experience and at least three
(3) years in a Supervisory position in the Public Service or Private Sector.
4. Key Competencies
4.1. Time management
4.2. High integrity
4.3. Good negotiation skills
4.4. Problem-solving skills
4.5. Plan, coordination and organizing skills
4.6. Sound business judgment and decision-making skills
4.7. Ability, be flexible, highly organized, and efficient.
4.8. Communication skills
4.9. Strong interpersonal skills
4.10. Ability to Work Well on a Team but Be Self-Motivated and Independent at
Times
4.11. Service-driven and results oriented
4.12. Social intelligence
Interested candidates are required to submit their duly filled application forms
(available on the KEMSA website: www.kemsa.co.ke/careers ) in either
hard or soft copy formats marked / referenced ‘Job Ref. No KEMSA/CS/2022/004
Application for the Position of Deputy Director, Customer Service; Specialized
Programmes – Kenya Medical Supplies Authority’.
Hard copy applications to be enclosed in plain sealed envelopes marked / referenced
clearly as above. Interested candidates should not indicate their names on the envelope.
Please note that successful candidates will be required to submit certified true
copies of certificates, testimonials, a detailed CV, and MUST fulfill the requirements
of Chapter Six of the Constitution of Kenya 2010 and will be required to attach
copies of the requisite documents during interviews.
Hard Copy Applications can be submitted physically or sent via postal mail and
addressed to:
Chief Executive Officer
Kenya Medical Supplies Authority
Commercial Street Industrial Area
P. O. Box 47715 – 00100
NAIROBI, KENYA
Soft copy applications can be sent via email to [email protected]

Online applications can be submitted via www.careers.kemsa.co.ke
All applications should be submitted and received on or before:
17:00hrs on August 16, 2022.
(No applications submitted after closing date and time will be considered).
Kenya Medical Supplies Authority is an equal opportunity employer.
Female candidates and persons with disabilities (PWDs) are encouraged to apply.
Note, persons with disabilities are required to attach a copy of valid NCPWD membership
card.
Only shortlisted candidates will be contacted.
Here to Serve