2. Job Title: Customer Care Assistant
Grade: LWB 8
Department: Finance
Reporting to: Sales and Marketing Officer

Purpose of the Job

The Customer Care Assistant will be responsible for ensuring exceptional customer service and satisfaction for consumers of bottled water products.

Key Duties and Responsibilities

• Welcoming customers as they arrive at the bottling plant and help in selecting and purchasing bottled water products.
• Responding promptly to customer inquiries, complaints, and feedback received in person, via telephone, or through email, always ensuring courteous and professional service.
• Acquiring in-depth knowledge of bottled water products, including their features, benefits, and usage instructions, to effectively address customer questions and concerns.
• Educating customers on the quality, purity, and health benefits of bottled water products to promote sales and consumer confidence.
• Assisting customers in placing orders for bottled water products, processing payments, and arranging for product pickup or delivery as per their preferences
• Coordinating with the sales and logistics team to ensure timely order fulfillment and delivery to customers, resolving any issues or delays that may arise.
• Investigating and resolving customer complaints and issues regarding product quality, delivery discrepancies, billing errors, or other concerns, escalating complex cases to the appropriate officers as needed
• Following up with customers to ensure satisfactory resolution of complaints and to maintain positive relationships with customers.
• Building and maintaining strong relationships with customers by demonstrating empathy, attentiveness, and a willingness to address their needs and preferences.
  Engaging proactively with customers to gather feedback, suggestions, and insights to improve products, services, and the overall customer experience.
• Maintaining accurate records of customer interactions, transactions, and inquiries using CRM software or other tracking systems
• Managing order documents and bank proof of payments for on-site orders and contract sales
• Assisting in the preparation of sales reports, customer feedback summaries, and other administrative tasks as assigned by the Bottling Unit Marketing Officer
• Demonstrating outstanding commitment to service delivery programs of the Board by personally-identifying and reporting water bursts/leakages to customer care division of which verifiable repair records shall be tendered to be used as one of the components for assessment during one’s performance appraisal time.

Minimum Academic and Professional Qualifications and Experience

• Relevant diploma in Marketing, Hospitality or Administration or equivalent qualification. Additional certification or training in customer service is advantageous.
• At least 2 years’ experience in a customer service or retail environment is preferred.
• Excellent communication skills, both verbal and written, with proficiency in English and any other relevant languages spoken in the area
• Strong interpersonal skills, with the ability to build rapport and establish positive relationships with customers.
• Ability to remain calm and composed under pressure, with a customer-centric approach to problem-solving.
• Proficiency in basic computer applications, including Microsoft Office suite and CRM software.
• A positive attitude, a willingness to learn, and a commitment to delivering outstanding customer service.

3. Job Title: Sales Representative
Grade: LWB 8
Department: Finance
Reporting to: Sales and Marketing Officer

Purpose of the Job

To support the Bottling Unit Marketing Officer in identifying and pursuing new sales opportunities, including new markets, distribution channels, and customer segments.

Key Duties and Responsibilities

• Conduct regular follow-up calls and emails to ensure customer satisfaction and identify opportunities for upselling or cross-selling additional products.
• Process customer orders accurately and efficiently, ensuring timely delivery or pickup of products in accordance with customer requirements and company policies.
• Assist in compiling sales data and generating reports to track sales performance, analyze trends, and identify areas for improvement.
• Provide feedback and insights to the Bottling Unit Marketing Officer on sales activities, customer feedback, and market developments to inform strategic decision-making.
• Participate in promotional events, trade shows, and product demonstrations to showcase the bottled water products and generate leads.
• Distribute promotional materials, samples, and product literature to potential customers and partners, creating awareness and interest in the products.
• Support the Marketing officer in managing sales contracts.

Qualifications and Experience:

• Marketing diploma or equivalent qualification. Bachelor’s Degree in Marketing, Business Administration, or a related field is preferred Previous experience in sales, customer service, or a related field.
• Strong communication and interpersonal skills, with the ability to build rapport and establish positive relationships with customers and colleagues.
• Excellent organizational and time management skills, with the ability to prioritize tasks and manage multiple deadlines effectively
• Proficiency in Microsoft Office suite (Word, Excel, PowerPoint) and familiarity with CRM software is desirable.
• A positive attitude, willingness to learn, and a strong commitment to teamwork and collaboration.

4. Job Title: Warehouse Assistant
Grade: LWB 8
Department: Finance
Reporting to: Sales and Marketing Officer

Purpose of the Job

The Warehouse Assistant will be responsible for the smooth operation of the warehouse facility by maintaining accurate inventory records and ensuring efficient warehouse operations.

Key Duties and Responsibilities

• Ensuring timely updating and accurate capturing of inventory records into the accounting system
• Conducting stocktaking and carrying out inventory reconciliations to ensure inventory accuracy.
• Preparing detailed variance reports to identify discrepancies and improve inventory management processes.
• Receiving inventory according to established inventory policies and procedures
• Issue Inventory as per requisitions and maintaining proper documentation.

• Maintaining comprehensive records of stock levels and movements
• Assisting in pre-packing goods to facilitate efficient storage and deliver,
• Inspecting incoming goods for quality and accuracy, reporting any issues to supervisor
• Assisting in maintaining adequate inventory levels to support operational needs while minimizing excess inventory.
• Producing weekly reports summarizing inventory status and operational activities
• Ensuring quality and type of stocks brought in and out of the warehouse to ensure that stocks not meeting the minimum specifications are rejected.
• Supervising temporary laborers to ensure tasks are completed efficiently and accurately.
• Demonstrating outstanding commitment to service delivery programs of the Board by personally identifying and reporting water bursts/leakages to customer care division of which verifiable repair records shall be tendered to be used as one of the components for assessment during one’s performance appraisal time.

Minimum Academic and Professional Qualifications and Experience

• Diploma in Logistics Management from a reputable Institution
• At least two (2) years of working experience in warehouse or inventory management preferred
• Strong attention to detail and organizational skills
• Ability to work effectively in a fast-paced environment.
• Good communication skills and ability to work well within a team.
• Basic computer skills and familiarity with inventory management software is a plus.

5. Job Title: Assistant Procurement Officer
Grade: LWB 6
Department: Finance
Reporting to: Bottling Plant Manager

Purpose of the Job

The Assistant Procurement Officer will be responsible for the management of procurement activities, ensuring adherence to regulations, timely production and documentation, and provision of comprehensive reports to facilitate the smooth procurement process and effective budget utilization.

Key Duties and Responsibilities

• Assisting Procurement Officer in Procurement of Goods, Services, and Works through Request for Quotations (RFQ) procurement method
• Confirming that all procurement activities under RFQ procurement method are approved by the Internal Procurement and Disposal Committee (IPDC) before issuing Local Purchase Orders (LPOs)

• Handing over copies of procurement-related documents to stores for receipt of goods and raising of Goods Received Notes (GRN)
• Ascertaining budget availability for all the goods, works, and services being required.
• Assisting with the inspection of goods to make sure that the incoming goods strictly conform to the prescribed specifications.
• Assisting the Procurement Officer in the preparation of Bid Evaluation Reports
• Following up on unsigned IPDC Minutes
• Assisting the Procurement Officer in the preparation of Bidding Documents following the Public Procurement & Disposal of Assets 2017 Act and Public Procurement Regulations
• Following up on all outstanding procurement activities
• Production of monthly procurement reports before the 15th of the succeeding month
• Keeping /Filing of Procurement related documents

Minimum Academic and Professional Qualifications and Experience

• Bachelor’s Degree in Procurement, Supply Chain Management or related field and MIPS membership.
• At least 3 years’ experience in a similar job
• Proficient in RFQ methods, budget management, and compliance with procurement laws
• Skilled in preparing procurement documentation.
• Strong organizational, communication, and ethical skills with public sector procurement experience preferred

LWB is an equal opportunity employer. Therefore, both male and female persons who meet the prerequisite qualifications and experience are encouraged to apply.

Interested persons should submit their application with up-to-date detailed curriculum vitae, to reach the undersigned not later than the 30th April, 2024.

The Chief Executive Officer,
Lilongwe Water Board
P.O BOX 96
Lilongwe.

All late applications shall not be considered and only shortlisted candidates will be acknowledged.