Customer Service Specialist

About the role

• Customer Service- Kenya & East Africa is responsible for managing customer orders, coordinating shipments, handling customer inquiries, and ensuring a high level of customer satisfaction throughout the order-to-delivery process for Kenya & East Africa region.
• The person serves as the primary point of contact for customers, sales teams, logistics partners, and internal departments. The role focuses on processing orders, coordinating deliveries, managing shipping documentation, resolving customer issues, and ensuring efficient communication across the supply chain.

How you will contribute

Order Management

• Enter and process customer orders accurately in the system.
• Monitor and follow up on open orders.
• Coordinate the delivery process from order receipt to final shipment.
• Keep customers and sales teams informed about order status and delivery schedules.

Customer Service & Communication

• Respond promptly to customer inquiries via phone and email.
• Act as the Single Point of Contact (SPOC) for assigned customers.
• Provide information regarding products, services, shipment status, and order progress.
• Build and maintain strong customer relationships.

Logistics and Shipment Coordination

• Organize and monitor shipments with logistics providers.
• Ensure accuracy of shipping and customs documentation.
• Coordinate deliveries, receipts, and inventory movements across branches.
• Follow up on inbound shipments and customer call-offs within agreed timelines.
• Experience in customer service, logistics, shipping documentation, customs, or order management.
• Knowledge of supply chain and international shipment processes is advantageous.
• Proficiency in MS Office applications.
• Experience with ERP systems such as SAP is preferred.
• Strong administrative and documentation skills