Customer Service Representative at Morsan HR Consulting

Our client, a well-established company in the FMCG industry, is seeking to hire a Customer Service Representative (CSR) who will serve as the frontline link between the company and its customers. The CSR will be responsible for managing the full customer order lifecycle — from order intake and product inquiries to delivery coordination, complaint handling, and after-sales service. The ideal candidate will be customer-obsessed, highly organized, tech-savvy, and capable of multitasking in a fast-paced environment with high transaction volumes.

Key Responsibilities:

• Order Management: Receive and process customer orders accurately via email, phone, WhatsApp, or B2B portals; confirm availability and timelines while ensuring proper documentation in the ERP system.
• Order Tracking & Fulfilment: Monitor all customer orders from initiation to delivery. Proactively follow up with logistics and warehouse teams to ensure timely dispatch, delivery confirmation, and handling of exceptions.
• Complaint Resolution: Acknowledge, log, investigate, and resolve product-related or delivery-related customer complaints, including damaged goods, stockouts, wrong deliveries, and delays — all within agreed SLAs.
• Delivery Coordination: Liaise with transport teams or 3PL partners to optimize delivery planning, resolve delivery constraints (e.g. route, capacity, access issues), and update customers on delivery status.
• Product & Pricing Inquiries: Respond to customer inquiries regarding product specifications, unit of measure (UOM), shelf-life, pack sizes, availability, pricing, discounts, and promotions with up-to-date information.
• Returns & Credit Notes: Manage the customer return process, including pickup arrangements, quality checks, documentation, and credit note generation in line with company policies.
• Sales Support: Support field sales teams by updating them on customer concerns, stock availability, urgent escalations, and customer-specific fulfillment issues. Provide real-time visibility on order statuses.
• Customer Relationship Management: Build and maintain strong relationships with key account customers, distributors, and retail clients by offering consistent, reliable, and personalized service.
• Complaint & Call Logging: Ensure all customer interactions (complaints, inquiries, escalations) are recorded comprehensively in the CRM system or customer service tracker for audit and continuous improvement.
• Daily Reporting: Prepare and share daily order processing summaries, pending delivery reports, complaint logs, and issue resolution trackers with internal stakeholders for performance monitoring.
• System & Data Accuracy: Ensure that all customer master data (contacts, delivery locations, tax details, credit limits) and pricing records are kept up to date in the system to avoid fulfilment errors.
• Issue Escalation: Escalate unresolved or recurring customer concerns to the Customer Service Manager and relevant departments (e.g. production, sales, logistics) with clear context and documentation.
• Policy Compliance: Follow company SOPs, credit control processes, return guidelines, and service level agreements at all times to ensure compliance and audit readiness.
• Feedback Gathering: Conduct periodic check-ins with key customers to collect feedback, gauge satisfaction, and propose internal improvements based on customer input.
• Service Recovery: Execute service recovery actions for failed deliveries or bad customer experiences — such as urgent redeliveries, goodwill credits, or client updates — with a focus on retention.

Qualifications and Key Competencies:

• A Bachelor’s Degree in Business Administration, Customer Service, Supply Chain Management, or a related field (Diploma holders with strong FMCG experience may be considered).
• Minimum 2–3 years experience in customer service, client relationship management, or order fulfillment within an FMCG, retail, or distribution setting.
• Proficient in the use of ERP systems (e.g. SAP, Sage, Oracle, Microsoft Dynamics) and CRM tools for order entry and issue tracking.
• Experience working with B2B clients, distributors, supermarkets, or retail chains in a structured environment.
• Excellent verbal and written communication skills in both English and Swahili.
• Strong problem-solving and conflict-resolution skills, especially under pressure.
• High attention to detail and accuracy in order entry, delivery tracking, and issue documentation.
• Strong multitasking ability and ability to prioritize tasks in a high-volume, deadline-driven environment.
• Empathetic and customer-centric with a calm and professional demeanor even during escalations.
• Team player with a collaborative mindset and the ability to work with multiple departments simultaneously.
• Flexible availability, including the ability to work extended hours or weekends when operationally required.