Customer Service Representative – Nairobi, Kenya at Summit Recruitment and Search

The successful candidate will be responsible for receiving and capturing orders and Pro Forma Invoices, checking that the pricing, quantity and slitting pattern is correct. The role is pivotal in managing and coordinating international trade logistics, providing top-tier customer service and ensuring compliance with trade regulations.

Key Responsibilities

• Serve as the primary liaison between customers and internal teams (operations, dispatch, production, sales, and finance) to ensure all customer requirements are met efficiently.
• Handle customer inquiries and complaints by clarifying issues, logging cases in Salesforce, and providing timely resolutions and regular updates, including shipment status.
• Manage incoming calls and direct queries to the appropriate departments while maintaining a professional, empathetic, and customer-focused approach.
• Process and manage customer orders on the ERP system, ensuring accuracy, timely distribution to production, and effective handling of back orders.
• Coordinate urgent orders by obtaining production timelines and aligning with dispatch to ensure on-time delivery within agreed deadlines.
• Maintain and update customer price lists, monitor inventory against forecasts, and recommend suitable products and services to customers.
• Ensure all relevant information is communicated internally to support accurate and timely invoicing and order fulfillment.
• Support financial controls by liaising with the Finance department on customer account holds, suspensions, and related communications.
• Oversee export and logistics operations, including preparing pro forma invoices, ensuring compliance with international trade regulations, managing shipping documentation, and tracking shipments to ensure timely delivery.

Key Qualifications

• Relevant educational background required.
• Proficient in MS Excel and other relevant software applications.
• Strong telephonic and customer liaison skills.
• Excellent listening abilities with a customer-focused approach.
• Outstanding verbal and written communication skills.
• Strong analytical and problem-solving capabilities.
• High level of attention to detail.
• Proven ability to multitask and manage time effectively.

Salary: 

• Monthly Gross Salary: KSH 80,000 – 90,000(Approx 681USD)