Vacancies at Unga Holding

Role Purpose:

The Customer Service Executive is responsible for delivering exceptional customer support through effective handling of customer inquiries, complaints, order processing, and service coordination. The role ensures timely order fulfillment, complaint resolution, customer satisfaction, and efficient coordination with internal stakeholders while supporting continuous improvement initiatives and maintaining high service quality standards.

Key Duties and Responsibilities:

Customer Service & Relationship Management

• Handle inbound customer calls, emails, and digital platform inquiries professionally, courteously, and efficiently to achieve first-call resolution.
• Resolve customer complaints by identifying root causes, determining appropriate corrective actions, and ensuring timely closure.
• Conduct outbound follow-up calls to ensure issue resolution and support sales lead closure.
• Maintain positive customer relationships through proactive communication and timely feedback.

Order Processing & Fulfillment Coordination

• Follow up and process Bidhaa Mlangoni orders through the Unga shop platform.
• Coordinate with the invoicing team for timely order generation, acknowledgment, invoicing, delivery processing, or order cancellations with appropriate documentation.
• Verify and monitor open orders to ensure timely execution.
• Follow up on delayed deliveries and back orders with relevant departments and customers.
• Monitor customer order fulfillment performance to ensure On Time In Full & Error Free (OTIFEF) service delivery.

Reporting, Data Analysis & CRM Management

• Prepare daily, weekly, and monthly customer service and product/service performance reports.
• Collect, analyze, and interpret customer information to support business decision-making.
• Utilize the Customer Relationship Management (CRM) system effectively and maintain accurate customer records.
• Generate periodic analytical reports and recommendations aimed at improving customer satisfaction and operational efficiency.
• Monitor internal and external turnaround times (TAT) through data analysis and stakeholder follow-up.

Quality Assurance & Complaint Management

• Liaise with the Quality Assurance team to manage and resolve customer quality complaints raised through digital platforms and key customer channels.
• Gather and provide relevant complaint information for investigation and corrective action.
• Facilitate product replacements where required and ensure complete closure of customer complaints.
• Ensure compliance with Quality Assurance requirements, customer service standards, and agreed service level agreements (SLAs).

Continuous Improvement & Operational Excellence

• Identify and recommend continuous improvement initiatives within customer service operations and CRM processes.
• Support implementation of new customer service approaches and process improvements to enhance efficiency and customer experience.
• Contribute to achieving departmental performance targets and customer satisfaction objectives.
• Participate in continuous product knowledge and customer service training programs.

Job Requirements

Qualifications & Experience

• Bachelor’s Degree or Diploma in Business Administration, Customer Service, Marketing, Supply Chain, or related field.
• Minimum of 2–3 years’ experience in customer service, order management in FMCG/manufacturing environment.
• Experience using CRM and ERP systems.
• Knowledge of order fulfillment and customer complaint management processes.

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Role Purpose:

This role is responsible for driving safety culture, managing daily occupational health and environmental parameters, and leading site-level execution of Environmental, Social, and Governance (ESG) strategies.

Key Duties and Responsibilities:

Safety Health and Environment (SHE) Management

• Develop, coordinate, communicate and implement SHE programs to entrench SHE culture in the sites.
• Prepare and implement strategies of promoting best safe work practices in occupational safety and health.
• Develop a monthly SHE communication strategy for the site and levels of staff to include written information tool box talks and management briefs.
• Coordinate the establishment of Safety and health committee and monitor their performance.
• Risk Assessment & Hazard Mitigation: Methodically execute continuous operational risk assessments across all site installations to actively eliminate or minimize physical, chemical, and biological hazards.
• Permit to Work (PTW) Control: Rigorously govern, audit, and monitor the site Work to Permit system, ensuring unconditional compliance with corporate safety standards before high-risk tasks commence.
• Employee Relations: Serve as the primary site conduit for employee health and safety concerns; evaluate, escalate, and resolve logged concerns promptly.

ESG Integration, Sustainability & CSR

• ESG Due Diligence & Metrics: Support site-level ESG due diligence protocols. Collate, substantiate, and manage data representing the baseline site metrics for social parameters, carbon footprint, water stewardship, and waste workflows.
• Monitoring & Reporting: Monitor day-to-day site progress against institutional ESG commitments, spearhead site-specific ESG internal audits, and draft site reports aligned with recognized global sustainability reporting standards (e.g., GRI, SASB).
• Capacity Building: Develop and roll out consistent, localized training and capacity-building schedules to educate site workforces on ESG goals, highlighting personal contributions to decarbonization and zero-waste targets.
• Social Stewardship & Welfare: Actively support organizational employee wellness, diversity, equity, and inclusion (DEI) operational milestones on-site.
• Community Engagement: Coordinate localized external community engagements, multi-stakeholder Corporate Social Responsibility (CSR) initiatives, and community grievance mechanisms.
• Customer Focus: Identify, evaluate, and communicate customer-driven ESG requirements to site management, ensuring local operations satisfy key client sustainability expectations.

Compliance

• Statutory Alignment: Guarantee absolute on-site compliance with Kenyan statutes (OSHA 2007, EMCA 1999, public health frameworks), international requirements, and certified ISO management systems (such as ISO 14001 and ISO 45001).
• Incident Management: Lead multi-disciplinary incident and accident investigations. Determine underlying root causes via analytical tools, design mandatory mitigating actions, and preserve meticulously indexed statutory records.
• Workforce Education: Institutionalize continuous learning loops by systematically educating site personnel on industrial best-practices and lessons learned from past corporate or sector incidents.
• Contractor Control: Manage, train, and assist third-party contractors and vendors to achieve alignment with Unga Limited safety expectations, legal regulations, and individual contract obligations.
• External Horizons: Participate in regulatory and industry stakeholder forums to identify, evaluate, and advise management regarding emerging safety or ESG frameworks, threats, and legal trends.

Data Management & Continuous Improvement

• Collate, analyze, and report SHE/ESG performance data against defined KPIs.
• Identify trends and recommend improvement actions for operational efficiency.
• Drive cost-efficient ESG and safety initiatives that improve business performance.
• Support implementation of cost management plans through sustainability initiatives.
• Drive the meticulous implementation of designated site-specific PaTaMu (Continuous Improvement/Lean Manufacturing) initiatives, converting safety enhancements into sustained operational productivity.

Training, Awareness & Capacity Building

• Develop and deliver SHE and ESG training programs, including inductions and refresher sessions.
• Coordinate and schedule statutory training across sites.
• Conduct toolbox talks, management briefings, and awareness campaigns.
• Coach and evaluate employees on SHE and ESG systems, procedures, and compliance.
• Organize SHE events and engagement activities across Unga Group.

Stakeholder Engagement & Communication

• Participate in stakeholder forums and keep management informed on emerging trends and regulatory changes.
• Build and maintain strong relationships with internal and external stakeholders.
• Identify and communicate customer ESG expectations and requirements.
• Act as a liaison between management, employees, regulators, and external partners.
• Any other duties assigned.

Job Requirements

Minimum Requirements:

• Bachelor’s degree in Engineering, Science, Sustainability or related field.
•  Minimum five (5) year’s relevant experience in safety & ESG.
• Knowledge of SHE legal and statutory provisions and regulations.
• NEBOSH Training. 
• Computer proficiency
• Ability to work with minimal supervision
• Ability to coordinate SHE activities 
• Good analytical, problem solving, interpersonal and people management
• Ability to maintain confidential information and integrity
• Able to communicate effectively with external parties and other senior managers.

Key Attributes/ Competencies:

• Planning and Organization
• Commercial acumen
• Lead change
• Drive execution
• Develop self and others

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Role Purpose:

The Procurement Category Specialist – Logistics, Fleet and Warehousing is responsible for developing and implementing category management and sourcing strategies for logistics, transport, fleet, depots, warehousing, and related supply chain services. The role is responsible for ensuring cost optimization, supplier performance management, service reliability, risk mitigation, and continuous improvement within the assigned category. The position supports operational efficiency and business continuity through strategic sourcing, contract management, supplier relationship management, and effective stakeholder engagement.

Key Duties and Responsibilities:

Category Strategy Development

• Develop and implement category strategies for: Transport and distribution services 
  • Fleet management and vehicle support services 
  • Warehousing and depot operations 
  • Material handling equipment 
  • Third-party logistics (3PL) services 
  • Fuel, lubricants, tyres, and fleet consumables 
  • Vehicle maintenance and repair services 
  • Freight forwarding and clearing services
• Conduct category spend analysis and identify cost-saving opportunities.
• Monitor market trends, logistics innovations, fuel market movements, and supplier developments.
• Develop annual category plans aligned to business objectives. 

Strategic Sourcing and Tendering

• Lead sourcing projects, RFQs, RFPs, tenders, and negotiations for logistics, fleet, and warehousing services.
• Prepare tender documentation, evaluation criteria, and commercial analysis.
• Conduct supplier evaluations and recommend supplier selections.
• Ensure competitive sourcing and value-for-money procurement practices.
• Negotiate pricing, service levels, KPIs, penalties, and contractual terms. 

    Supplier Relationship Management

• Develop and maintain strategic relationships with transporters, fleet service providers, and warehouse service providers.
• Conduct supplier performance reviews against agreed KPIs and SLAs.
• Manage supplier scorecards and corrective action plans.
• Support supplier development and continuous improvement initiatives.
• Ensure transporters and fleet service providers comply with safety, legal, and regulatory requirements. 

Contract Management

• Draft, review, and manage contracts for logistics, fleet, and warehousing services.
• Monitor contract compliance and service delivery performance.
• Ensure contracts are renewed, updated, or retendered in a timely manner.
• Track contract obligations, pricing structures, and service commitments.
• Manage claims, disputes, penalties, and contract variations where necessary. 

 Fleet and Logistics Operational Support

• Support operational teams in resolving logistics, transport, and fleet supply issues.
• Coordinate with warehouse, transport, production, and commercial teams to ensure uninterrupted operations.
• Support emergency sourcing and contingency planning activities. 
• Participate in fleet optimization, routing efficiency, and warehouse improvement initiatives.
• Monitor supplier adherence to vehicle maintenance schedules and fleet roadworthiness requirements. 

Risk Management and Compliance

• Identify and mitigate procurement and supply risks within the category.
• Ensure compliance with company procurement policies and procedures.
• Ensure suppliers comply with: 
  • Road safety requirements 
  • Vehicle roadworthiness standards 
  • Insurance requirements 
  • Transport licensing and statutory obligations 
  • Health, Safety, Environment, and Quality (HSEQ) requirements 
• Maintain proper procurement documentation and audit trails. 

Cost Management and Reporting

• Track procurement savings, cost avoidance, and operational efficiencies.
• Analyze freight costs, fuel consumption trends, fleet operating costs, and warehousing costs.
• Prepare category performance reports and procurement dashboards.
• Support budget planning and forecasting activities. 

Job Requirements

Minimum Requirements:

• Degree in business management, supply chain – procurement/purchasing, and other related fields.
• Minimum of 5 years of procurement experience, preferably in a fast-paced manufacturing environment
• Computer literate with a working knowledge of SAP and Microsoft windows. Good understanding of SAP MM module an added advantage.
•  Membership of procurement professional bodies will be an added advantage (KISM/CIPS). 

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Role Purpose:

The overall purpose of this role is to deliver volume, revenue, and Market share growth by effectively managing the Sales General Trade Team to deliver implementation of business plans whilst delivering superior customer experience through the Regional Sales Managers and the Trade Development Representatives.

Key Duties and Responsibilities:   

Trade and outlet execution

• Execution of Outlet against picture of success QDVPPP
• Drive execution of cycle plans - Promotions and other trade initiatives
• Monitor competitive activities through the team and advice the NSM accordingly.
• Monitor Price compliance.

Outlet development

• Build and develop collaborative relationships with retail.
• Develop, Review and Implement Route plan for Trade Development Representatives.
• Ensure merchandising and execution standards.
• Drive Horizontal expansion through new outlet Listing.

Sales and market share growth

• Manages and measures sales targets daily, weekly and Monthly and take corrective action
• Allocates execution resources (e.g. POS / promotional material etc.) for maximum return.
• Monitor route coverage by Distributors.
• Manage Sales orders, Sell-In and Out address any gaps to ensure no OOS in retail
• Identify and realize sales opportunities in within the Unga Category
• Drive consistent sales volume growth.

Distributor management

• Ensure OG is realised at all Distributors as per agreed purchase plans and as per agreed and signed off company targets.
• Track monthly Distributor financial health Proactively develop, facilitate, re-engineer best practices, and sustain amazing relationships with distributors.
• Proactively works to maintain a healthy Brand/Pack mix in Volume that generates a healthy P&L for Unga.

Inventory Optimization

• Ensure application of suitable methodology to ensure maintenance of appropriate stock levels across the Distributors.
• Provide support and guidance to Distributors and other dealers in ensuring stock optimization.

 People Management

• Provide guidance and support to the team on Distributor operating standards.
• Identify gaps and build capability for the TDRs, Distributors and DSRs.
• Orientation, induction, and training of team members.
• Manage Performance daily.
• Weekly coaching and accompaniment of the Teams in Trade.
• Management of Distributor Accounts Receivables
• Any other assigned duties

Job Requirements

Educational Background & Experience

• Bachelor’s Degree in any Business-Related Field
• Post Graduate Diploma in Marketing would be an added advantage
• Minimum of 6 years’ experience in sales and marketing (FMCG)- General Trade
• Valid Driver’s License