QSSK-CSA-Customer Service Agent

Role Overview

This role focuses on ensuring that customer orders progress smoothly from receipt through to delivery while resolving any issues that arise along the way. You will act as the central point of contact for customers, coordinating internally across departments to keep order timelines on track and addressing complaints in a structured manner. The position is critical to maintaining high service levels in a logistics or supply chain setting, where accuracy and responsiveness directly affect client satisfaction and operational efficiency.

Key Responsibilities

• Record incoming orders into the system with precision, following established procedures to minimise rework and delay.
• Proactively communicate order status to customers, including confirmation of receipt and alerts on items that are out of stock or delayed.
• Track outstanding backorders in the system, update inventory records, and notify customers as soon as stock becomes available.
• Handle customer inquiries and complaints through multiple channels (phone, email, CRM) with professionalism, aiming for first-touch resolution where possible.
• Log all complaints into the CRM, maintain a detailed complaints log, and generate weekly and monthly reports for internal teams and external clients.
• Coordinate with warehousing, logistics, and finance teams to resolve order discrepancies, process credit or debit notes, and ensure accurate billing.
• Build strong working relationships with customers through regular check-in calls and occasional site visits, ensuring their needs are understood and met.
• Adhere to service-level agreements, internal SOPs, and health, safety, and environmental policies — including participation in safety audits, risk assessments, and waste reduction initiatives.

Requirements & Qualifications

• Bachelor’s degree in Business, Logistics, Supply Chain, or a closely related field.
• At least two years of customer service experience, ideally within a logistics, warehousing, or supply chain environment.
• Prior experience in a pharmaceutical or consumer healthcare company is strongly preferred.
• Hands-on proficiency with SAP as an order management operating system.
• Advanced skills in Microsoft Office, particularly Excel for report generation and data tracking.
• Experience using CRM platforms to log, track, and report on customer queries.
• Excellent verbal and written communication skills, with the ability to explain complex order issues clearly to both customers and internal teams.
• Strong organisational and time-management abilities, capable of prioritising multiple tasks under tight deadlines.
• Detail-oriented mindset with a focus on accuracy in data entry, reporting, and record-keeping.
• Demonstrated problem-solving skills, especially around customer complaints and supply chain exceptions.
• Professional demeanour with high integrity and the ability to work both independently and collaboratively.
• Knowledge of Kenyan Occupational Health and Safety Act (OHS Act 2007) and basic environmental management principles is an asset.