Sales & Customer Service Representative

Role Overview

This position places you at the heart of a busy laboratory supply operation in Ngara, Nairobi, where you will turn everyday client enquiries into confirmed orders while acting as the trusted technical voice for the business. You will spend your days interpreting specialist requests from research labs, universities, clinics, and industrial testing facilities, then advising on the correct reagents, instruments, and consumables before preparing quotes and shepherding each order through to delivery. Your combined commercial drive and scientific knowledge will directly influence customer retention and revenue growth, making you a vital link between the company's product expertise and its clients' practical needs.

Key Responsibilities

• Respond to inbound enquiries received by phone, email, or walk-in visits, assess each customer's laboratory requirements, and convert those conversations into confirmed sales.
• Apply your chemistry background to explain product specifications, reagent grades, equipment functions, and analytical uses in clear terms that buyers can act on.
• Prepare accurate quotations and formal tender documents, track follow-up communication, and close deals in line with the company's pricing and discount policies.
• Identify opportunities to recommend complementary items such as diagnostic kits, consumables, or safety accessories to increase the value of each order.
• Serve as the first point of contact for both pre-sale and post-sale technical questions, resolving issues promptly and professionally.
• Build lasting relationships with procurement officers, lab technicians, university departments, and other repeat clients to encourage ongoing business.
• Record and manage orders from quotation through stock allocation, dispatch, and invoicing, using Microsoft Office tools to keep every step accurate and traceable.
• Coordinate with inventory and logistics teams to verify product availability, plan delivery schedules, and ensure clients receive their supplies on time.
• Maintain up-to-date customer profiles, conversation logs, and purchase history records in the company database, and escalate recurring complaints to technical or operational staff as needed.

Requirements & Qualifications

• Diploma or Bachelor's Degree in Analytical Chemistry, Industrial Chemistry, Pure Chemistry, or a closely related scientific discipline.
• Demonstrable experience in an inside sales, sales support, telesales, or technical customer service role; prior work with laboratory reagents, scientific instruments, or chemical supplies is a strong advantage.
• Solid command of Microsoft Excel, Word, and Outlook for maintaining product lists, performing calculations, drafting correspondence, and tracking orders.
• Ability to quickly absorb complex technical information, including chemical classifications, calibration specifications, and documentation standards.
• Willingness to work full-time at the company's office in Ngara, Nairobi.
• Excellent written and spoken English, with the confidence to translate scientific technicalities into practical advice for customers who may not have a scientific background.
• Strong attention to detail when handling product codes, quantities, pricing, delivery addresses, and other order-critical data.
• A genuine interest in customer care, conflict resolution, and maintaining long-term accounts.

What We Offer / Why Join

• Hands-on commercial exposure in the specialised scientific and analytical laboratory supply market, giving you insight into a niche industry that rewards technical fluency.
• Real ownership of institutional accounts and a clear path toward advanced technical sales, key account management, and broader commercial responsibilities.
• A structured, collaborative environment where you can learn from experienced operational and technical teams while contributing your own expertise daily.