Customer Service Representative

KWAL is seeking a Customer Service Representative to join its Supply Chain function in Nairobi, Kenya. The role focuses on customer order management, timely order fulfilment, issue resolution, customer relationship management and data-driven service improvement, working closely with Sales, Planning, Logistics and other internal teams.

Key Job Information

• Job Title: Customer Service Representative
• Company: KWAL
• Location: Nairobi, Kenya
• Function: Supply Chain

About KWAL

KWAL is part of the HEINEKEN global family and is focused on accelerating business excellence through innovation, agility and purposeful transformation. The company aims to create new opportunities while strengthening its performance and customer-focused operations.

About the Role

The Customer Service Representative is responsible for delivering timely, high-quality customer service by receiving and registering enquiries, addressing customer concerns and resolving issues. The role also involves validating and processing customer orders across multiple channels, coordinating deliveries and maintaining strong working relationships with customers and internal stakeholders.

The successful candidate will help ensure accurate order processing, efficient delivery coordination, effective customer feedback management and continuous improvement in the customer experience.

Key Responsibilities

Order Generation and Management

• Coordinate order processing from initial receipt through validation, confirmation and delivery creation.
• Receive and process customer orders through multiple channels, including Electronic Data Interchange (EDI), business-to-business (B2B) platforms, Vendor-Managed Inventory (VMI), telephone and email.
• Enter customer orders accurately and promptly into the Sage system to generate order documents.
• Validate orders against logistics trade terms and coordinate with Credit Control to confirm customers’ credit status for credit sales.
• Work with the Logistics team to manage stock-outs, prepare for demand peaks and coordinate order fulfilment.
• Ensure customer orders are fully processed, dispatched and delivered, targeting a 24-hour delivery turnaround time.
• Collaborate with the Customer Service Administrator to address specific customer order requirements.
• Inform customers about stock-outs, promotions and new products to support informed purchasing decisions.
• Charge orders to duly approved customer accounts and forward them for verification.
• Track customer orders, requests, enquiries and claims through the relevant platforms in line with established key performance indicators and performance measures.
• Manage and process RQC in accordance with internal processes and work instructions.

Cross-Selling and Upselling

• Identify cross-selling and upselling opportunities among existing and prospective customers.
• Refer suitable sales opportunities to Sales Representatives or Account Managers.
• Recommend relevant products and inform customers about active discounts and promotions.

Voice of Customer Campaign Management

• Create, distribute, maintain and manage Voice of Customer (VoC) survey campaigns.
• Collaborate with key stakeholders to develop and execute the organization’s annual Voice of Customer plan.

Customer Feedback and Continuous Improvement

• Drive the inner and outer loop customer feedback processes, ensuring issues in the inner loop are closed within 48 hours.
• Periodically analyse customer feedback data to identify recurring issues and structural service challenges.
• Present customer insights to cross-functional teams and contribute to planning improvement projects based on those insights.

Data-Driven Decision-Making

• Analyse customer service performance data to improve operational efficiency, service quality and customer satisfaction.
• Use data insights to tailor services, enhance customer experience and support continuous improvement.
• Monitor key performance metrics, including ZTO, logistics trade terms compliance, customer satisfaction scores, response times, resolution rates and customer feedback.
• Interpret Customer Service and Logistics (CS&L) dashboards to assess performance and identify improvement opportunities.

Customer Records and Reporting

• Document customer interactions, including enquiries, complaints and resolutions, in the customer service database.
• Maintain accurate and up-to-date customer records, incorporating relevant changes arising from customer interactions.
• Generate reports on customer interactions and issues to support service analysis and improvement initiatives.

How to Apply

Interested candidates should refer to KWAL’s official recruitment channels for the application process and any additional requirements for the Customer Service Representative position in Nairobi, Kenya.