Customer Service Representative – Nairobi

About the role

A global leader in labeling and packaging materials and solutions, recruited through Summit Recruitment & Search, is hiring a Customer Service Representative in Nairobi. The role centres on receiving and capturing orders and Pro Forma Invoices, checking pricing, quantity and slitting patterns, and supporting international trade logistics, customer service and trade regulation compliance.

Key responsibilities

• Serve as the main link between customers and internal teams (operations, dispatch, production, sales and finance) to meet customer needs efficiently.
• Handle customer inquiries and complaints, clarify issues, log cases in Salesforce and give timely updates, including shipment status.
• Manage incoming calls and direct queries to the right departments.
• Process and manage customer orders on the ERP system, ensuring accuracy and timely distribution to production, and handle back orders.
• Coordinate urgent orders by obtaining production timelines and working with dispatch for on-time delivery.
• Maintain and update customer price lists, monitor inventory against forecasts and recommend suitable products and services.
• Support financial controls by liaising with Finance on account holds and suspensions.
• Oversee export and logistics: prepare Pro Forma Invoices, ensure compliance with international trade regulations, manage shipping documentation and track shipments.

Required profile

• Relevant educational background.
• Strong telephonic and customer liaison skills, with excellent listening and communication abilities.
• Analytical, problem-solving mindset and strong attention to detail.
• Proven ability to multitask and manage time effectively.

Required skills

• Proficiency in MS Excel and other relevant software.
• Use of Salesforce for case logging and the ERP system for order processing.