Customer Service & Order Fulfilment Coordinator

About the role

Mananasi Fibre Limited is looking for a proactive, organized and detail-oriented Customer Service & Order Fulfilment Coordinator to support its growing Pineapple Leaf Fibre (PALF) business. The role manages customer relationships, coordinates orders and ensures timely and accurate fulfilment through effective logistics coordination. It is based in Westlands, Nairobi.

Key responsibilities

• Serve as the main point of contact for customer inquiries, order requests and follow-ups.
• Process customer orders accurately and track them through to delivery.
• Coordinate with production, stores, dispatch and logistics providers to ensure on-time fulfilment.
• Monitor inventory availability and support order planning.
• Resolve customer concerns and service issues promptly and professionally.
• Maintain accurate records of orders, deliveries and communications.
• Prepare order status updates and customer service reports as required.
• Support continuous improvement of customer service and fulfilment processes.

Required profile

• Diploma or degree in Business Administration, Supply Chain Management, Logistics, Marketing, Customer Service or a related field.
• Proven experience in customer service, logistics, order fulfilment, administration or a similar role.
• Fluent in English, written and spoken.
• Understanding of shipping documentation requirements.
• Experience in manufacturing, production or industrial environments is an added advantage.
• Preferred: export logistics experience, strong problem-solving skills, independence, and a passion for sustainability or natural materials.

Only shortlisted candidates will be contacted.