Customer Service Coordinator

About the role

The Customer Service Coordinator will ensure smooth execution of the Order‑to‑Cash cycle, delivering accurate order processing and proactive communication with customers. The role supports both local and export operations while maintaining high satisfaction levels.

Key responsibilities

• Handle inbound and outbound customer communications via telephony.
• Manage the full Order‑to‑Cash process for retail and export orders.
• Participate in retail order pre‑planning and support Ve Serve initiatives.
• Oversee retail automation, consignment stocking, and maintenance of customer sites across retail, commercial, and lubricants segments.
• Maintain customer master data using MRD/MDG tools.
• Address customer complaints, collect feedback, and manage CSI processes.
• Provide support through the Card Centre, help‑desk, and business records.
• Deliver special assistance to key customers and perform any additional duties as required.

Required profile

• University graduate.
• Previous experience in a customer service environment.
• Fluent in English and Kiswahili.
• Ability to multitask, solve problems, and work collaboratively.

Required skills