Customer Service Representative (6-Month Contract)

About the role

Q-Sourcing Limited trading as Q-Sourcing Servtec is a manpower management solutions firm operating across East Africa. On behalf of its client, it is recruiting a Customer Service Representative for a 6-month contract in Nairobi, Kenya. The role protects the client's reputation, ensures accurate order processing, efficient shipment tracking and timely delivery, and provides first-level customer service while coordinating with Sales, Production Planning, Marketing, Logistics and other departments.

Key responsibilities

• Manage orders: review and validate purchase orders, check financial standing, create and release sales orders, and schedule them according to customer requests and material availability.
• Handle order fulfilment: create outbound deliveries and shipments, nominate them to service providers and affiliates, and close orders in SAP on time.
• Prepare documentation: commercial invoices, bills of lading, certificates of analysis, packing lists, certificates of origin, marine insurance and producer certificates, and follow up on LC orders.
• Monitor shipments and manage claims, delays, detentions, demurrage and damages; report incidents and performance issues to logistics and safety.
• Respond to customer requests, investigate complaints and claims, handle approved compensation in SAP, and execute returns, credit/debit notes and repeat agreements.
• Maintain customer master data in SAP, support Customer Satisfaction (NPS), and prepare daily operations and performance reports.

Required profile

• Degree or diploma with over 5 years of relevant working experience.
• Good command of English.
• Experience with SAP or related ERP systems.
• Customer service training and certification.