This is a job description for the position of Customer Service & Logistics Coordinator for East Africa. The role involves working in the supply chain department of a multinational company that manufactures and markets agrochemicals, industrial chemicals, chemical intermediates, and specialty chemicals. The coordinator will be based in Nairobi and report to the Supply Planning Manager for East Africa, Middle East & Indian Ocean Islands.
The main responsibilities of the coordinator include processing customer orders, answering customer queries on products and services, liaising with supply entities regarding product availability and follow-up on supply and shipping of products, handling documentation, and coordinating to ensure the documents reach customers on time. The coordinator will also prepare correspondences, handle customer complaints, and support with code creations for new product introductions.
The coordinator will be responsible for ensuring orders are processed correctly with accurate prices, quantity, product, customer, and payment terms, flagging credit blocks with country managers and finance for quick resolution, and collaborating with finance regarding COGs for use in guiding pricing by the commercial. The coordinator will also be responsible for maintaining good communication and engagement with customers, assuring delivery on time and maintaining high levels of customer satisfaction, understanding customers' needs, and working with the supply chain from supply countries to service the customer needs.
Other responsibilities of the coordinator include supporting the Commercial head with raising PFI's for customer order confirmations, raising PO parameters and sending them out for customer confirmation for accurate capture of specific order requirements, receiving order requests and processing them in SAP timely and accurately, ensuring product availability is planned from supply when required and realizing shipment in the expected period within the required timelines to avoid order cancellations, and providing updates to customers regarding order status.
The ideal candidate should have a minimum of 5 years' experience handling customer service roles in a multinational set up, a Diploma in Supply Chain, logistics, customer service, or equivalent, experience in Agrichemical or Chemical Industry, FMCG Industry is desired, SAP Knowledge – proficiency in SD Module, Order To Cash & basic knowledge of FI Module, MM Module, PP Module, ability to interact daily with customers from a wide range of cultures and backgrounds, and ability to communicate well in English and Swahili (Knowledge of French would be an added advantage). The candidate should also possess strong written and verbal communication skills, problem-solving and adaptability skills, planning and logistics skills, customer relationship management skills, organization skills, clear communication skills, computer literacy, fluency in English, documentation skills, supervisory skills, and leadership and management skills.
If interested in the position, the candidate should send their updated CV and cover letter to the company, and shortlisting will be done on a rolling basis.