Customer Service Coordinator

5 days ago

Nairobi, Nairobi Area, Kenya Bridge Talent Management Full time $40,000 - $60,000 per year
Our client in the furniture manufacturing industry is looking for a Customer Service Coordinator to join their Operations team.

Key Responsibilities:

  • Manage overall client communication for processed orders – Act as the main point of contact between the Operations team and clients, ensuring all updates, queries, and concerns are addressed promptly and professionally.

  • Liaise with Sales, Production, and Supply Chain departments – Work closely with internal teams to ensure smooth order processing and timely delivery, while maintaining alignment with client requirements.

  • Escalate client issues to relevant departments – Identify and escalate operational or service-related challenges to the right teams for quick and effective resolution.

  • Oversee order distribution to departments – Ensure all incoming orders are accurately assigned to the correct departments for processing, tracking, and delivery.

  • Prepare operational reports and dashboards – Compile and analyze operational data to create reports and visual dashboards that support decision-making and performance tracking.

  • Manage the after-sales department – Oversee after-sales activities to ensure clients receive continuous support, issue resolution, and a positive post-purchase experience.

  • Update and chair Work-In-Progress (WIP) meetings – Lead regular operational meetings to track progress, address challenges, and align team priorities.

  • Undertake other assigned duties – Support the operations team and management by taking on additional responsibilities as needed to meet business goals.



Requirements

Qualifications:

  • Diploma or Bachelor's degree in Business Administration, Customer Service, Operations Management, or related field.

  • Minimum 3 years' experience in customer service, operations, or a related role.

  • Must have attained a minimum grade of B- (minus) in KCSE (Form 4).

  • Proficiency in MS Office Suite (Excel, Word, PowerPoint).

  • Experience in preparing reports and dashboards is an added advantage.

Soft Skills:

  • Excellent communication and interpersonal skills.

  • Strong problem-solving and conflict-resolution abilities.

  • High attention to detail and accuracy.

  • Ability to work under pressure and meet deadlines.

  • Strong organizational and multitasking skills.

  • Customer-focused mindset with a proactive approach.



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