Customer Service & Logistics Coordinator (East Africa)

BrighterMonday Consulting

Customer Service & Support

1 month ago

Job Summary

Prepare correspondences and fulfill customer needs through excellent service standards to maintain high customer satisfaction

  • Minimum Qualification:Diploma
  • Experience Level:Mid level
  • Experience Length:5 years

Job Description/Requirements

Job Title: Customer Service & Logistics Coordinator (East Africa)

Work Location: Nairobi 

Department: Supply Chain 

Reports to:  Supply Planning Manager East Africa, Middle East & Indian Ocean Islands

Terms: Full Time

About the Company

Our client is a multinational company that manufactures and markets agrochemicals, industrial chemicals, chemical intermediates, and specialty chemicals, and also offers pesticides.

Role Summary

For East Africa region; Process customer orders, answer customer queries on products and services, liaise 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.

Prepare correspondences and fulfill customer needs through excellent service standards to maintain high customer satisfaction. Handle customer complaints and raise NCM (Nonconformance) for follow-up on the corrective measures. Support with code creations for new product introductions.



● Ensure orders are processed correctly with accurate prices, quantity, product, customer, and payment terms

● Flag on credit blocks with country managers and finance for quick resolution                                                                                                              

● Follow up for ICTP and price update in the system to facilitate order processing   

● Collaborate with finance regarding COGs for use in guiding pricing by the commercial 

● Forecast valuation

● Invoicing and full documentation for ALS legacy products


● Have good communication and engagement with customers 

● Assure delivery on time and maintain high levels of customer satisfaction  

● Understand customers' needs and work with the Supply Chain from supply countries to service the customer needs    

● Attend to customer inquiries and respond to them timely  

● Provide regular updates to customers regarding order status  

● Communication with the supply teams from the source plants in order to get information regarding product availability and update customers accordingly     

● Handle customer complaints and work with supply and commercial   


Process/ Operation

● Support Commercial head with raising PFI's for customer order confirmations   

● Raise PO parameters and send out for customer confirmation for accurate capture of specific order requirements 

● Receive order request and process in SAP timely and accurately (ie correct customer, correct product, quantity and at correct price) in order to have zero errors that can cause loss due to supply of wrong product or wrong invoicing

● Ensure product availability is planned from supply when required and realize shipment in the expected period within the required timelines to avoid order cancellations

● Active follow up to ensure products are available as scheduled and shipped on time                                                                                                                                                                                                                                                                                                                                                                                                                                                                                   

● Ensure valid label and artworks are in place for the orders being processed

● Review and ensure accurate information have been received in the PO parameters 

● Coordinate for new material creations and customer creations within stipulated timelines                                                                                                                                                                                                                                                                                                              

● Where there are credit blocks, flag with country managers to follow up for payments and with finance to get necessary approvals for order processing to progress

● Provide update on the order status and escalate where there are challenges in order creation by raising ticket with IT SAP team  

Individual / Team 

● Proactively handle product requirement by constant tracking for product availability

● Support and offer solutions that guide customers meet their requirements (Think of out of box solutions to customer needs)

● Monitor execution of agreed objectives                                                                                                                                                                                                                                      

● Proactively identify initiatives that will lead to easier ways of working and continuous improvement                                                                                                                                                                                            

Candidate Requirements

● Minimum 5 years handling customer service role  in a multinational set up.

● 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

● Ability to communicate well in English and Swahili (Knowledge of French would be an added advantage)

● Strong written and verbal communication skills

● Ability to perform well in a fast-paced working environment

● Speed of (accurate & timely) execution

● Problem-solving and Adaptability skills

Technical Skills Requirement

● Planning & Logistics 

● Customer relationship management skills 

● Organization skills  

● Clear communication skills  

● Computer literate esp of Microsoft Office ( Excel, Powerpoint) and Adobe  

● Fluency in English    

● Documentation skills                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                 

● Supervisory skills

● Leadership and management skills

How to apply: 

If interested, send your updated CV and cover letter to us. Shortlisting will be done on a rolling basis.

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