Customer Service Representative at Morsan HR Consulting

Morsan is a global powerhouse in hr consultancy, with a strong reputation built on excellent client relationships. Our specialization lies in tailoring comprehensive hr services to meet your organization's unique needs. from talent acquisition and development to performance management and hr strategy, we offer a wide range of solutions designed to elevate y...

 

Customer Service Representative

  • Job TypeFull Time
  • QualificationBA/BSc/HND , Diploma
  • Experience2 - 3 years
  • LocationNairobi
  • Job FieldCustomer Care 

Our client, a well-established company in the FMCG industry, is seeking to hire a Customer Service Representative (CSR) who will serve as the frontline link between the company and its customers. The CSR will be responsible for managing the full customer order lifecycle — from order intake and product inquiries to delivery coordination, complaint handling, and after-sales service. The ideal candidate will be customer-obsessed, highly organized, tech-savvy, and capable of multitasking in a fast-paced environment with high transaction volumes.

Key Responsibilities:

  • Order Management: Receive and process customer orders accurately via email, phone, WhatsApp, or B2B portals; confirm availability and timelines while ensuring proper documentation in the ERP system.
  • Order Tracking & Fulfilment: Monitor all customer orders from initiation to delivery. Proactively follow up with logistics and warehouse teams to ensure timely dispatch, delivery confirmation, and handling of exceptions.
  • Complaint Resolution: Acknowledge, log, investigate, and resolve product-related or delivery-related customer complaints, including damaged goods, stockouts, wrong deliveries, and delays — all within agreed SLAs.
  • Delivery Coordination: Liaise with transport teams or 3PL partners to optimize delivery planning, resolve delivery constraints (e.g. route, capacity, access issues), and update customers on delivery status.
  • Product & Pricing Inquiries: Respond to customer inquiries regarding product specifications, unit of measure (UOM), shelf-life, pack sizes, availability, pricing, discounts, and promotions with up-to-date information.
  • Returns & Credit Notes: Manage the customer return process, including pickup arrangements, quality checks, documentation, and credit note generation in line with company policies.
  • Sales Support: Support field sales teams by updating them on customer concerns, stock availability, urgent escalations, and customer-specific fulfillment issues. Provide real-time visibility on order statuses.
  • Customer Relationship Management: Build and maintain strong relationships with key account customers, distributors, and retail clients by offering consistent, reliable, and personalized service.
  • Complaint & Call Logging: Ensure all customer interactions (complaints, inquiries, escalations) are recorded comprehensively in the CRM system or customer service tracker for audit and continuous improvement.
  • Daily Reporting: Prepare and share daily order processing summaries, pending delivery reports, complaint logs, and issue resolution trackers with internal stakeholders for performance monitoring.
  • System & Data Accuracy: Ensure that all customer master data (contacts, delivery locations, tax details, credit limits) and pricing records are kept up to date in the system to avoid fulfilment errors.
  • Issue Escalation: Escalate unresolved or recurring customer concerns to the Customer Service Manager and relevant departments (e.g. production, sales, logistics) with clear context and documentation.
  • Policy Compliance: Follow company SOPs, credit control processes, return guidelines, and service level agreements at all times to ensure compliance and audit readiness.
  • Feedback Gathering: Conduct periodic check-ins with key customers to collect feedback, gauge satisfaction, and propose internal improvements based on customer input.
  • Service Recovery: Execute service recovery actions for failed deliveries or bad customer experiences — such as urgent redeliveries, goodwill credits, or client updates — with a focus on retention.

Qualifications and Key Competencies:

  • A Bachelor’s Degree in Business Administration, Customer Service, Supply Chain Management, or a related field (Diploma holders with strong FMCG experience may be considered).
  • Minimum 2–3 years experience in customer service, client relationship management, or order fulfillment within an FMCG, retail, or distribution setting.
  • Proficient in the use of ERP systems (e.g. SAP, Sage, Oracle, Microsoft Dynamics) and CRM tools for order entry and issue tracking.
  • Experience working with B2B clients, distributors, supermarkets, or retail chains in a structured environment.
  • Excellent verbal and written communication skills in both English and Swahili.
  • Strong problem-solving and conflict-resolution skills, especially under pressure.
  • High attention to detail and accuracy in order entry, delivery tracking, and issue documentation.
  • Strong multitasking ability and ability to prioritize tasks in a high-volume, deadline-driven environment.
  • Empathetic and customer-centric with a calm and professional demeanor even during escalations.
  • Team player with a collaborative mindset and the ability to work with multiple departments simultaneously.
  • Flexible availability, including the ability to work extended hours or weekends when operationally required.

Check if your CV matches this job with MyJobMag AI

Method of Application

Interested and qualified? Go to Morsan HR Consulting on morsanhr.co.ke to apply

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