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British American Tobacco, Coca-Cola, Diageo, Kenafric Industries Limited, Kenya Tea Development AgencyProfession (Manufacturing, Mid-level)
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Industry (Mid-level)
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Seniority (Manufacturing)
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Kenya Wine Agencies Ltd.
Manufacturing
Description
What You Bring
- Bachelor's Degree in Business Administration, Management or related field.
- At least 2 years of experience in customer service, order management, or a similar role in FMCG or related industries.
- Strong communication and relationship‑building skills.
- Tech‑savvy with experience using MS Office, ERP or customer service systems.
- Analytical thinker with a problem‑solving mindset.
- A team player with emotional intelligence, curiosity, and a willingness to grow.
Responsibilities
- Process and validate customer orders across omni‑channel platforms (phone, email...).
- Coordinate with Logistics, Sales, and Planning to ensure fast and accurate deliveries.
- Track orders proactively and communicate updates to customers.
- Resolve customer inquiries and complaints professionally and efficiently.
- Identify cross‑sell and upsell opportunities and share insights with Sales.
- Support Voice of Customer (VoC) programs and help improve NPS scores.
- Maintain accurate records of customer interactions and transactions.
- Use data dashboards and KPIs to support service improvements.
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