Active verified job
Customer Service & Order Fulfilment Coordinator
Spin-Knit Limited / Nakuru, Kenya
Active verified job
Spin-Knit Limited / Nakuru, Kenya
1. Job Purpose To own proactive customer communication and end-to-end order coordination by acting as the central link between customers, the sales team, production and dispatch. The role ensures customers receive accur...
1. Job Purpose To own proactive customer communication and end-to-end order coordination by acting as the central link between customers, the sales team, production and dispatch. The role ensures customers receive accurate updates on what is coming to them and by when, while complaints and returns are coordinated to conclusion through the correct approvals. 2. Key Responsibilities • Act as the main communication point for all customers on order status, delivery expectations, complaints and returns. • Track all open customer orders from order receipt through production, dispatch and delivery. • Follow up with production, planning, sales and dispatch until clear answers are available for customers. • Coordinate complaints and returns, ensure investigation is completed, obtain approvals and communicate the conclusion to the customer and Sales Manager. • Maintain accurate order tracking records and customer communication history in the agreed systems. • Identify delayed or at-risk orders early and escalate issues before the customer has to chase. 3. Daily Operating Rhythm • By 3:00 pm daily, production provides status updates for all production orders. • The Coordinator reviews order status, checks dispatch readiness and confirms any delays or risks. • Customers are updated proactively with clear information on what is coming, expected timing and any changes. • Unresolved issues are escalated to the Sales and Dispatch Vice Captain with clear facts, not vague updates. • Complaint progress is tracked until approval, closure and final customer communication are completed. 4. Required Skills and Working Style Strong communicator | Process driven | Detail oriented | Assertive when following up internally | Customer focused | Strong administration skills | Comfortable using SAP, KOOPS, Excel, Outlook and Teams 5. Key Performance Indicators KPI Target Behaviour Customer response time Respond quickly with clear, accurate updates Daily order update completion All relevant customers updated after the daily production status review Complaint closure time Track complaints until approval, resolution and feedback are complete Order tracking accuracy Maintain reliable order status records across systems Escalation quality Escalate risks early with facts, owner and required decision Why It Matters: i) Customer Response time - Customers should not have to chase repeatedly ii) Daily order update completion:- Proactive communication reduces complaints iii) Complaint closure time:- Open issues damage trust iv) Order tracking accuracy:- Bad data creates bad communication v) Escalation quality:- Speed improves when problems are visible 6. Success Profile The successful person will be calm under pressure, disciplined with follow up, accurate with information and confident enough to chase internal teams without creating conflict. The role succeeds when customers feel informed, sales receives fewer interruptions, and production or dispatch delays are communicated before they become complaints.
The source did not provide a separate responsibilities list.
The source did not provide a separate requirements list.
The source did not provide preferred qualifications.
No skills or competencies were attached to this public version.