K
Accounting
Customer Experience & Order Management Lead Job Kenchic
Kenchic
Kenya
Full-time
On-site
Posted: 12 hours ago
Expires: Dec 13, 2026
Salary:
Not listed
Job description
Customer Service Jobs, Kenchic Jobs. Responsible for leading customer service and order management operations, resolving customer issues, improving service delivery, and coordinating with sales and logistics teams. Requires a degree in Business Administration, Supply Chain Management, or a related field,. This is a full-time, on-site position based in Nairobi.
Key Responsibilities
- Lead the order processing team to deliver accurate, timely and reliable service.
- Coordinate order fulfilment across Sales, Production, Logistics, Stores, Procurement and Finance.
- Act as the link between customers, the Sales team and operational departments, ensuring clear updates and realistic commitments.
- Manage urgent orders, stock constraints, delivery delays, returns and escalated complaints calmly and decisively.
- Set clear owners, timelines and service levels, follow up actions and hold teams accountable for agreed commitments.
- Use customer feedback and operational data to identify root causes, reduce repeat issues and improve service performance.
- Review, improve and embed processes and SOPs through training, controls, audits and regular follow-up.
- Coach the team, monitor KPIs and build a culture of ownership, continuous improvement and customer-centred decision-making.
Qualifications
- Bachelor’s degree in business, Supply Chain, Operations, Customer Experience, Commerce or a related field.
- At least five years’ relevant experience, including a minimum of three years leading people.
- Experience coordinating order fulfilment across several operational departments.
- Demonstrated experience coordinating order fulfilment across Sales, Production, Logistics, Stores, Procurement and Finance.
- Proven ownership of process improvement, SOP development, root-cause analysis and corrective-action follow-through.
- Strong working knowledge of ERP/CRM systems, Excel and operational performance reporting.
- Training in customer experience, supply chain, project management, or continuous improvement will be an added advantage.
How to Apply
Send in your CV and relevant documents via hr@kenchic.com with subject “CX AND ORDER MANAGEMENT LEAD”