# Customer Experience & Order Management Lead Job Kenchic

Canonical URL: https://primejobalerts.com/jobs/customer-experience-order-management-lead-job-kenchic

Company: Kenchic

Category: Accounting

Location: Kenya

Work type: Full-time

Work arrangement: On-site

Published: 2026-10-29

Expires: 2026-12-13

## 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”

## Requirements

Apply by email: hr@kenchic.com

## Apply

Use the canonical Prime Job Alerts page for full application instructions and source verification.