Customer Service Specialist - Kenya and East Africa

About Nipro Medical Kenya

Established in 2016, Nipro Medical Kenya operates under Nipro EMEA, serving as a sales office for medical supplies and devices, including renal and hospital products. We prioritize the safety and wellbeing of our clients, colleagues, and local communities, offering affordable healthcare solutions paired with advanced technologies across East Africa.

Role Overview

The Customer Service Specialist for Kenya and East Africa manages the end-to-end customer order lifecycle, coordinates shipments, addresses client inquiries, and ensures exceptional customer satisfaction throughout the ordering and delivery stages in the region.

This role is the central liaison among customers, sales teams, logistics partners, and internal departments, focusing on precise order processing, shipment coordination, document management, issue resolution, and streamlined communication across the supply chain.

Responsibilities

• Accurately enter and process customer orders into the system.
• Track and pursue open orders to completion.
• Oversee delivery coordination from order receipt to final shipment.
• Maintain clear communication with customers and sales teams regarding order statuses and delivery timelines.
• Promptly address customer inquiries via phone and email.
• Serve as the single point of contact for designated customers.
• Provide detailed information on products, services, shipment statuses, and order progress.
• Build and nurture strong customer relationships.
• Coordinate shipments with logistics providers and monitor their progress.
• Ensure correctness and completeness of shipping and customs documentation.
• Manage deliveries, receipts, and inventory movement across branch locations.
• Follow up on inbound shipments and customer call-offs within established timelines.

Candidate Qualifications

• Relevant experience in customer service, logistics, shipping documentation, customs processes, or order management.
• Understanding of supply chain operations and international shipping procedures is beneficial.
• Proficiency in Microsoft Office applications.
• Experience working with ERP systems, preferably SAP.
• Strong administrative abilities and meticulous documentation skills.