Key Responsibilities:

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  Manage overall client communication for processed orders – Act as the main point of contact between the Operations team and clients, ensuring all updates, queries, and concerns are addressed promptly and professionally.

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  Liaise with Sales, Production, and Supply Chain departments – Work closely with internal teams to ensure smooth order processing and timely delivery, while maintaining alignment with client requirements.

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  Escalate client issues to relevant departments – Identify and escalate operational or service-related challenges to the right teams for quick and effective resolution.

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  Oversee order distribution to departments – Ensure all incoming orders are accurately assigned to the correct departments for processing, tracking, and delivery.

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  Prepare operational reports and dashboards – Compile and analyze operational data to create reports and visual dashboards that support decision-making and performance tracking.

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  Manage the after-sales department – Oversee after-sales activities to ensure clients receive continuous support, issue resolution, and a positive post-purchase experience.

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  Update and chair Work-In-Progress (WIP) meetings – Lead regular operational meetings to track progress, address challenges, and align team priorities.

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  Undertake other assigned duties – Support the operations team and management by taking on additional responsibilities as needed to meet business goals.

Requirements

Qualifications:

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  Diploma or Bachelor’s degree in Business Administration, Customer Service, Operations Management, or related field.

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  Minimum 3 years’ experience in customer service, operations, or a related role.

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  Must have attained a minimum grade of B- (minus) in KCSE (Form 4).

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  Proficiency in MS Office Suite (Excel, Word, PowerPoint).

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  Experience in preparing reports and dashboards is an added advantage.

Soft Skills:

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  Excellent communication and interpersonal skills.

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  Strong problem-solving and conflict-resolution abilities.

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  High attention to detail and accuracy.

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  Ability to work under pressure and meet deadlines.

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  Strong organizational and multitasking skills.

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  Customer-focused mindset with a proactive approach.