Posted: 2026-10-12 16:25:07  Deadline: Not Specified   Full-time   Salary: Confidential

HEINEKEN Beverages International is seeking to recruit a qualified candidate for the position of Customer Service Representative in Nairobi, Kenya. The successful candidate will be responsible for providing excellent customer service, processing customer orders, resolving inquiries and complaints, managing customer relationships, identifying sales opportunities, and ensuring customer satisfaction. The role also involves collaborating with Sales, Planning and Logistics teams to deliver timely and high-quality customer service.

Position Details

Position: Customer Service Representative.
Organisation: HEINEKEN Beverages International, KWAL.
Function: Supply Chain.
Location: Nairobi, Kenya.

Summary of the Role

Order Generation and Management
Monitor and lead order processing from order intake to delivery creation.
Receive and process customer orders through various channels, including Electronic Data Interchange (EDI), Business to Business (B2B), Vendor Managed Inventory (VMI), phone and email. Enter customer orders accurately and promptly into the Sage system to generate order documents.
Validate orders for compliance with logistics trade terms and coordinate with Credit Control to confirm the credit status of customers for all credit sales.
Coordinate with the Logistics Team on out of stock situations and preparation for demand peaks.
Ensure all customer orders are fully processed, dispatched and delivered within a turnaround time of 24 hours.
Collaborate with the Customer Service Administrator on specific customer order requirements.
Advise customers on stock-outs, promotions and new products to influence orders.
Accurately charge orders to duly approved customer accounts and forward them for verification.
Track and monitor customer orders, requests, queries and claims on the relevant platforms in line with key performance indicators and performance improvement indicators.
Manage and process RQC in accordance with internal processes and work instructions.

Cross-selling and Upselling
Identify and pursue cross-selling and upselling opportunities with existing or new customers, or refer them to Sales Representatives or Account Managers.
Identify opportunities to recommend products and inform customers about active discounts and promotions.

Voice of Customer Campaign Management and Year Plan Execution
Create, send, maintain and manage Voice of Customer (VoC) survey campaigns.
Participate in the creation and execution of the VoC annual plan in collaboration with key stakeholders across the organisation.

Driving Inner and Outer Loop Processes
Drive the inner and outer loop processes by closing the inner loop within 48 hours.
Periodically analyse data to identify common issues and structural customer pain points.
Share customer insights with cross-functional teams and actively plan improvement projects based on customer feedback.

Data-driven Decision Making
Use data analysis to improve operational efficiency, enhance service quality and support business objectives.
Apply data-driven insights to tailor services, improve customer experience and drive continuous improvement in customer service operations.
Analyse key performance metrics, including ZTO, LTT compliance, customer satisfaction scores, response times, resolution rates and customer feedback.
Interpret relevant Customer Service and Logistics (CS&L) performance dashboards.

Record Keeping
Document all customer interactions, including inquiries, complaints and resolutions, in the customer service database.
Ensure customer records remain accurate and up to date, reflecting changes and updates arising from customer interactions.
Generate reports on customer interactions and issues to provide insights for improving customer service.

Application Process

Interested candidates should submit their applications through the official HEINEKEN careers website using the application link below.

Application Link: Apply for Customer Service Representative at HEINEKEN Beverages International, KWAL