Customer Service Team Leader at BIC

  • Full Time
  • Nairobi


Main Responsibilities:

External stakeholders

  • Act as main link between the company and the customers.
  • Ensure an effective communication and mutual understanding.
  • Focus on understanding our customer’s needs and regularly updating customers where there is a need.
  • Communicating any pricing updates with customers on time and ensuring the update is reflected on JDE for all customers.
  • Manage customer escalation and claims issues effectively and resolution within a week.
  • Ensure an effective response to customer requests, problems, and special needs.
  • Ensuring that all issued local and export documentation including Proforma invoices and Invoices is accurate.

Internal stakeholders

  • Working with the Sales team to address any issues they may have regarding their orders.
  • Implement specific payment terms together with the Finance team on JDE for each customer; align all necessary documentation to the specific payment methods and align the system to reflect these payment terms.
  • Partnering with Finance to ensure orders are serviced as per customer credit status. Most importantly to maintain a clear audit record related to department activities.
  • Creating and maintaining customer accounts in the system as per Sales’ request and approval from the Finance team.
  • Liaise with the Supply and Co-packing planner to support on the orders that can be serviced based on stock availability.
  • Support the commercial strategy and ensure the same is cascaded to the Customer Service team.
  • Liaise with Logistics and Transportation departments to reduce order cycle times and improve fill rates while controlling the cost of serving customers

Order processing

  • Ensuring that orders received from Customers are received on email and are legible
  • Ensuring that orders are entered are accurate and as per customer requests and that all lines that require cancelling are cancelled with the correct reason code
  • Coordinate with the Warehouse team to ensure orders are loaded and dispatched within timelines requested by customer
  • Liaising with Supply and Co-packing planner to confirm what orders can be serviced based on stock availability
  • Ensure a close follow up of daily order entering and guarantee strict order entry accuracy, review orders entered to ensure this.
  • Overseeing order tracking to ensure orders are processed for delivery on time and as per customer requests.
  • Monitor the process from order receipt to delivery, ensuring any credit notes are done on time.


  • Plan and manage activities of the customer service and team to meet the needs of customers and support areas of operations.
  • Motivate the Customer Service team to ensure they execute their roles diligently and as per the BIC values.
  • Lead weekly meetings with the Customer Service team to review tasks and ensure completion of tasks on time.
  • Address issues the team may have and advise on any areas that we require improvement.
  • Manage the Customer Service team’s development areas.


  • Attend weekly meetings with line manager to review Customer Service-related topics.
  • Daily update the business on OIS (off invoice sales) number and explain changes.
  • Maintain a weekly shipment outlook to review order status, priorities, and challenges and highlight any issues that may affect the OIS (off invoice sales) number.
  • Share weekly reports with the Sales team with an update on open orders and their credit status.

Educational and Professional Experience

  • University degree completed in relevant field.
  • Minimum experience of 3 years’ experience in Customer Service.
  • Business oriented mindset.
  • Strong organization and time management skills.
  • Efficient and can prioritize workload.
  • Process oriented, solution driven and a continuous improvement mindset.
  • Be able to perform in a Lean organization.
  • People Management skills.

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