Customer Care Supervisor

The Kenya Twyford Factory, established by Sunda International Group, is a large-scale tile manufacturing plant located near Umma University in Kajiado, Kenya, with a total investment of 30 million dollars. It began production in October 2016.

This role involves supervising and coordinating the customer care department to guarantee that all customers receive prompt, precise, professional, and consistent service. The supervisor will lead the daily operations of the customer care team, monitor inquiries and complaints, and collaborate with various departments such as Sales, Production, Warehouse, Logistics, Finance, and Quality to resolve customer issues, ensuring all requests are followed through to completion. Additionally, the Customer Care Supervisor will establish and maintain a structured system for managing customer and project information, ensuring that details like customer orders, production status, stock availability, dispatches, deliveries, payments, damages, claims, and complaints are accurately recorded and easily accessible.

1. Supervise and coordinate the daily activities of the Customer Care team, allocating tasks and monitoring performance against service standards.
2. Coach and guide Customer Care Officers on effective communication, problem-solving, and customer handling, identifying training needs.
3. Ensure prompt monitoring and response to customer inquiries received via various channels, establishing and monitoring response-time standards.
4. Provide accurate information to customers regarding product availability, orders, stock, production, dispatch, delivery, payments, damages, claims, product details, and complaints.
5. Take ownership of escalated customer complaints and sensitive issues, ensuring proper recording, investigation, assignment, and follow-up with relevant departments.
6. Establish and maintain a structured "One Customer, One File" system, ensuring accurate and regularly updated records for every key customer/project, including orders, status, payments, and communication history.
7. Coordinate with Sales, Warehouse, Production, and Logistics to obtain accurate order and delivery information, monitoring orders from confirmation to delivery and proactively informing customers of delays.
8. Supervise the handling of customer reports involving damaged products and claims, ensuring proper documentation, investigation, and coordination with relevant departments.
9. Act as a key liaison between customers and internal departments (Sales, Production, Warehouse, Logistics, Finance, Quality Assurance, Management) to ensure issues are actively followed through to closure.
10. Develop and implement Customer Care service standards and procedures, monitoring compliance, conducting quality checks on communications, and ensuring consistent information.
11. Collect and analyze customer feedback, identify recurring concerns, and recommend improvements to customer experience and internal communication.
12. Prepare regular Customer Care reports covering inquiries, response times, complaints, resolution rates, claims, order status, and team performance.
13. Monitor individual and team performance against KPIs, conducting regular reviews, and providing coaching.

1. Bachelor's Degree or Diploma in Customer Service, Business Administration, Marketing, Sales, Communications, Logistics, or a related field.
2. Professional training in Customer Experience, CRM, or Customer Service Management is an advantage.
3. Minimum of 4 years of experience in Customer Service, Customer Experience, Sales Support, or Order Management.
4. At least 1-2 years of experience in a supervisory or team-lead role.
5. Preferred experience in manufacturing, building materials, tiles, ceramics, construction, or logistics industries.
6. Experience handling high-volume customer inquiries and escalated complaints.
7. Advantageous experience coordinating with Sales, Production, Warehouse, Logistics, Finance, and Quality teams.
8. Desirable experience serving project customers, distributors, contractors, or corporate clients.
9. Added advantage for experience working with Chinese-funded companies or Chinese clients.