Vacancy title:
Customer Service Lead

[Type: FULL_TIME, Industry: Agriculture, Food, and Natural Resources, Category: Customer Service]

Jobs at:
Chill-Zone Logistics

Deadline of this Job:
Thursday, October 9 2025

Duty Station:
Kenya | Nairobi | Kenya

Summary
Date Posted: Thursday, September 25 2025, Base Salary: Not Disclosed

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JOB DETAILS:

Job Summary

Chill Zone Logistics is an Ag-processing social enterprise transforming agriculture by creating market linkages and bringing shared value to stakeholders. As the Customer Service Lead, you will play a pivotal role in managing and strengthening relationships with HORECA (Hotels, Restaurants, Catering) and Modern Trade clients. Your leadership will ensure seamless order fulfillment, exceptional service quality, and customer satisfaction in Kenya's dynamic logistics environment.

Key Responsibilities

• Customer Relationship Management: Develop and nurture relationships with HORECA and Modern Trade clients across Kenya.
• Order Processing & Logistics Coordination: Ensure accurate and timely processing of orders, liaising with internal teams for efficient deliveries.
• Issue Resolution & Feedback: Handle customer complaints, inquiries, and feedback promptly to ensure high satisfaction and loyalty.
• Team Leadership: Supervise and motivate the customer service team, providing training and support to enhance performance.
• Cross-Functional Communication: Act as a liaison between clients and internal departments (sales, warehousing, logistics).
• Market Insights & Trends: Stay informed about Kenya's HORECA and Modern Trade markets, competitors, and regulatory changes.
• Compliance & Documentation: Maintain accurate records of customer interactions, orders, and complaints.
• Customer Retention & Growth: Identify upselling and cross-selling opportunities to increase customer value.

Qualifications and Experience

• Tertiary education in a relevant field.
• 3-5 years of experience in customer service, preferably within logistics, HORECA, or Modern Trade in Kenya.
• Strong leadership and team management skills.
• Excellent communication skills (proficiency in English and Swahili preferred).
• Knowledge of Kenya’s logistics landscape, regional distribution challenges, and industry regulations.
• Proficiency in MS Office, CRM systems, and logistics software.
• Problem-solving and conflict resolution abilities.

Performance Metricsa

• Customer Satisfaction Score (CSAT): ≥85%
• Order Accuracy Rate: >98%
• Average Query Response Time: <4 hours
• Delivery Timeliness: 95% on or before schedule
• Customer Retention Rate: ≥90%
• Complaint Resolution Time: ≤24 hours
• New Client Acquisition: 5 quarterly within HORECA/Modern Trade sectors

Work Hours: 8

Experience in Months: 36

Level of Education: bachelor degree

Job application procedure

Interested candidates should:

• Send their CVs to hr@chill-zone.co.ke
• Include names and contact information of referees
• Use the subject line: Customer Service Lead Application – [Your Full Name]
• Apply before 3rd October 2025

Qualified female candidates are encouraged to apply.

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