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Graduate Trainee Customer Support & Trade Engagement Job Kenafric
Sales & Marketing Jobs. Kenafric Jobs
Location: Thika
Act as the primary phone-based contact for prospective distributors, wholesalers, retailers and consumers. Route leads sales teams, resolve or escalate product enquiries and complaints, manage loyalty-program communications, reactivate dormant wholesalers using data insights, provide tele-sales cover for Trade Sales Executives when required, and deliver actionable market intelligence to the Sales Team. Provide a brief overview of the roles purpose and main responsibilities.
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Responsibilities
- Receive and route inbound calls from prospective distributors, forward qualified leads to the Country Sales Manager.
- Handle enquiries from wholesalers and retailers seeking to purchase products; forward contacts to the relevant Area Trade Executive (TSE).
- Receive consumer calls about purchases or complaints; resolve issues directly where possible or escalate and track resolution.
- Send and manage communications to wholesalers participating in the Loyalty Program; issue reminders on targets and rewards and respond to queries.
- Work with the data team to identify dormant wholesalers using distributor sell-out data; contact them to diagnose and attempt reactivation.
- Provide tele-sales cover for TSEs on leave by contacting major wholesalers on affected routes to seize opportunities.
- Gather and summarize market intelligence, retailer/wholesaler/consumer feedback, and distributor team input; prepare concise reports for Sales and Marketing.
- Audit regional Loyalty Program WhatsApp groups to ensure groups exist and eligible wholesalers are added.
- Provide regular updates and feedback in Daily Sales Review Meetings.
Qualifications
- Degree or Diploma in Sales Marketing or Business-Related Course (required).
- Additional training or certification in customer service, sales, or CRM is a plus.
Key Skills
- Proficient in MS Office (Excel, Word, Outlook).
- Excellent phone-based customer-handling and communication skills in English and Swahili (verbal and written).
- Comfortable using or learning CRM/call-logging tools and basic data-dashboard outputs.
- Strong organizational skills, attention to detail, and ability to follow escalation protocols.
- Proactive, persuasive and service-oriented with good interpersonal skills.
- 1-2 years in customer service, telesales, trade support or related roles (adjustable by hiring level).
- Willingness to work closely with Sales, Data and Marketing teams and attend daily review meetings.
What We Offer:
- Opportunity to work with a leading energy beverage company in a growing market.
- Professional development opportunities in a dynamic and supportive work environment.
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How to Apply
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