Graduate Trainee Customer Support & Trade Engagement
Thika
Posted 16 March, 2026
Deadline 17 March, 2026
Customer ServiceFull-TimeJunior-level(1-2 yrs)
Job Description
Founded in 1987, Kenafric Industries Limited is one of the largest manufacturers of Confectionery, Food, Footwear, and Stationery products in Kenya. We are seeking a highly motivated Graduate Trainee to join our Customer Support & Trade Engagement team. This role is pivotal in bridging the gap between the company, its trade partners (wholesalers and retailers), and our valued consumers.
Role Overview
The Graduate Trainee will support the sales and marketing departments by managing customer enquiries, supporting trade partners through the loyalty program, and facilitating communication. The role involves handling inbound calls, resolving consumer complaints, identifying opportunities for reactivation of dormant wholesalers, and providing tele-sales support when necessary.
Responsibilities
Receive and route inbound calls from prospective distributors and forward qualified leads to the Country Sales Manager.
Handle enquiries from wholesalers and retailers seeking to purchase products, forwarding 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 a Business-Related Course.
1-2 years of experience in customer service, telesales, trade support, or related roles (adjustable by hiring level).
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.
Willingness to work closely with Sales, Data, and Marketing teams and attend daily review meetings.
How to Apply
Interested and qualified candidates should apply online via the Kenafric Industries recruitment portal. Access the application form here.
How to Apply
Interested and qualified candidates should apply by visiting the following link: https://www.myjobmag.co.ke/apply-now/1179246. This will redirect you to the official Kenafric Industries application form hosted on Airtable.
