Masinde - Customer Service & Account Manager - Kenya

Maurine Masinde



To maximize the sales of SKF products and services in the East Africa region and Angola by offering good prices, give good follow up of orders and shipping of goods and collect payments for sold goods.


Customer Service & Account Manager


1. Offers and conditions
2. Order Handling
3. Payments and A/R
4. Customer Support
5. Team support

Work History

Customer service and account Manager East Africa Region & Angola

SKF Kenya Ltd

From March 2014

Competently selected for this promotion, went to SKF Belgium for three weeks training.

• Offers and conditions
- Customer Validation (financial, information about customers, credit limit, payment conditions)
- Price Offers
- Updating and creation of customer and non-SKF product files in COH
• Order Handling
- Is accountable for managing the order handling process for the complete SKF portfolio: introduce order in the system
- Establish certificates and arrange legalisation of the documents
- Pass order for Packing and Shipping of goods
- Organize the inspection of goods
- Ordering non-SKF products and services (not stocked at EDC)
• Payments and A/R
- Issue invoices, credit notes
- Follow up of Accounts Receivables
- Be the link between the customer and the regional SKF offices.
- Follow up of commissions, licences
- Management of consignment stock
• Customer Support
- Is accountable for acting as relationship builder with distributors and end-users
- Is accountable for assuring zero defect objectives and customer satisfaction
- Is accountable for actively and proactively participating in creation of new leads, opportunities and pricing agreements
- Is accountable for handling claims and returns in accordance with customer expectations and internal working procedures
- Is accountable for proactively monitoring customer's A/R and debts collection
• Team support
- Is accountable for working as Account Team member in reaching shareholder targets and develop opportunities on all SKF portfolio
- Is accountable for increasing SKF knowledge about final customers and improving continuously all the information in Siebel
- Is accountable for being part of Quality Improvement Teams and/or project management

Logistics Assistant

SKF Kenya Ltd

February 2013 - February 2014

• Prepare stock replenishment orders and enter into stock system on a regular basis
• Liaise with suppliers and customer service team on status of orders
• Liaise with clearing agents and inspection agencies on import documentation
• Assist in the handling of custom clearance issues and handle documentation

Procurement Officer

Weetabix East Africa Ltd

April 2011 - January 2013

• Preparation of purchase orders, reviewing all the pending orders and following-up to ensure timely delivery of ordered supplies and materials
• Maintaining proper & updated records/documentation relating to purchasing department; compilation of ERP purchasing related reports
• Inventory control; reviewing and updating stock levels, assist in stock taking and reconciliations
• Obtaining quotations and negotiating better prices and terms but not compromising on quality
• Ensuring by facilitating rejected, surplus and obsolete materials are returned to suppliers / disposed accordingly
• Advising the procurement manager on the market trends in terms of availability and prices
• Developing new suppliers and carrying out supplier evaluation / audits

• Planned, implemented and overlooked major purchase activities comprising almost 65% of total company purchases
• Developed contracts that standardized policies and reduced procurement costs by up to 40%
• Developed and negotiated long-term contracts with suppliers that contributed Ksh. 50 million to annual savings
• Conducted supplier audits/evaluation and ensured all suppliers met company standards, which led to enhanced conformity to packaging norms and product specifications

Procurement Manager

Glacier Products Ltd

February 2010 - March 2011

• Locate vendors of materials, equipment or supplies and interview them in order to determine product availability and terms of sales
• Keep track of the quality of materials and other supplies and their ongoing prices
• Prepare and process purchase orders for supplies and equipment
• Control purchasing department budgets
• Arrange for disposal of surplus / obsolete materials
• Carry out the asset inventory records update and management
• Fleet management: keep and maintain records of motor vehicles and motor bikes; fuel consumption, mileage, maintenance, repairs, inspection, insurance, transport

Qualifications & Certifications

Purchasing and Supplies Management

Kenya Institute of Management

Sociology and Economics

University of Nairobi

Strathmore University

Lugulu Girls' High School

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