Chinese Accounts Coordinator
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Nairobi, Kenya
Job summary
Chinese Accounts Coordinator at Adept Systems
About this role
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Chinese Accounts Coordinator
Job Description
Savannah Cement 2025 Limited is seeking a Chinese Accounts Coordinator to manage its commercial relationships with Mandarin-speaking customers, particularly Chinese contractors and project offices involved in infrastructure, housing and civil construction projects in Kenya.
The position combines account management with Mandarin-English interpretation and translation. The successful candidate will support customers throughout the entire commercial journey, beginning with initial enquiries and continuing through ordering, delivery, invoicing, payment collection and after-sales support.
The role will also provide internal guidance on Chinese business customs and communication practices, helping management and colleagues handle negotiations, correspondence and business protocol effectively while ensuring that agreements and technical information are accurately communicated.
Key Duties and Responsibilities
Serve as the main contact for Mandarin-speaking customers, handling enquiries, orders, complaints and correspondence in the customer’s preferred language and within established service standards.
Provide consecutive Mandarin-English interpretation during customer meetings, commercial negotiations, contract discussions, plant tours, site visits, technical engagements and dispute-resolution meetings.
Translate commercial and technical materials between Mandarin and English, including quotations, contracts, purchase orders, delivery records, test certificates, product specifications, credit applications, account statements, correspondence and formal notices.
Manage assigned Chinese accounts through the complete order process by confirming requirements and terms, coordinating order placement with Sales Administration, monitoring dispatch and delivery, and confirming receipt and documentation with customers.
Keep an up-to-date account file and ongoing account plan for each customer, including project opportunities, anticipated monthly volumes, contractual and pricing arrangements, credit status, delivery requirements and important contacts.
Record and follow through on complaints involving product quality, quantities, documentation, pricing or deliveries, coordinating internal investigations and communicating the final outcome clearly to the customer in their preferred language.
Monitor the market and provide intelligence concerning Chinese contractors in Kenya, projects progressing through tender or award stages, competitor pricing and supply arrangements, as well as changes in customer purchasing behaviour.
Produce weekly and monthly performance reports for Chinese accounts, covering sales volumes, revenue, collections, complaints, service performance and future opportunities, and contribute to sales review meetings.
Assist with prequalification and tender processes involving Chinese-funded or Chinese-executed projects by preparing and translating company information, certifications, quality records and pricing schedules according to customer requirements.
Organise customer visits to the plant and head office, including schedules, business protocol, site induction, hosting arrangements and subsequent communication.
Provide colleagues and management with guidance on Chinese business etiquette, communication practices and cultural expectations, particularly before important customer engagements.
Establish and maintain practical customer service standards for the Chinese customer segment, including response times, order confirmations, complaint resolution periods and regular customer feedback, and monitor performance against these standards.
Undertake additional commercial, customer service and translation responsibilities assigned to support expansion of the Chinese customer portfolio.
Key Outputs and Deliverables
Reliable and prompt Mandarin-English interpretation and translation for meetings, negotiations, site activities and written communication, ensuring that commercial agreements are accurately conveyed and translation does not cause documentation delays.
Complete, accurate and regularly updated account records for every Chinese customer, containing pricing and contract information, credit status, project opportunities, contacts and communication history for management reference.
Customer orders processed, dispatched and fully documented within agreed timelines, with delivery documentation complete and accepted upon first submission.
Complaints properly recorded, investigated and resolved within agreed turnaround periods, with efforts directed toward reducing recurring issues and demonstrating customer satisfaction through periodic feedback.
Weekly and monthly reports submitted on time, providing management with dependable information on segment volumes, revenue, collections, service standards and project pipeline.
Continued growth in the number, value and volume of active Chinese accounts, together with successful retention of existing customers through different stages of their projects.
Professional Qualifications, Knowledge and Experience
Education
Bachelor’s degree in International Business, Business Administration, Marketing or another relevant discipline.
Mandarin Chinese proficiency equivalent to HSK Level 5 or higher, with the ability to provide consecutive interpretation in commercial and technical situations.
A professional certification in sales, customer service, credit management or supply chain would be an added advantage.
Experience
A minimum of five (5) years of experience in customer-facing translation, account management or customer service involving Mandarin-speaking customers within a commercial setting.
At least three (3) of those five years should have been spent in the construction sector, particularly in building materials, contracting, civil engineering, infrastructure or a closely related field.
Demonstrated experience managing customer accounts from order placement through dispatch, invoicing and collections, preferably using an ERP system. SAP experience would be an advantage.
Previous exposure to Chinese contractors, state-owned enterprises or trading companies operating in Kenya or elsewhere in the region will be highly advantageous.
Key Competencies
Professional-level spoken and written fluency in both Mandarin Chinese and English, including the ability to interpret during live negotiations while accurately preserving meaning and context.
Strong commercial awareness and sound business judgement.
Customer-focused approach, supported by patience, professionalism and composure.
Good understanding of Chinese and Kenyan business cultures and practices.
Exceptional accuracy when handling contracts, prices, quantities and commercial documentation.
Strong planning, organisation and follow-through.
Effective written and verbal reporting skills, with the ability to provide management with concise and useful briefings.
High standards of integrity, confidentiality and discretion.
Self-motivated and adaptable, with willingness to travel to project locations and work according to customer requirements when operational needs demand it.