Customer Service Officer

Key Responsibilities

• Liaise with distribution customers, project customers, and SBS customers to understand their requirements and provide timely support.
  
• Prepare accurate sales quotations and follow up with customers.
  
• Convert confirmed quotations into sales orders, ensuring product specifications, quantities, pricing, and delivery details are correct.
  
• Check customer account status, credit limits, and outstanding balances with support from Credit Control before processing or releasing orders.
  
• Ensure all system processes and internal procedures are followed and obtain the necessary approvals at each stage.
  
• Coordinate with sales, production, stores, and dispatch teams to ensure orders are fulfilled accurately and on time.
  
• Manage orders end-to-end, keeping customers informed of progress and resolving any issues.
  
• Maintain accurate records of quotations, sales orders, approvals, and customer communications.
  
• Follow up after delivery to confirm receipt and address outstanding concerns.
  
• Monitor on-time and in-full performance (OTIF)
  
• Monitor loading turnaround time (TAT) for assigned customers to ensure timely dispatch.
  

Requirements

Qualifications Required

• Minimum academic qualification: Bachelor’s degree in Business Administration, Supply Chain Management, Sales and Marketing, Logistics, or a related field.
  
• Added advantage: A relevant professional certification or diploma in Customer Service, Supply Chain Management, Logistics, or a related discipline.
  
• Professional registration: N/A
  

Experience Required

• At least one (1) to two (2) years of relevant experience in customer service, order management, logistics, or supply chain operations.
  
• Experience in customer order processing, dispatch coordination, complaint resolution, and customer relationship management.
  
• Practical experience using ERP systems, preferably SAP.
  
• Experience in the steel, building materials, manufacturing, or distribution industry will be an added advantage.
  
• Knowledge of inventory management, manufacturing processes, and distribution operations will be an added advantage.
  

Key Competencies and Skills

• Strong customer service and relationship management skills.
  
• Excellent verbal and written communication, coordination, and interpersonal skills.
  
• Strong analytical, problem-solving, and decision-making abilities.
  
• Good planning, organisational, and time management skills.
  
• Ability to manage multiple customer orders and competing priorities effectively.
  
• High level of accuracy and attention to detail in order processing and documentation.
  
• Strong teamwork, accountability, and results orientation.
  
• Ability to work under pressure and meet strict operational deadlines.
  
• Ability to handle customer complaints professionally and coordinate timely resolutions.
  
• Strong follow-up skills to ensure orders are processed, dispatched, and delivered within agreed timelines.
  

Language Requirements

• Proficiency in English and Kiswahili, both written and spoken.
  

Computer Literacy

• Practical experience using ERP systems is mandatory; SAP ERP experience is preferred.
  
• Proficiency in Microsoft Excel, Word, PowerPoint, and Outlook.
  

Personality Profile

• Positive and customer-focused.
  
• Collaborative and team-oriented.
  
• Proactive, responsive, and prompt.
  
• Results-driven and self-motivated.
  
• Energetic and enthusiastic.
  
• Accountable, dependable, and committed.
  
• Demonstrates a strong sense of ownership and integrity.