Key Responsibilities:

• Customer Support & Relationship Management
• Maintain strong, positive relationships with clients, transporters, and key external partners.
• Ensure customer satisfaction by handling concerns promptly and providing follow-up until issues are resolved.
• Order Management
• Confirm product availability, pricing, and delivery timelines with operations teams.
• Track each order from placement to delivery and keep customers updated.
• Dispatch & Logistics Coordination
• Coordinate with depot/terminal teams to schedule loading times and ensure trucks are loaded on time.
• Address any issues affecting delivery (delays, documentation gaps, stock issues).
• Ensure proper documentation for every dispatch and adherence to safety and regulatory standards.
• Documentation & Record Keeping
• Maintain accurate records of orders, delivery documents, customer interactions, and approvals.
• Ensure all customer files, contracts, and service agreements are updated.
• Prepare and submit daily/weekly order reports to management and relevant departments.
• Operational Coordination
• Work closely with operations, logistics, sales, finance, and compliance teams to ensure smooth service delivery.
• Escalate operational challenges to management and propose solutions.
• Participate in internal meetings to provide customer insights and operational feedback.
• Billing & Payment Support
• Support finance by issuing invoices, confirming customer account status, and tracking pending payments.
• Assist customers with billing inquiries and resolve discrepancies in invoices or delivery confirmations.
• Compliance & Safety
• Ensure all orders and deliveries meet internal company regulations.
• Promote adherence to safety standards in customer interactions, documentation, and dispatch processes.
• Ensure the correct permits and compliance documents accompany each delivery order.
• Reporting & Performance Tracking
• Prepare regular reports on customer orders, complaints, turnaround times, and delivery performance.
• Monitor service KPIs and highlight areas for improvement.
• Track customer satisfaction trends and recommend process improvements.

Job Requirements

Qualifications and Experience

• Bachelor’s degree in Customer Service,Communications, or a related field
• Professional training or certification in Customer Service, Communication, or CRM systems is an added advantage.
• Strong computer skills, including MS Office (Word, Excel, Outlook) and basic data entry proficiency.
• Familiarity with CRM software, call management tools, or customer interaction platform
• 5–8 years of experience in a customer service or client support role.
• Demonstrated ability to handle customer inquiries, complaints, and escalations professionally.
• Experience in order processing, front-office/customer-facing roles, or support coordination.
• Proven ability to work in fast-paced environments and manage multiple tasks simultaneously.
• Experience collaborating with internal teams is an added advantage.
• Track record of maintaining strong customer relationships and delivering excellent service standards