To serve as the primary point of contact for clients, ensuring an exceptional customer experience from order placement through to fulfillment. This role focuses on nurturing long-term customer relationships while coordinating internally to ensure timely and accurate delivery of products or services.

Job Description

Key Responsibilities:

Customer Relationship Management:

• Serve as a liaison between clients and internal departments.
• Maintain regular communication with customers regarding orders, service delivery, and follow-ups.
• Handle inquiries, provide product/service information, and resolve complaints promptly and professionally.
• Build trust and rapport with clients to promote long-term engagement and satisfaction.

Order & Fulfillment Coordination:

• Accurately receive, process, and track customer orders.
• Coordinate with the logistics, warehouse, or operations teams to ensure timely dispatch and delivery.
• Monitor delivery timelines and proactively update clients on any delays or issues.
• Ensure correct documentation (invoices, delivery notes, receipts) is issued and recorded.

Data Management & Reporting:

• Maintain updated records of customer interactions, orders, and service issues.
• Generate and submit daily/weekly reports on customer feedback, order fulfillment status, and complaints resolution.
• Assist in analyzing customer trends and recommending improvements to service delivery processes.

Service Quality & Compliance:

• Ensure all customer service processes align with company standards, SLAs, and quality expectations.
• Support the implementation of customer satisfaction surveys and other feedback tools.
• Comply with data protection and confidentiality guidelines.

Job Requirements

Qualifications & Experience:

• Diploma or Bachelor’s degree in Business Administration, Customer Service, Supply Chain, or a related field.
• Minimum 2–3 years’ experience in a customer-facing or order fulfillment role.
• Proficiency in CRM systems and Microsoft Office tools (especially Excel and Word).
• Knowledge of inventory and logistics systems is an added advantage.
• Ability to Work Under Pressure & Meet Deadlines