Building Material Customer Service Specialist

Job Title: Building Material Customer Service Specialist

Location: Uganda

Reports to: Customer Service Manager

Employment Type: Full-time

Role Purpose

The Building Material Customer Service Specialist is responsible for delivering exceptional customer service across the company’s building materials product portfolio, with a primary focus on sanitary ware (toilets, basins, faucets, showers, bathtubs) and related accessories. This role serves as the main point of contact for customers, handling inquiries, processing orders, resolving complaints, and coordinating with internal departments to ensure a seamless customer experience. The specialist combines product knowledge, communication skills, and problem‑solving abilities to build strong customer relationships, enhance satisfaction, and support sales growth in the Ugandan market.

Key Responsibilities

1. Customer Inquiry & Order Management

• Respond promptly to customer inquiries via phone, email, and in‑person visits regarding product availability, pricing, technical specifications, and delivery schedules.
• Process customer orders accurately in the ERP system, ensuring correct product codes, quantities, pricing, and delivery details.
• Confirm order acknowledgements and provide customers with order status updates throughout the fulfilment cycle.
• Coordinate with the warehouse and logistics teams to ensure timely picking, packing, and dispatch of orders.

2. Customer Relationship & Support

• Build and maintain positive, long‑term relationships with customers, including contractors, developers, architects, retailers, and project owners.
• Provide after‑sales support, including handling returns, exchanges, warranty claims, and product defects in accordance with company policies.
• Proactively follow up with customers to ensure satisfaction and identify opportunities for upselling or cross‑selling.
• Maintain accurate and up‑to‑date customer records in the CRM system, including contact details, interaction history, and preferences.

3. Issue Resolution & Complaint Handling

• Act as the first line of resolution for customer complaints, including delivery delays, product quality issues, or billing discrepancies.
• Investigate root causes of issues, liaise with relevant departments (warehouse, quality, logistics, finance), and implement corrective actions.
• Escalate complex or high‑priority issues to the Customer Service Manager with recommended solutions.
• Ensure all complaints are logged, tracked, and closed within agreed service level agreements (SLAs).

4. Product Knowledge & Technical Support

• Maintain thorough knowledge of the company’s sanitary ware products, including features, benefits, installation requirements, maintenance, and competitive alternatives.
• Provide basic technical advice to customers, such as product selection, compatibility, and installation tips.
• Collaborate with the technical and installation teams to obtain detailed product information and communicate it clearly to customers.

5. Coordination with Internal Teams

• Liaise with the sales team to align on customer expectations, order priorities, and promotional activities.
• Work closely with the finance department on credit notes, invoicing, and payment follow‑ups when required.
• Coordinate with the procurement and planning teams to inform them of customer demand trends and stock requirements.

6. Reporting & Continuous Improvement

• Prepare daily and weekly reports on order status, customer feedback, complaint resolution times, and satisfaction metrics.
• Track and analyse customer service KPIs (response time, resolution rate, customer satisfaction score) and propose improvement actions.
• Identify recurring customer issues and recommend process improvements to reduce errors and enhance the overall customer experience.

Qualifications & Experience

Education:

• Bachelor’s degree or above in Business Administration, Marketing, Communications, or a related field.
• (A Diploma with extensive relevant experience may be considered.)

Experience:

• Minimum 2–3 years of experience in customer service, preferably within the building materials, construction, or sanitary ware industry.
• Proven experience in order processing, complaint handling, and customer relationship management.
• Experience working in Uganda or East Africa, with a good understanding of local customer behaviour and business practices, is highly desirable.

Language Requirement (Mandatory):

• Fluent in English (spoken and written) – must be able to communicate clearly with customers and internal teams, prepare reports, and handle correspondence in English.
• Proficiency in local languages (e.g., Luganda, Swahili) is a strong advantage for effective customer engagement.

Technical Skills:

• Strong knowledge of sanitary ware products and accessories is a significant plus.
• Proficiency in Microsoft Office Suite (Excel, Word, Outlook) and CRM/ERP systems.
• Familiarity with order management and inventory systems.

Soft Skills:

• Excellent communication and interpersonal skills with a customer‑centric attitude.
• Strong problem‑solving abilities and attention to detail.
• Patience, empathy, and resilience in handling difficult customer situations.
• Ability to multitask, prioritise, and work under pressure in a fast‑paced environment.
• Team player with a proactive and collaborative mindset.

Other Requirements:

• Valid driving permit (for occasional customer visits) is an advantage but not mandatory.
• Willingness to work flexible hours to accommodate customer needs.
• Prior work experience in Uganda or East Africa is desirable.

What We Offer

• Competitive salary and benefits package.
• Opportunity to work with a leading building materials brand.
• Comprehensive product training and continuous professional development.
• A supportive, dynamic, and customer‑focused work environment.
• Career advancement opportunities within the commercial team.

How to Apply

Interested candidates should send their CV and a cover letter to [jobs-ug@twyfordtile.com] with the subject line “Building Material Customer Service Specialist – Uganda”. Applications will be reviewed on a rolling basis.

We are an equal opportunity employer. All qualified candidates are encouraged to apply.

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