Client Service Officer
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Job summary
To serve as the operational owner of assigned client accounts by coordinating warehouse operations, inventory accuracy, order fulfilment, client communication and service performance, ensuring that every customer order is executed accurately, on time and in accordance with agreed Service Level Agreements (SLAs).
Min Qualification:
Bachelors
Experience Level:
Entry level
Experience Length:
1 year
Language Requirement:
English
Working Hours:
Full Time - 8 to 5
Applicant Location:
Uganda
Job descriptions & requirements
Job function Operations
Designation Client Services Officer
Level Officer /Executive
Employment Type Full Time
Experience level 1–3 years' experience in warehousing, logistics, or customer service.
Salary 1200000-1500000 UGX
Workplace Type Onsite
Location Kampala, Uganda - 8MPX+XQ Kampala
Job role Client Service Officer (CSO)
Reports To: Warehouse & Logistics Manager
Supervises
- Zone Assistants & Warehouse Operators assigned to the client account (functional supervision)
1. ROLE PURPOSE
To serve as the operational owner of assigned client accounts by coordinating warehouse operations, inventory accuracy, order fulfilment, client communication and service performance, ensuring that every customer order is executed accurately, on time and in accordance with agreed Service Level Agreements (SLAs).
The Client Service Officer is responsible for translating client requirements into efficient warehouse execution while continuously improving customer satisfaction, operational reliability and profitability.
2. CORE ACCOUNTABILITIES
1. Client Account Management
Serve as the primary operational contact for assigned clients by understanding their requirements, maintaining effective communication and ensuring agreed service levels are consistently achieved.
2. Order Fulfilment & Warehouse Execution
Coordinate the accurate and timely receipt, storage, picking, packing, dispatch and delivery of customer orders in accordance with SOPs, client requirements and agreed lead times.
3. Inventory Control & Transaction Integrity
Ensure all inventory movements are accurately processed within the Warehouse Management System (WMS), reconcile system transactions against physical stock movements and promptly investigate and resolve inventory discrepancies.
4. Service Performance & Continuous Improvement
Monitor operational KPIs including inventory accuracy, order accuracy, SLA achievement and productivity. Identify root causes of service failures and recommend improvements that enhance operational reliability and customer satisfaction.
5. Client Communication & Issue Resolution
Respond promptly to customer enquiries, coordinate client visits and stock inspections, investigate service issues and ensure timely resolution of complaints while maintaining strong professional relationships.
6. Billing & Operational Reporting
Verify all billable warehouse and logistics activities, prepare accurate operational reports and ensure timely submission of billing information and client reports in accordance with agreed schedules.
7. Team Coordination
Coordinate the daily activities of Zone Assistants and Warehouse Operators assigned to client accounts by allocating work, monitoring performance, ensuring compliance with SOPs and promoting safe and efficient operations.
8. Compliance, Quality & Safety
Ensure all warehouse activities comply with company procedures, client requirements, regulatory obligations, and health, safety, and quality standards, while maintaining accurate operational documentation.
4. KEY INTERFACES
Internal
- Warehouse & Logistics Manager, Zone Custodians, Warehouse Operators
- Commercial Team Finance & Transport Teams.
External
- Assigned Clients, Transporters, Client Representatives, Regulatory Inspectors (where applicable)
5. DECISION AUTHORITY
May Approve
- Routine warehouse transaction corrections
- Operational work allocation
- Client communication regarding routine operations
- Investigation of inventory discrepancies
Escalates
- Major stock losses, Inventory adjustments beyond delegated authority
- SLA breaches, Customer escalations, Health & Safety incidents
- Pricing or commercial matters
Must have skills
Customer-focused, Strong communicator, Calm under pressure
Qualifications
Education
- Bachelor's Degree in Supply Chain Management, Business Administration, Logistics, Stores Management, Accounting or a related discipline. Minimum Second Class Upper.
- Minimum Credit 3 in Mathematics and English at O-Level or equivalent.
Experience
- 1–3 years' experience in warehousing, logistics or customer service.
- Experience using a Warehouse Management System (WMS) or ERP.
- Experience in inventory control is desirable.
Technical Competencies
- Warehouse Operations, Inventory Management, WMS / ERP Systems, Customer Service
- Microsoft Excel Reporting & Data Analysis, Numerical Accuracy, Problem Solving
Critical Behavioural Traits
- Customer-focused, Strong communicator, Calm under pressure
- Highly organised, Detail-oriented, Proactive, Team player, High integrity, Results-oriented
How to Apply:
Tap on the link: https://a.peoplehum.com/vwvhz
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