Building Material Customer Service Specialist

About the role

The Building Material Customer Service Specialist will be the primary point of contact for customers purchasing sanitary ware and related accessories in Uganda. The role focuses on delivering fast, accurate service, handling inquiries, processing orders, and resolving issues to ensure a seamless customer experience.

Key responsibilities

• Respond promptly to customer inquiries via phone, email, and in‑person visits regarding product availability, pricing, specifications, and delivery.
• Enter and manage orders in the ERP system, confirming details and providing status updates.
• Coordinate with warehouse and logistics teams to guarantee timely picking, packing, and dispatch.
• Build and maintain long‑term relationships with contractors, developers, architects, retailers, and project owners.
• Handle after‑sales support, including returns, exchanges, warranty claims, and product defects.
• Act as first‑line resolver for complaints, investigate root causes, and implement corrective actions.
• Maintain up‑to‑date customer records in the CRM system.
• Provide basic technical advice on product selection, compatibility, and installation.

Required profile

• Experience in customer service or client support, preferably in the building‑materials sector.
• Strong communication and problem‑solving abilities.
• Familiarity with sanitary ware products and their installation requirements.

Required skills

• Proficiency with ERP systems for order processing.
• Proficiency with CRM systems for customer record management.