Building Material Customer Service Specialist

Overview

We are seeking a Building Material Customer Service Specialist to provide outstanding service for our building materials portfolio with a concentration on sanitary ware products such as toilets, basins, faucets, showers, and bathtubs along with their accessories. This full-time role in Kampala serves as the primary liaison for customers, managing inquiries, order processing, complaint resolution, and cross-department coordination to ensure a smooth customer journey and support sales expansion in the Ugandan market.

Primary Duties

• Answer customer questions swiftly through phone, email, and face-to-face interactions covering product details, pricing, availability, and delivery timelines.
• Accurately handle order entry in the ERP system, ensuring all product codes, quantities, prices, and delivery info are correct.
• Confirm order receipts and keep customers updated on their order status throughout the fulfillment phase.
• Collaborate with warehouse and logistics teams to guarantee orders are picked, packed, and dispatched on schedule.
• Build long-term positive relations with clients including contractors, developers, architects, retailers, and project owners.
• Offer after-sales assistance by managing returns, exchanges, warranty issues, and product defects following company guidelines.
• Proactively check in with customers to ensure satisfaction and explore chances for upselling or cross-selling.
• Keep customer records current in the CRM system including contacts, interaction logs, and preferences.
• Serve as the initial contact for complaints regarding delays, quality, or billing, investigating root causes and working with relevant teams to fix issues.
• Escalate serious or complex cases to the Customer Service Manager with suggested resolutions.
• Maintain complaint logs and ensure timely closure within service level agreements.
• Stay well-versed in sanitary ware products including features, benefits, installation, maintenance, and competitors.
• Provide basic technical guidance on product choice, compatibility, and installation tips to customers.
• Coordinate with technical and installation teams to access detailed product info to share with clients.
• Work alongside sales, finance, procurement, and planning teams to align on customer demands, order priorities, credit, invoicing, payments, stock, and promotions.
• Prepare daily and weekly reports on order status, customer feedback, complaint resolutions, and satisfaction indicators.
• Analyze customer service KPIs such as response times, resolution rates, and satisfaction scores to recommend improvements.
• Identify frequent customer issues and suggest process optimizations to reduce errors and improve service.

Qualifications

• Bachelor's degree or higher in Business Administration, Marketing, Communications, or related areas. Relevant diploma with extensive experience may also be considered.
• Two to three years minimum experience in customer service, preferably within building materials, construction, or sanitary ware sectors.
• Proven ability in order processing, complaint handling, and managing customer relationships.
• Experience working in Uganda or East Africa with understanding of local customer behavior and business norms is advantageous.

Language Skills

• Fluency in spoken and written English essential for clear communication with customers and internal teams as well as preparing reports and correspondence.
• Knowledge of local languages such as Luganda or Swahili is a strong plus for engaging effectively with customers.

Technical and Soft Skills

• In-depth knowledge of sanitary ware products is highly valued.
• Proficient in Microsoft Office (Excel, Word, Outlook) and CRM/ERP platforms.
• Familiarity with order management and inventory software.
• Excellent communication, interpersonal skills, and a customer-first mindset.
• Strong problem-solving capability with excellent attention to detail.
• Patience, empathy, and resilience in managing challenging customer interactions.
• Ability to multitask, prioritize duties and work efficiently under pressure.
• Team-orientation with a proactive and cooperative attitude.

Additional Requirements

• Possession of a valid driving license is beneficial though not mandatory for occasional customer site visits.
• Flexibility to work outside standard business hours to meet customer needs.

Offerings

• A competitive remuneration and benefits package.
• Working with a top-tier building materials brand.
• Full product training and opportunities for professional growth.
• A supportive and dynamic team environment focused on customers.
• Potential career development within the commercial division.