CUSTOMER SERVICE OFFICER

Posted : 2025-11-25
Closing : 2025-12-25
Position Scope

Job Title: Customer Service Officer

Location: Nairobi

Experience: Minimum 6 Years in a Customer Service Role Within the Logistics Industry

Our client is seeking to recruit a qualified and competent Customer Service Officer. The ideal candidate is responsible for providing frontline support to customers by responding to inquiries, resolving issues, and ensuring a positive customer experience. The role coordinates closely with internal teams to process requests, maintain accurate records, and uphold service quality standards while fostering strong customer relationships.

Job Description

Key Responsibilities:

1. Customer Support & Relationship Management

  • Maintain strong, positive relationships with clients, transporters, and key external partners.

  • Ensure customer satisfaction by handling concerns promptly and providing follow-up until issues are resolved.

2. Order Management

  • Confirm product availability, pricing, and delivery timelines with operations teams.
  • Track each order from placement to delivery and keep customers updated.

3. Dispatch & Logistics Coordination

  • Coordinate with depot/terminal teams to schedule loading times and ensure trucks are loaded on time.

  • Address any issues affecting delivery (delays, documentation gaps, stock issues).

  • Ensure proper documentation for every dispatch and adherence to safety and regulatory standards.

4. Documentation & Record Keeping

  • Maintain accurate records of orders, delivery documents, customer interactions, and approvals.

  • Ensure all customer files, contracts, and service agreements are updated.

  • Prepare and submit daily/weekly order reports to management and relevant departments.

5. Operational Coordination

  • Work closely with operations, logistics, sales, finance, and compliance teams to ensure smooth service delivery.

  • Escalate operational challenges to management and propose solutions.

  • Participate in internal meetings to provide customer insights and operational feedback.

6. Billing & Payment Support

  • Support finance by issuing invoices, confirming customer account status, and tracking pending payments.

  • Assist customers with billing inquiries and resolve discrepancies in invoices or delivery confirmations.

7. Compliance & Safety

  • Ensure all orders and deliveries meet internal company regulations.

  • Promote adherence to safety standards in customer interactions, documentation, and dispatch processes.

  • Ensure the correct permits and compliance documents accompany each delivery order.

8. Reporting & Performance Tracking

  • Prepare regular reports on customer orders, complaints, turnaround times, and delivery performance.

  • Monitor service KPIs and highlight areas for improvement.

  • Track customer satisfaction trends and recommend process improvements.

Requirements

Qualifications and Experience

  • Bachelor’s degree in Customer Service,Communications, or a related field

  • Professional training or certification in Customer Service, Communication, or CRM systems is an added advantage.

  • Strong computer skills, including MS Office (Word, Excel, Outlook) and basic data entry proficiency.

  • Familiarity with CRM software, call management tools, or customer interaction platform

  • 5–8 years of experience in a customer service or client support role.

  • Demonstrated ability to handle customer inquiries, complaints, and escalations professionally.

  • Experience in order processing, front-office/customer-facing roles, or support coordination.

  • Proven ability to work in fast-paced environments and manage multiple tasks simultaneously.

  • Experience collaborating with internal teams is an added advantage.

  • Track record of maintaining strong customer relationships and delivering excellent service standards.

Skills