Assistant Executive – Customer Service

About the role

The Assistant Executive – Customer Service will act as a key liaison between Pwani Oil and its customers, ensuring smooth order processing, timely deliveries, and strong relationship management. This role supports sales growth and product launches while maintaining accurate records and providing market insights.

Key responsibilities

• Build and maintain customer relationships via phone, email, WhatsApp, and SMS.
• Process orders, schedule deliveries, and coordinate documentation with internal teams.
• Update customers on delivery status and resolve any order issues promptly.
• Collect market and competitor information to aid strategic decisions.
• Support new product introductions and collaborate with distributors for successful launches.
• Maintain accurate customer records and generate performance reports on satisfaction and order fulfillment.
• Assist with sales forecasting, debt collection, pricing updates, promotions, and claims processing.
• Help distributors with stock planning, product availability, and market execution.
• Continuously improve product knowledge through training and identify capability gaps.

Required profile

• Diploma or Bachelor’s degree in Business Administration, Marketing, Communications, Business Analytics or related field.
• Minimum 2 years of experience in customer service or account management, preferably in FMCG.
• Proficiency in Microsoft Office Suite and basic understanding of ERP and CRM systems.

Required skills

• Microsoft Office Suite
• ERP
• CRM