Customer Service Officer

About the role

Safal Group is hiring a Customer Service Officer in Westlands, Nairobi. The role covers end-to-end customer order management: liaising with distribution, project and SBS customers, preparing quotations, converting them into sales orders and coordinating with sales, production, stores and dispatch teams so orders are fulfilled accurately and on time.

Key responsibilities

• Liaise with distribution, project and SBS customers to understand their requirements and provide timely support.
• Prepare accurate sales quotations and follow up with customers.
• Convert confirmed quotations into sales orders, checking specifications, quantities, pricing and delivery details.
• Check customer account status, credit limits and outstanding balances with Credit Control before releasing orders.
• Follow internal procedures and obtain the necessary approvals at each stage.
• Coordinate with sales, production, stores and dispatch teams and keep customers informed of progress.
• Maintain accurate records of quotations, orders, approvals and communications.
• Follow up after delivery to confirm receipt and resolve outstanding concerns.
• Monitor OTIF and loading turnaround time (TAT) for assigned customers.

Required profile

• Bachelor's degree in Business Administration, Supply Chain Management, Sales and Marketing, Logistics or a related field.
• At least 1 to 2 years of experience in customer service, order management, logistics or supply chain operations.
• Experience in order processing, dispatch coordination, complaint resolution and customer relationship management.
• Proficiency in English and Kiswahili, written and spoken.
• Added advantage: experience in the steel, building materials, manufacturing or distribution industry, and knowledge of inventory management and manufacturing processes.

Required skills

• Practical experience with ERP systems is mandatory; SAP ERP experience is preferred.
• Proficiency in Microsoft Excel, Word, PowerPoint and Outlook.
• Strong customer service, communication, analytical and problem-solving skills, and ability to work under pressure.