Assistant Executive – Customer Service

Pwani Oil Products Limited, founded in 1985, is a Kenyan manufacturing company based in Mombasa. They produce various consumer goods and can be reached via info@pwani.net or their website pwani.net.

The Assistant Executive – Customer Service will be responsible for engaging with customers through various channels like phone, email, SMS, and WhatsApp. Key duties include accurately processing customer orders, ensuring timely conversion, and providing regular updates on delivery plans while resolving any order-related issues. The role also involves building and maintaining strong, long-term relationships with both customers and distributors. Additionally, the individual will gather market intelligence on competitor terms, offers, and pricing, support new product development, and drive customer uptake. Administrative tasks include maintaining accurate records, preparing performance reports, supporting account management, assisting with debt collections, and system clean-up.

1. Proactively engage with customers using various communication channels such as phone, email, SMS, and WhatsApp.
2. Accurately process customer orders and ensure their timely conversion.
3. Provide regular updates on delivery plans and effectively resolve any order-related issues.
4. Build and maintain strong, long-term relationships with both customers and distributors.
5. Gather market intelligence regarding competitor terms, offers, and pricing strategies.
6. Support the development of new products and encourage customer adoption.
7. Maintain accurate records and prepare comprehensive performance reports.
8. Support account management activities, debt collections, and system clean-up initiatives.

1. Hold a Diploma or Degree in Business Administration, Marketing & Sales, Management, Communication, Business Analytics, or a related field.
2. Possess at least 2 years of experience in customer service or a related role, preferably within the FMCG industry.
3. Demonstrate strong communication, negotiation, and relationship-building skills.
4. Be proficient in MS Office applications (Word, Excel, PowerPoint, Outlook) and customer relationship management (CRM) systems.
5. Exhibit a customer-centric, proactive, and results-oriented mindset.
6. Have good analytical and organizational skills.
7. Knowledge of ERP systems is considered an added advantage.