Key Responsibilities

1. Lead Intake & Qualification:

Manage all inbound channels: showroom walk-ins, calls, WhatsApp Business, email, website forms, and social media (DMs & Google My Business).

Qualify leads using BANT (Budget, Authority, Need, Timeline).

Book showroom consultations/site measurements and capture full client details in CRM (contacts, location, scope, photos, timelines).

2. Sales Support & Quotation Follow-up:

Coordinate with Sales/Estimations to ensure accurate BOQs, specifications (glass, colors, finishes, accessories), and timelines.

Share quotations/drawings, explaining options, warranties, and maintenance requirements.

Proactively follow up on quotations, address objections, and upsell value-adds (smart locks, mosquito mesh, security glass, acoustic packages).

3. Order Confirmation & Pre-Production:

Guide clients through approvals: drawings sign-off, material selection, contract/LPO, invoicing, and deposits.

Schedule final measurements within SLA and coordinate with Operations for production scheduling.

Manage client expectations on lead times, site readiness (structural works, tiling, plastering), and safety requirements.

4. Production Updates & Installation Coordination:

Provide clients with weekly status updates during fabrication.

Track ETAs and communicate timelines clearly.

Align installation dates with site teams (contractors, designers, QS).

Prepare site handover packs (method statements, risk assessments, access lists).

Coordinate snag lists to ensure safe, clean, and minimally disruptive installations.

5. Handover & After-Sales Support:

Conduct formal project handovers and issue care/maintenance guides and warranty certificates.

Manage after-sales requests (repairs, adjustments, seals, rollers, handles) with the Service Team.

Encourage reviews/testimonials (Google, social media) and manage case study approvals.

6. CRM, Reporting & Process Improvement:

Maintain 100% CRM accuracy: records, notes, photos, drawings, revenue projections, and next actions.

Generate weekly dashboards (leads, conversions, lost-deal reasons, CSAT/NPS, response times).

Suggest process improvements, templates, and scripts to enhance efficiency and customer experience.

7. Brand & Reputation Management:

Monitor/respond to online reviews and messages in line with brand voice and SLAs.

Support showroom excellence: ensure displays, samples, and signage are up to standard.

Assist in event readiness (open days, trade expos).

Requirements and Qualifications:

Diploma or Degree in Business, Communications, Construction Management, Interior Design, or a related field.

2+ years experience in customer service, sales coordination, or client-facing roles (preferably in building materials, fenestration, construction, interiors, or manufacturing).

Working knowledge of aluminum/glass systems (windows, doors, balustrades, shower cubicles) and ability to interpret basic BOQs/drawings.

Proficiency in CRM systems (HubSpot/Zoho), Google Workspace, WhatsApp Business, and project-tracking tools.

Strong communication skills in English & Swahili.

Nice to Have

Familiarity with ISO/quality systems, warranties, and safety protocols for construction sites.

Experience coordinating subcontractors/technicians and managing field service requests.

Understanding of costing basics, VAT/eTIMS documentation, and delivery processes.

Application Process:

Interested candidates are encouraged to apply by sending their updated CV through our Career Page.

Application Deadline: 1st September 2025