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.