Customer Service Representative (2 Positions)

Customer Service Representative (2 Positions)

Direct Line Reporting: Customer Service Supervisor

Industry Sector: Hardware / Building Materials

Gross Salary Structure: Kshs. 25,000

Location: Industrial Area

Job Overview

We are seeking two highly organized, client-centric Customer Service Representatives to anchor our corporate front-desk and order-management pipeline. Your primary objective is to deliver quick, professional assistance to our trade contractors, walk-in builders, and institutional accounts while ensuring perfect transactional precision. This position bridges high-volume customer relations with structured logistics coordination; you will guide orders from initial technical inquiries and price calculations through to physical dispatch tracking and post-delivery follow-ups. The role calls for an adaptable individual with an authentic interest in structural building materials who can preserve absolute composure inside a busy commercial environment.

Core Competencies

Frontline Assistance & Inbound Inquiries

• Welcome walk-in contractors and professional buyers warmly, answering multi-channel telephone inquiries regarding material supplies.
• Deliver accurate real-time parameters covering product specifications, updated price metrics, and localized stock availability.
• Isolate, manage, and settle client friction points or material disputes promptly, protecting corporate service benchmarks.
• Partner with field sales agents to fulfill specialized bulk client requirements and boost overall account satisfaction rankings.

Multi-Channel Account Care

• Cultivate and insulate deep, long-term working relationships with active real estate developers, foremen, and wholesale suppliers.
• Drive consistent, methodical trace campaigns on pending commercial quotes, unresolved orders, and specific client requests.
• Execute strategic account cultivation strategies by introducing complementary hardware lines, advanced tools, or bulk product packages.

Order Processing & Supply Alignment

• Receive, register, and format incoming material orders accurately within the primary transaction system to eliminate entry discrepancies.
• Coordinate daily with warehouse managers and fleet dispatch teams to ensure accurate bulk loading and on-time transport execution.
• Update customers proactively on consignment locations, shipping transit delays, and expected site delivery windows.
• Query internal inventory logs continuously to verify stock volumes prior to closing large-scale transactions.

Administrative Support & Records Integrity

• Compile and manage complete client transaction files, billing records, and delivery verification documentation.
• Draft detailed daily, weekly, and monthly tracking summaries reflecting total sales inquiries, resolved disputes, and order conversion data.
• Assist administrative desks with invoice compilation, basic point-of-sale entries, and structural order archiving.

Skills & Experience Required

Minimum Entry Criteria

• Academic Foundation: Diploma or Bachelor's Degree in Business Administration, Sales, Marketing, or a complementary commercial track.
• Industry Experience: Mandatory previous experience working within a hardware store, building materials yard, construction firm, or a directly matching structural supply company.
• Operational Track Record: Proven capabilities managing high-volume order desks, customer service systems, and contractor portfolios.
• Communication: Elite verbal and written articulation paired with strong listening skills to handle technical product line questions easily.

Tactical Skillsets

• Logistical Synchronization: Strong functional understanding of inventory tracking paths, wholesale retail structures, and order fulfillment workflows.
• Fast-Paced Adaptability: Exceptional multitasking capacity, with the ability to maintain accuracy under heavy phone volumes and walk-in client flows.
• Problem Mitigation: Analytical mind capable of de-escalating order mix-ups, shipping delays, or material disputes calmly and decisively.

Why Us

• Operational Immersion: Master specialized commercial logistics and account management pipelines within a fundamental, recession-proof industry.
• Career Evolution: Enhance your corporate profile by working directly with major construction contractors, corporate builders, and supply leaders.
• Dynamic Environment: Refine your professional multitasking capabilities inside an energetic hub located at the heart of Nairobi's primary commercial district.

Way to Apply

Please send your CV for the Customer Service Representative role. Ensure the exact job title is indicated in your email subject line.