Building Material Customer Service Specialist

Job Overview

Twyford International Uganda is seeking a dedicated Building Material Customer Service Specialist to join their growing team in Uganda. This role focuses on delivering exceptional service to customers seeking sanitary ware and building materials solutions. The specialist will be the primary point of contact for inquiries, orders, and after-sales support, ensuring a seamless customer experience from initial contact to delivery and beyond.

Operating within Twyford’s established presence in the Ugandan market, this position plays a vital role in maintaining customer satisfaction and loyalty. The ideal candidate will combine product knowledge with strong interpersonal skills to build lasting relationships. This is an opportunity to contribute to a reputable international brand while developing expertise in the building materials sector.

The role requires a proactive individual who can manage multiple priorities while maintaining attention to detail. Success in this position will be measured by customer satisfaction scores, order accuracy, and efficient issue resolution. Twyford International Uganda offers a supportive environment where customer service excellence is valued and rewarded.

Key Responsibilities

• Respond promptly to customer inquiries via phone, email, and in-person regarding product availability, pricing, and specifications.

• Process and confirm customer orders accurately in the ERP system, ensuring all details are correct before forwarding to logistics.

• Provide regular order status updates to customers and proactively communicate any delays or changes in delivery schedules.

• Coordinate with the warehouse and logistics teams to schedule deliveries and ensure timely fulfillment of customer orders.

• Build and maintain strong customer relationships through consistent follow-up and personalized service to encourage repeat business.

• Handle product returns, warranty claims, and exchanges according to company procedures while maintaining accurate documentation.

• Ensure overall customer satisfaction by addressing concerns professionally and following up to confirm resolution of issues.

• Maintain up-to-date customer records in the CRM system, including interaction history, preferences, and purchase patterns.

• Resolve customer complaints by investigating root causes, offering appropriate solutions, and escalating complex issues to supervisors when necessary.

• Track all reported issues from initial report through to closure, ensuring timely resolution and documenting lessons learned for process improvement.

• Provide detailed product information and technical guidance on sanitary ware accessories, including installation recommendations and maintenance tips.

• Collaborate with technical teams to address complex product queries and recommend suitable solutions based on customer project requirements.

• Work closely with sales, finance, logistics, and warehouse teams to align on customer needs and share market feedback for continuous improvement.

• Prepare regular reports on customer service metrics, track KPIs such as response time and resolution rate, and identify areas for enhancing the customer experience.

Qualifications & Experience

Essential

• Minimum 3-5 years of proven experience in a customer service role, preferably within the building materials, sanitary ware, or related industries.