Job role insights
-
Closing date
April 24, 2026
-
Seniority Level
Executive
-
Education Level
Bachelor Degree
-
Experience
2+ Years
Description
Company: Savannah Cement 2025 Ltd
Job Title: Customer Service Associate
Department: Commercial / Sales
Reports to: Customer Service Coordinator
Location: Head Office
Role Type: Full-Time / Permanent
- Key Result Areas (KRAs)
Focus Area | Core Responsibility |
Order Management | Managing the end-to-end Order-to-Cash cycle via ERP systems. |
Account Retention | Maintaining B2B relationships with developers and distributors. |
Logistics Link | Coordinating with dispatch teams to minimize lead times. |
Issue Resolution | Resolving weight, quality, and delivery disputes. |
Telesales | Daily calling of Retailers for order generation |
- Key Performance Indicators (KPIs)
Metric | Target / Benchmark (2026) |
CSAT Score | ≥ 90% Satisfaction per interaction |
Order Accuracy | 100% (Zero errors in grade or quantity) |
First Contact Resolution | ≥ 80% of inquiries resolved on first call/chat |
Resolution Time | 24 – 48 hours for complex complaints |
Retention Rate | 75% – 85% Annual Client Retention |
Conversion Rate | ≥ 40% Lead-to-Order Conversion |
- Qualifications (Job Description Format)
- Education:
- Diploma or Bachelor’s degree in Business Administration, Marketing, or a related field.
- A background or certificate in Civil Engineeringor Building Construction is highly preferred to provide technical product support.
- Experience:
- 1–2 yearsin customer service or sales, ideally within the manufacturing or construction sector.
- Technical Skills:
- Proficiency in CRM software(e.g., Salesforce,)and ERP systems (e.g., SAP or Microsoft Dynamics).
- Advanced Microsoft Excel skills for tracking order data and generating reports.
- Soft Skills:
- Exceptional negotiation and de-escalation skills.
- Ability to communicate fluently in English and Swahili business languages.
- Strict attention to detail regarding billing and logistics
How To Apply
Visit our website to submit your application by Friday, 10th April 2026.
Skills
Work Type
Interested in this job?
5 days left to apply