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Customer Service Officer at Safal Group
Safal Group
October 14, 2026
Full-time
On-site
Key Responsibilities
Liaise with distribution customers, project customers, and SBS customers to understand their requirements and provide timely support.
Prepare accurate sales quotations and follow up with customers.
Convert confirmed quotations into sales orders, ensuring product specifications, quantities, pricing, and delivery details are correct.
Check customer account status, credit limits, and outstanding balances with support from Credit Control before processing or releasing orders.
Ensure all system processes and internal procedures are followed and obtain the necessary approvals at each stage.
Coordinate with sales, production, stores, and dispatch teams to ensure orders are fulfilled accurately and on time.
Manage orders end-to-end, keeping customers informed of progress and resolving any issues.
Maintain accurate records of quotations, sales orders, approvals, and customer communications.
Follow up after delivery to confirm receipt and address outstanding concerns.
Monitor on-time and in-full performance (OTIF)
Monitor loading turnaround time (TAT) for assigned customers to ensure timely dispatch.
Requirements
Qualifications Required
Minimum academic qualification: Bachelor's degree in Business Administration, Supply Chain Management, Sales and Marketing, Logistics, or a related field.
Added advantage: A relevant professional certification or diploma in Customer Service, Supply Chain Management, Logistics, or a related discipline.
Professional registration: N/A
Experience Required
At least one (1) to two (2) years of relevant experience in customer service, order management, logistics, or supply chain operations.
Experience in customer order processing, dispatch coordination, complaint resolution, and customer relationship management.
Practical experience using ERP systems, preferably SAP.
Experience in the steel, building materials, manufacturing, or distribution industry will be an added advantage.
Knowledge of inventory management, manufacturing processes, and distribution operations will be an added advantage.
Key Competencies and Skills
Strong customer service and relationship management skills.
Excellent verbal and written communication, coordination, and interpersonal skills.
Strong analytical, problem-solving, and decision-making abilities.
Good planning, organisational, and time management skills.
Ability to manage multiple customer orders and competing priorities effectively.
High level of accuracy and attention to detail in order processing and documentation.
Strong teamwork, accountability, and results orientation.
Ability to work under pressure and meet strict operational deadlines.
Ability to handle customer complaints professionally and coordinate timely resolutions.
Strong follow-up skills to ensure orders are processed, dispatched, and delivered within agreed timelines.
Language Requirements
Proficiency in English and Kiswahili, both written and spoken.
Computer Literacy
Practical experience using ERP systems is mandatory; SAP ERP experience is preferred.
Proficiency in Microsoft Excel, Word, PowerPoint, and Outlook.
Personality Profile
Positive and customer-focused.
Collaborative and team-oriented.
Proactive, responsive, and prompt.
Results-driven and self-motivated.
Energetic and enthusiastic.
Accountable, dependable, and committed.
Demonstrates a strong sense of ownership and integrity.
Liaise with distribution customers, project customers, and SBS customers to understand their requirements and provide timely support.
Prepare accurate sales quotations and follow up with customers.
Convert confirmed quotations into sales orders, ensuring product specifications, quantities, pricing, and delivery details are correct.
Check customer account status, credit limits, and outstanding balances with support from Credit Control before processing or releasing orders.
Ensure all system processes and internal procedures are followed and obtain the necessary approvals at each stage.
Coordinate with sales, production, stores, and dispatch teams to ensure orders are fulfilled accurately and on time.
Manage orders end-to-end, keeping customers informed of progress and resolving any issues.
Maintain accurate records of quotations, sales orders, approvals, and customer communications.
Follow up after delivery to confirm receipt and address outstanding concerns.
Monitor on-time and in-full performance (OTIF)
Monitor loading turnaround time (TAT) for assigned customers to ensure timely dispatch.
Requirements
Qualifications Required
Minimum academic qualification: Bachelor's degree in Business Administration, Supply Chain Management, Sales and Marketing, Logistics, or a related field.
Added advantage: A relevant professional certification or diploma in Customer Service, Supply Chain Management, Logistics, or a related discipline.
Professional registration: N/A
Experience Required
At least one (1) to two (2) years of relevant experience in customer service, order management, logistics, or supply chain operations.
Experience in customer order processing, dispatch coordination, complaint resolution, and customer relationship management.
Practical experience using ERP systems, preferably SAP.
Experience in the steel, building materials, manufacturing, or distribution industry will be an added advantage.
Knowledge of inventory management, manufacturing processes, and distribution operations will be an added advantage.
Key Competencies and Skills
Strong customer service and relationship management skills.
Excellent verbal and written communication, coordination, and interpersonal skills.
Strong analytical, problem-solving, and decision-making abilities.
Good planning, organisational, and time management skills.
Ability to manage multiple customer orders and competing priorities effectively.
High level of accuracy and attention to detail in order processing and documentation.
Strong teamwork, accountability, and results orientation.
Ability to work under pressure and meet strict operational deadlines.
Ability to handle customer complaints professionally and coordinate timely resolutions.
Strong follow-up skills to ensure orders are processed, dispatched, and delivered within agreed timelines.
Language Requirements
Proficiency in English and Kiswahili, both written and spoken.
Computer Literacy
Practical experience using ERP systems is mandatory; SAP ERP experience is preferred.
Proficiency in Microsoft Excel, Word, PowerPoint, and Outlook.
Personality Profile
Positive and customer-focused.
Collaborative and team-oriented.
Proactive, responsive, and prompt.
Results-driven and self-motivated.
Energetic and enthusiastic.
Accountable, dependable, and committed.
Demonstrates a strong sense of ownership and integrity.