Customer Care Executive

Job Details

Reports to Customer Care Manager. Full-time position based in Kampala (Duty Station: Kampala). Responsible for managing interactions with walk-in, corporate and key customers, supporting corporate and field sales teams, and ensuring high service standards and timely order fulfillment. Mark the position you are applying for in the email subject line. Applications reviewed on a rolling basis and may close before deadline. Roofings Ltd is an equal opportunity employer and does not charge a fee at any stage of recruitment. Base salary not disclosed.

Key Duties and Responsibilities

• Manage and oversee interactions with walk-in, corporate, and key customers to ensure high service standards.
• Lead and coordinate customer service activities in support of corporate and field sales teams.
• Prepare and follow up on customer quotations, enquiries, and sales orders.
• Assess and advise customers on roofing material requirements, including product types, quantities, and specifications based on project needs.
• Communicate price changes, promotions, and special offers accurately and in a timely manner.
• Monitor competitor pricing and market trends; prepare and submit comparative market intelligence reports.
• Maintain strong relationships with customers to understand their needs and provide appropriate solutions.
• Track fast-moving items, monitor stock levels, and escalate potential shortages proactively.
• Coordinate with production teams to confirm product availability and manage custom or special orders.
• Ensure timely authorization, invoicing, and delivery of both standard and customized sales orders.
• Support credit control by following up on payments and coordinating with finance for collections and confirmations.
• Resolve escalated customer service or delivery issues promptly and effectively.
• Prepare and submit regular reports on customer service performance, estimations, and operational activities.
• Drive achievement of assigned customer service and sales support targets.
• Ensure compliance with company policies, procedures, and ethical standards.
• Perform any other duties as assigned by management.

Qualifications, Skills and Requirements

• Bachelor's degree in Business Administration, Marketing, or a related field.
• Strong communication and interpersonal skills.
• Good analytical and problem-solving abilities.
• Ability to multitask and work under pressure.
• Strong attention to detail and organizational skills.