Customer Relationship and Fulfillment Officer - Petroleum Industry at Reeds Africa Consult

Key Responsibilities:

Customer Relationship Management:

• Serve as a liaison between clients and internal departments.
• Maintain regular communication with customers regarding orders, service delivery, and follow-ups.
• Handle inquiries, provide product/service information, and resolve complaints promptly and professionally.
• Build trust and rapport with clients to promote long-term engagement and satisfaction.

 Order & Fulfillment Coordination:

• Accurately track customer orders.
• Coordinate with the operations teams to ensure timely clearance and processing of orders.
• Monitor delivery timelines and proactively update clients on any delays or issues.
• Ensure correct documentation (BOL, fan tickets, gate pass) are issued and uploaded 

 Data Management & Reporting:

•  Maintain updated records of customer interactions, orders, and service issues.
• Generate and submit daily/weekly reports on customer feedback, order fulfillment status, and complaints resolution.
• Assist in analyzing customer trends and recommending improvements to service delivery processes.

Service Quality & Compliance:

•  Ensure all customer service processes align with company standards, SLAs, and quality expectations.
• Support the implementation of customer satisfaction surveys and other feedback tools.
• Comply with data protection and confidentiality guidelines.

Job Requirements

Qualifications & Experience:

• Diploma or Bachelor's degree in Business Administration, Customer Service, Supply Chain, or a related field.
• Minimum 5 years’ experience in a customer-facing or order fulfillment role in a Petroleum Industry is a MUST.
• Proficiency in CRM systems and Microsoft Office tools (especially Excel and Word).
• Knowledge of clearance and order processes for petroleum products.
• Ability to Work Under Pressure & Meet Deadlines