Customer Relationship & Fulfillment Officer at Reeds Africa Consult

To serve as the primary point of contact for clients, ensuring an exceptional customer experience from order placement through to fulfillment. This role focuses on nurturing long-term customer relationships while coordinating internally to ensure timely and accurate delivery of products or services.

Job Description

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 receive, process, and track customer orders.
• Coordinate with the logistics, warehouse, or operations teams to ensure timely dispatch and delivery.
• Monitor delivery timelines and proactively update clients on any delays or issues.
• Ensure correct documentation (invoices, delivery notes, receipts) is issued and recorded.

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 2–3 years’ experience in a customer-facing or order fulfillment role.
• Proficiency in CRM systems and Microsoft Office tools (especially Excel and Word).
• Knowledge of inventory and logistics systems is an added advantage.
• Ability to Work Under Pressure & Meet Deadlines