Company Overview

Today, Pwani Oil Product modern state of the art factory at Jomvu, Mombasa, has expanded and has a capacity to refine over 620 metric tonnes of oil a day, prepared to the highest international standards. Adding to this, Pwani Oil Products new production facility at Kikambala has impacted the washing and cleaning industry with excellent laundry and bathing soaps, which is to the highest quality. We strive daily to be seen as an organization that 'refines lives’ by consistently manufacturing premium quality products that offer great value. Pwani Oil Products has helped consumers enjoy their lives, confidently facilitating them to cook healthy and wash hygienically. All Pwani Oil Products have been certified by KEBS and HALAL. Pwani Oil Products Ltd is a proud member of the UN Global Compact.

Responsibilities

• Build and maintain strong customer relationships through proactive communication across phone, email, WhatsApp, and SMS.
• Ensure timely and accurate order processing, scheduling, documentation, and seamless order conversion by coordinating with customers and internal teams.
• Keep customers updated on deliveries and proactively resolve any order or delivery issues.
• Gather customer and market insights, including competitor activities, to support business growth and strategic decision-making.
• Drive new product introductions by partnering with distributors and supporting successful product launches.
• Maintain accurate customer records and prepare regular performance reports on customer satisfaction, order fulfillment, and key sales metrics.
• Manage customer accounts by supporting sales growth, forecasting, debt collection, pricing updates, promotions, claims processing, and partnership development.
• Promote product awareness, ensure optimal product availability, and support distributors with stock planning and market execution.
• Continuously develop product knowledge and professional skills through training while identifying capability gaps.
• Maintain accurate system records through regular order cleanup to support effective forecasting and production planning.

Qualifications and Requirements

• Diploma or Bachelor's degree in Business Administration, Marketing & Sales, Communication, Business Analytics, or a related field.
• Minimum of 2 years' experience in a similar customer service or account management role. Experience in customer service within the FMCG industry is an added advantage.
• Proficiency in Microsoft Office Suite with a basic understanding of ERP and CRM systems.

• Build and maintain strong customer relationships through proactive communication across phone, email, WhatsApp, and SMS.
• Ensure timely and accurate order processing, scheduling, documentation, and seamless order conversion by coordinating with customers and internal teams.
• Keep customers updated on deliveries and proactively resolve any order or delivery issues.
• Gather customer and market insights, including competitor activities, to support business growth and strategic decision-making.
• Drive new product introductions by partnering with distributors and supporting successful product launches.
• Maintain accurate customer records and prepare regular performance reports on customer satisfaction, order fulfillment, and key sales metrics.
• Manage customer accounts by supporting sales growth, forecasting, debt collection, pricing updates, promotions, claims processing, and partnership development.
• Promote product awareness, ensure optimal product availability, and support distributors with stock planning and market execution.
• Continuously develop product knowledge and professional skills through training while identifying capability gaps.
• Maintain accurate system records through regular order cleanup to support effective forecasting and production planning.

• Customer Relationship Management
• Order Processing
• Communication (Phone, Email, WhatsApp, SMS)
• Problem-Solving
• Market Research
• Product Knowledge
• Sales Support
• Forecasting
• Debt Collection
• Microsoft Office Suite
• ERP Systems (basic understanding)
• CRM Systems (basic understanding)

• Diploma or Bachelor's degree in Business Administration, Marketing & Sales, Communication, Business Analytics, or a related field.
• Minimum of 2 years' experience in a similar customer service or account management role.
• Experience in customer service within the FMCG industry is an added advantage.
• Proficiency in Microsoft Office Suite.
• Basic understanding of ERP and CRM systems.