Customer Service Jobs. Pwani Oil Jobs. Looking for a customer service job in Kenya? Pwani Oil is hiring an Assistant Executive – Customer Service to handle customer inquiries, resolve complaints, process orders, maintain client relationships, and ensure excellent service delivery. The role is based in Nakuru and experience in client relationship management is required.

Responsibilities or duties

• 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 or requirements

• Diploma or Bachelor’s degree in Business Administration, Marketing & Sales, Communication, Business Analytics, or a related field.
• Proficiency in Microsoft Office Suite with a basic understanding of ERP and CRM systems.

Experience needed

• 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.

• 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 analysis
• Product knowledge
• 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 with a basic understanding of ERP and CRM systems.