Building Material Customer Service Specialist

Job Overview

Twyford International Uganda is seeking a dedicated Building Material Customer Service Specialist to join their growing team in Uganda. This role focuses on delivering exceptional service to customers seeking sanitary ware and building materials solutions. The specialist will be the primary point of contact for inquiries, orders, and after-sales support, ensuring a seamless customer experience from initial contact to delivery and beyond.

Operating within Twyford’s established presence in the Ugandan market, this position plays a vital role in maintaining customer satisfaction and loyalty. The ideal candidate will combine product knowledge with strong interpersonal skills to build lasting relationships. This is an opportunity to contribute to a reputable international brand while developing expertise in the building materials sector.

The role requires a proactive individual who can manage multiple priorities while maintaining attention to detail. Success in this position will be measured by customer satisfaction scores, order accuracy, and efficient issue resolution. Twyford International Uganda offers a supportive environment where customer service excellence is valued and rewarded.

Key Responsibilities

• Respond promptly to customer inquiries via phone, email, and in-person regarding product availability, pricing, and specifications.
• Process and confirm customer orders accurately in the ERP system, ensuring all details are correct before forwarding to logistics.
• Provide regular order status updates to customers and proactively communicate any delays or changes in delivery schedules.
• Coordinate with the warehouse and logistics teams to schedule deliveries and ensure timely fulfillment of customer orders.
• Build and maintain strong customer relationships through consistent follow-up and personalized service to encourage repeat business.
• Handle product returns, warranty claims, and exchanges according to company procedures while maintaining accurate documentation.
• Ensure overall customer satisfaction by addressing concerns professionally and following up to confirm resolution of issues.
• Maintain up-to-date customer records in the CRM system, including interaction history, preferences, and purchase patterns.
• Resolve customer complaints by investigating root causes, offering appropriate solutions, and escalating complex issues to supervisors when necessary.
• Track all reported issues from initial report through to closure, ensuring timely resolution and documenting lessons learned for process improvement.
• Provide detailed product information and technical guidance on sanitary ware accessories, including installation recommendations and maintenance tips.
• Collaborate with technical teams to address complex product queries and recommend suitable solutions based on customer project requirements.
• Work closely with sales, finance, logistics, and warehouse teams to align on customer needs and share market feedback for continuous improvement.
• Prepare regular reports on customer service metrics, track KPIs such as response time and resolution rate, and identify areas for enhancing the customer experience.

Qualifications & Experience

Essential

• Minimum 3-5 years of proven experience in a customer service role, preferably within the building materials, sanitary ware, or related industries.
• Excellent verbal and written communication skills in English, with the ability to convey technical information clearly to diverse audiences.
• Strong working knowledge of sanitary ware products, accessories, and their applications in residential and commercial construction projects.
• Proficiency in Microsoft Office Suite (Word, Excel, Outlook) and experience using CRM or ERP systems for order management and customer tracking.
• Demonstrated customer-focused mindset with meticulous attention to detail and a natural aptitude for problem-solving under pressure.
• Ability to work effectively both independently and as part of a team, maintaining a positive attitude while meeting deadlines and targets.

Desirable

• Previous experience specifically with Twyford products or similar international sanitary ware brands is considered a significant advantage.
• Fluency in one or more local Ugandan languages such as Luganda, Swahili, or Luo to enhance communication with a broader customer base.
• Familiarity with construction processes and building techniques to better understand customer needs and provide informed recommendations.
• Experience in handling technical product inquiries and coordinating with engineering or installation teams for complex projects.
• Basic understanding of inventory management principles and supply chain logistics as they relate to building materials distribution.

What the Role Offers

• Competitive monthly salary commensurate with experience, along with performance-based bonuses tied to customer satisfaction and retention metrics.
• Comprehensive health insurance coverage for the employee, including access to private medical facilities across Uganda for inpatient and outpatient care.
• Monthly transport allowance to facilitate reliable commuting to and from work, recognizing the challenges of urban transportation in Kampala and surrounding areas.
• Subsidized lunch provision during working hours, either through a canteen facility or daily meal voucher system to support employee wellbeing.
• Ongoing professional development opportunities including product training workshops, customer service certification programs, and access to Twyford’s global learning resources.
• Clear pathways for career advancement within Twyford International’s East African operations, with potential progression to senior customer service or team leadership roles.
• Positive and inclusive work environment that values diversity, encourages collaboration, and recognizes outstanding contributions through regular employee appreciation initiatives.

How to Apply

Interested candidates should submit a detailed CV and cover letter outlining their relevant experience and motivation for applying. Please ensure your application highlights your customer service background and knowledge of building materials. Please apply now by clicking the link below.

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