Building Materials Customer Service Specialist

Job Overview

Twyford International Uganda is seeking a dedicated Building Materials Customer Service Specialist to join their growing team in Luwero District. This role focuses on delivering exceptional service to customers in the building materials and sanitary ware sector. The specialist will be the primary point of contact for inquiries, orders, and after-sales support, ensuring customer satisfaction through knowledgeable and efficient service.

Operating from the company’s facility at Plot No. 63, Bamunarika Block 269, Namasanga & Namunkekera, Kapeeka, the successful candidate will work closely with internal teams including sales, logistics, and technical departments. This position requires a blend of product expertise, communication skills, and problem-solving abilities to handle diverse customer needs effectively. The role contributes directly to Twyford’s reputation for quality and reliability in the Ugandan construction market.

As a key member of the customer service team, you will help maintain accurate records, process transactions smoothly, and provide technical guidance on product selection and usage. This is an opportunity to build a career with a respected international brand that values employee development and customer excellence. The position offers stability and growth potential within a structured corporate environment.

Key Responsibilities

• Handle customer inquiries via phone, email, and in-person visits with professionalism and prompt attention to detail.
• Process sales orders accurately in ERP and CRM systems, ensuring correct product codes, quantities, and delivery information.
• Provide comprehensive product information and technical support on Twyford’s sanitary ware and building materials range.
• Manage returns, exchanges, and warranty claims following company procedures to maintain customer trust and satisfaction.
• Resolve customer complaints through active listening, problem analysis, and effective solution implementation.
• Maintain up-to-date customer records including contact details, purchase history, and communication logs in the database.
• Collaborate with logistics and warehouse teams to coordinate timely order fulfillment and delivery scheduling.
• Gather and relay customer feedback to product and sales teams to support continuous improvement initiatives.

Qualifications & Experience

Essential

• Bachelor’s degree in Business, Marketing, Communications, or a closely related field from a recognized institution.
• Minimum 3-5 years of proven experience in customer service roles, preferably within building materials or sanitary ware industries.
• Excellent verbal and written communication skills in English, with ability to convey technical information clearly to diverse audiences.
• Strong working knowledge of MS Office applications (Word, Excel, Outlook) and experience with CRM or ERP software systems.
• Demonstrated problem-solving abilities and meticulous attention to detail when processing orders and handling customer issues.

Desirable

• Fluency in local Ugandan languages such as Luganda or Luo to enhance communication with a broader customer base.
• Prior experience working with Twyford products or similar international building materials brands in East Africa.
• Knowledge of Ugandan construction standards, building regulations, and common installation practices for sanitary ware.
• Experience in handling warranty processes and after-sales service coordination for durable goods.
• Basic understanding of inventory management principles and stock control procedures in a distribution environment.

What the Role Offers

• Competitive monthly salary commensurate with experience and qualifications, paid regularly via bank transfer.
• Company contribution to statutory benefits including NSSF and gratuity as per Ugandan employment law.
• Access to ongoing professional training programs focused on product knowledge and customer service excellence.
• Subsidized lunch provision during working days to support employee wellbeing and convenience.
• Reliable transport allowance to assist with commuting to the Kapeeka facility from surrounding areas.

How to Apply

Interested candidates should submit a current CV, copies of academic certificates and professional qualifications, and a brief cover letter outlining their suitability for the Building Materials Customer Service Specialist role. Please apply now by clicking the link below.

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