Building Materials Customer Service Specialist – Twyford International Uganda

• Respond to customer inquiries professionally and promptly.
• Handle customer communication through telephone calls, emails, and in-person interactions.
• Understand customer needs and provide appropriate assistance.
• Provide accurate information about products and services.
• Maintain professional relationships with customers.
• Follow up on customer requests until they are resolved.
• Ensure customers receive a consistent and positive service experience.

• Receive and process customer orders.
• Enter orders accurately into the company's ERP or CRM systems.
• Verify product details, quantities, customer information, and other order requirements.
• Coordinate with relevant internal teams to support order fulfilment.
• Follow up on order status and communicate updates to customers.
• Identify and resolve order-processing errors promptly.

• Provide customers with accurate product information.
• Explain product features and specifications.
• Respond to basic technical product questions.
• Help customers identify suitable products based on their requirements.
• Liaise with technical, sales, production, or other relevant teams when specialist assistance is required.
• Keep product knowledge up to date.

• Receive and document return and exchange requests.
• Process warranty claims according to company procedures.
• Verify relevant customer and product information.
• Coordinate with internal teams to investigate customer claims.
• Communicate the status of claims to customers.
• Ensure approved returns and warranty cases are followed through to resolution.

• Listen carefully to customer complaints.
• Investigate the cause of customer concerns.
• Coordinate with relevant departments to identify solutions.
• Follow up on unresolved complaints.
• Communicate solutions clearly and professionally.
• Escalate complex issues to the appropriate supervisor.
• Maintain records of complaints and resolutions.
• Monitor recurring issues and share useful feedback with management.

• Maintain accurate customer records.
• Update customer information when necessary.
• Record inquiries, complaints, orders, returns, and warranty claims.
• Ensure information entered into CRM or ERP systems is accurate.
• Maintain appropriate documentation for customer-service activities.
• Protect confidential customer information.

• Coordinate with sales teams regarding customer orders.
• Work with logistics and warehouse teams on order fulfilment.
• Liaise with technical teams regarding product inquiries.
• Coordinate with finance teams where customer account or payment information is relevant.
• Share customer feedback with appropriate departments.
• Help resolve issues that require cross-functional collaboration.

• A Bachelor's degree in Business, Marketing, Communications, or a related field.

• 3–5 years of customer service experience.
• Experience in the building materials or sanitary ware industry is preferred.
• Experience using CRM or ERP systems is an advantage.
• Experience handling orders, returns, warranty claims, or customer complaints is highly relevant.

1. Answering customer calls and emails.
2. Responding to product inquiries.
3. Processing customer orders.
4. Updating orders in an ERP or CRM system.
5. Coordinating with sales and logistics teams.
6. Providing product information.
7. Handling returns and exchanges.
8. Following up on warranty claims.
9. Resolving customer complaints.
10. Updating customer records.
11. Escalating technical or complex issues.
12. Following up with customers to confirm that issues have been resolved.

• Resolved a difficult customer complaint.
• Corrected an order-processing error.
• Handled a return or warranty claim.
• Worked with several departments to solve a customer problem.
• Improved customer satisfaction.

• Customer service
• Building materials
• Sanitary ware
• Order processing
• CRM systems
• ERP systems
• Customer relationship management
• Complaint resolution
• Warranty claims
• Returns and exchanges
• Product support
• Sales support
• After-sales service
• Microsoft Office
• Customer records management

Handled customer complaints.

Managed customer complaints and coordinated with internal teams to ensure timely resolution and improved customer satisfaction.

Processed orders.

Accurately processed customer orders through an ERP system while coordinating with sales and logistics teams to support timely fulfilment.

• Your Bachelor's degree.
• Your 3–5 years of customer service experience.
• Experience in building materials or sanitary ware, if applicable.
• Your ERP/CRM experience.
• Your communication skills.
• Experience handling complaints and warranty claims.
• Your product knowledge.
• Your ability to work with different internal teams.
• Your problem-solving and attention-to-detail skills.

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