Customer Service Officer

Job Summary

Acts as a liaison among sales, transport, and warehouse teams. Overall responsible for sales order processing, complaint handling, and managing orders, errors, account questions, billing, cancellations, and other customer queries.

Key Responsibilities

• Receive daily sales orders from company sales representatives and create sales orders in the system accurately
• Verify that the customer is a registered and approved agent to distribute company products
• Check product and finished goods availability in the warehouse system to ensure order fulfillment
• Verify pricing accuracy in the system and confirm orders for processing
• Ensure orders do not exceed approved credit limits
• Ensure stock allocation is completed properly according to company policy
• Verify that customers or agents have deposited equivalent cash or issued postdated cheques per agreed payment terms
• Generate picking lists for orders and provide to warehouse for delivery or shipment arrangement
• Request transport section to arrange appropriate trucks for order delivery
• Ensure invoicing and attachments are accurate and complete
• Ensure sales discounts and trade promotions are applied per approved notes from respective managers or officials
• Follow up on timely collection of proofs of delivery
• Report daily executed sales to concerned bodies at end of business day
• Record pending orders accurately and communicate to sales and logistics teams
• Record and resolve customer complaints via phone, email, or mail
• Use telephone to reach out to customers and verify account information
• Assist with placement of orders, refunds, or exchanges
• Work with customer service manager to ensure proper customer service delivery

Required Competencies

• Demonstrated proficiency with Microsoft Office applications
• Knowledge of sales and marketing management
• Knowledge of customer handling
• Excellent interpersonal and communication skills
• Knowledge of sales order processing and dispatching

Location

Addis-Abeba, Ethiopia