Customer Relationship and Fulfillment Officer - Petroleum Industry

Job Overview

Job Title: Customer Relationship & Fulfillment Assistant 

Location: Nairobi, Kenya

Industry: Petroleum Industry 

Job Purpose

Our client is seeking to recruit a Customer Relationship and Fulfillment Assistant to serve as the primary point of contact for clients, ensuring an exceptional customer experience from order placement through to fulfillment. This role focuses on nurturing long-term customer relationships while coordinating internally to ensure timely and accurate delivery of products or services. The ideal candidate MUST have proven experience working in a similar role in a Petroleum Company.

Key Responsibilities:

1. Customer Relationship Management:

•  Serve as a liaison between clients and internal departments.
• Maintain regular communication with customers regarding orders, service delivery, and follow-ups.
• Handle inquiries, provide product/service information, and resolve complaints promptly and professionally.
• Build trust and rapport with clients to promote long-term engagement and satisfaction.

 2. Order & Fulfillment Coordination:

• Accurately track customer orders.
• Coordinate with the operations teams to ensure timely clearance and processing of orders.
• Monitor delivery timelines and proactively update clients on any delays or issues.
• Ensure correct documentation (BOL, fan tickets, gate pass) are issued and uploaded 

 3. Data Management & Reporting:

•  Maintain updated records of customer interactions, orders, and service issues.
• Generate and submit daily/weekly reports on customer feedback, order fulfillment status, and complaints resolution.
• Assist in analyzing customer trends and recommending improvements to service delivery processes.

4. Service Quality & Compliance:

•  Ensure all customer service processes align with company standards, SLAs, and quality expectations.
• Support the implementation of customer satisfaction surveys and other feedback tools.
• Comply with data protection and confidentiality guidelines.

Qualifications & Experience:

• Diploma or Bachelor's degree in Business Administration, Customer Service, Supply Chain, or a related field.
• Minimum 5 years’ experience in a customer-facing or order fulfillment role in a Petroleum Industry is a MUST.
• Proficiency in CRM systems and Microsoft Office tools (especially Excel and Word).
• Knowledge of clearance and order processes for petroleum products.
• Ability to Work Under Pressure & Meet Deadlines