Dalilang Foods & Beverages is a Ugandan FMCG manufacturer producing packaged snacks, including potato crisps, gonja chips, coated peanuts and peanut butter, alongside spring water, fruit nectars and energy drinks.

Receive customer inquiries and orders across multiple communication channels to convert them into accurate sales orders.

Serve as a reliable coordination link between customers and internal departments including sales, warehouse, dispatch, finance, and transport.

Support seamless order fulfillment by tracking order progress, handling customer queries, and preparing standard commercial documents.

Key Duties & Responsibilities

• Receive customer orders via telephone, email, messaging systems, or approved online channels and convert them into accurate sales orders.
• Confirm customer identity, product names, quantities, delivery specifications, contact information, and related details.
• Enter orders into the company sales or ERP system utilizing only approved pricing information.
• Check stock availability and delivery schedules, ensuring unconfirmed delivery times are not promised to customers.
• Handle customer inquiries regarding products, orders, invoices, dispatch, and delivery status, referring unresolved questions to appropriate departments.
• Track orders through processing and notify customers of significant delays or updates as instructed.
• Record customer complaints accurately and safeguard the confidentiality of all customer records and commercial data.
• Prepare sales invoices, delivery notes, order confirmations, and related documentation from approved systems.

Skills

• Effective verbal communication, active listening, and telephone etiquette.
• Fast keyboard skills, basic numeracy, and accurate data entry.
• Customer service orientation with the ability to maintain composure when addressing dissatisfied customers.
• Proficiency in record keeping, complaint logging, and order tracking.
• Familiarity with email communication and computer based order or ERP systems.
• Education Qualifications & Experience
• Education Qualifications
• Degree, Diploma, Certificate, or National Certificate in Business Administration, Marketing, Commerce, Customer Service, Secretarial Studies, Office Management, Communication, Public Relations, Information Technology, Records Management, or related disciplines.
• Vocational office qualification, Uganda Advanced Certificate of Education (UACE), or Uganda Certificate of Education (UCE) with demonstrated computer literacy.

Experience

No prior work experience required.

Structured onboarding training is provided covering product information, ERP or CRM systems, telephone etiquette, order entry, pricing controls, complaints handling, and document processing.

• Receive customer orders via telephone, email, messaging systems, or approved online channels and convert them into accurate sales orders.
• Confirm customer identity, product names, quantities, delivery specifications, contact information, and related details.
• Enter orders into the company sales or ERP system utilizing only approved pricing information.
• Check stock availability and delivery schedules, ensuring unconfirmed delivery times are not promised to customers.
• Handle customer inquiries regarding products, orders, invoices, dispatch, and delivery status, referring unresolved questions to appropriate departments.
• Track orders through processing and notify customers of significant delays or updates as instructed.
• Record customer complaints accurately and safeguard the confidentiality of all customer records and commercial data.
• Prepare sales invoices, delivery notes, order confirmations, and related documentation from approved systems.

• Effective verbal communication, active listening, and telephone etiquette.
• Fast keyboard skills, basic numeracy, and accurate data entry.
• Customer service orientation with the ability to maintain composure when addressing dissatisfied customers.
• Proficiency in record keeping, complaint logging, and order tracking.
• Familiarity with email communication and computer based order or ERP systems.

• Degree, Diploma, Certificate, or National Certificate in Business Administration, Marketing, Commerce, Customer Service, Secretarial Studies, Office Management, Communication, Public Relations, Information Technology, Records Management, or related disciplines.
• Vocational office qualification, Uganda Advanced Certificate of Education (UACE), or Uganda Certificate of Education (UCE) with demonstrated computer literacy.