Department: Sales & Distribution
Section: N/A Duty Station: Kampala-Uganda
Reports: Operations Manager
Supervises: Customer Service team

Job Purpose:The Customer Service and Order Fulfilment Lead is responsible for delivering excellent customer service while managing customer orders from receipt to delivery. The role ensures accurate order processing, timely delivery of customer orders and a key link between customers, sales, warehouse, and logistics teams to ensure customer satisfaction and operational efficiency.

Key Internal Stakeholders.

• Operations
• Sales & Distribution

Key External Stakeholders.

• Distributors
• Customers

Key Responsibilities

Customer Service

• Serve as the first point of contact for customer inquiries using different mediums i.e. Phone, email and in person.
• Provide accurate product information, availability, pricing, and delivery schedules.
• Maintain strong relationships with customers to promote repeat business and customer loyalty.
• Handle customer complaints professionally and ensure timely resolution in line with company policy.
• Escalate complex customer issues to the relevant department or person when necessary.

Order Processing & Fulfilment

• Receive, verify, and process customer orders accurately in the system.
• Coordinate with production, warehouse and logistics teams for timely order processing, picking, packing and dispatch to ensure orders are prepared according to specifications and quality standards.
• Liaise with distribution and transport teams to ensure timely delivery while maintaining cold-chain integrity.
• Track orders status and proactively provide regular updates to customers on delivery progress or delays.

Inventory & Cold Chain Coordination

• Confirm product availability and stock levels with warehouse teams to minimize order discrepancies.
• Support stock rotation (FIFO) and traceability requirements for products.
• Assist in maintaining accurate order and inventory records in the system.

Compliance, Health & Safety

• Ensure all order fulfilment activities comply with food safety standards, cold-chain requirements, and SOPs.
• Support continuous improvement initiatives to enhance order fulfilment efficiency and customer experience.
• Comply with health, safety, and data protection requirements.

Records & Reporting

• Maintain accurate customer, sales, and delivery records.
• Prepare daily and weekly reports on order fulfilment, deliveries, customer complaints, and returns.
• Support audits and inspections by ensuring proper documentation is available.

Key Performance Indicators (KPIs)

• Order accuracy and completeness
• On-time delivery rate
• Customer satisfaction and complaint resolution time
• Order processing turnaround time

Minimum Qualification Requirements:

Related Minimum Experience:

• Diploma or Bachelor’s degree in Business Administration, Sales, Supply Chain Management, or a related field.
• At least 2 years’ experience in customer service, order fulfilment, or sales administration, preferably in food processing, FMCG, or manufacturing.

Competencies/Skills Required:

• Excellent verbal and written communication skills.
• Strong customer service orientation.
• Problem-solving and conflict resolution.
• Proficiency in MS Office, ERP order management systems.
• Team player with strong coordination.

Knowledge

• Knowledge of cold-chain operations and food safety standards is an added advantage

Attributes

• High integrity and attention to detail
• Professional and courteous demeanor
• Proactive and solution oriented
• Highly flexible

• Serve as the first point of contact for customer inquiries using different mediums i.e. Phone, email and in person.
• Provide accurate product information, availability, pricing, and delivery schedules.
• Maintain strong relationships with customers to promote repeat business and customer loyalty.
• Handle customer complaints professionally and ensure timely resolution in line with company policy.
• Escalate complex customer issues to the relevant department or person when necessary.
• Receive, verify, and process customer orders accurately in the system.
• Coordinate with production, warehouse and logistics teams for timely order processing, picking, packing and dispatch to ensure orders are prepared according to specifications and quality standards.
• Liaise with distribution and transport teams to ensure timely delivery while maintaining cold-chain integrity.
• Track orders status and proactively provide regular updates to customers on delivery progress or delays.
• Confirm product availability and stock levels with warehouse teams to minimize order discrepancies.
• Support stock rotation (FIFO) and traceability requirements for products.
• Assist in maintaining accurate order and inventory records in the system.
• Ensure all order fulfilment activities comply with food safety standards, cold-chain requirements, and SOPs.
• Support continuous improvement initiatives to enhance order fulfilment efficiency and customer experience.
• Comply with health, safety, and data protection requirements.
• Maintain accurate customer, sales, and delivery records.
• Prepare daily and weekly reports on order fulfilment, deliveries, customer complaints, and returns.
• Support audits and inspections by ensuring proper documentation is available.

• Excellent verbal and written communication skills.
• Strong customer service orientation.
• Problem-solving and conflict resolution.
• Proficiency in MS Office, ERP order management systems.
• Team player with strong coordination.

• Diploma or Bachelor’s degree in Business Administration, Sales, Supply Chain Management, or a related field.
• At least 2 years’ experience in customer service, order fulfilment, or sales administration, preferably in food processing, FMCG, or manufacturing.
• Knowledge of cold-chain operations and food safety standards is an added advantage
• High integrity and attention to detail
• Professional and courteous demeanor
• Proactive and solution oriented
• Highly flexible