Executive Assistant At Pwani Oil

Role Overview

The successful candidate will be responsible for maintaining strong customer relationships while ensuring that orders, deliveries and account-related activities are handled accurately and efficiently. The role will work closely with customers, distributors, sales teams and internal departments to support service excellence, sales growth and effective market execution.

Key Responsibilities

Customer Relationship Management

• Build and maintain positive relationships with customers through regular engagement via telephone, email, WhatsApp, SMS and other approved communication channels.

• Respond promptly to customer requests, enquiries and service concerns.

• Keep customers informed throughout the order and delivery process.

• Identify potential service challenges early and coordinate appropriate solutions to minimise customer disruption.

Order and Delivery Coordination

• Receive, process and follow up customer orders accurately and within agreed timelines.

• Coordinate with relevant internal teams to ensure orders are converted and fulfilled smoothly.

• Manage order schedules, supporting documentation and related system updates.

• Monitor deliveries and provide customers with timely updates on order status.

• Investigate delayed, incomplete or problematic deliveries and coordinate corrective action.

• Regularly review and clean up order information in company systems to improve forecasting and production planning accuracy.

Customer Insights and Business Support

• Collect feedback and market information from customers and distributors.

• Monitor competitor activities and emerging market developments and share relevant findings with the appropriate teams.

• Use customer insights to identify opportunities for improved service, sales growth and business development.

• Maintain up-to-date customer information and account records.

• Prepare periodic reports covering customer satisfaction, order fulfilment and relevant sales performance indicators.

Account and Sales Support

• Support the management and growth of assigned customer accounts.

• Assist with sales forecasting and demand planning activities.

• Follow up on outstanding customer balances and support debt-collection efforts.

• Communicate approved pricing changes, promotions and commercial updates to customers and distributors.

• Coordinate the handling and processing of customer claims.

• Identify opportunities to strengthen customer and distributor partnerships.

• Support activities aimed at increasing product availability and improving market coverage.

Product and Distributor Support

• Work with distributors to introduce new products and contribute to successful product launches.

• Support distributors with stock planning and product availability.

• Promote awareness and understanding of the company's products among customers and channel partners.

• Help ensure products are appropriately positioned and supported within the market.

• Maintain strong knowledge of the product portfolio and relevant market developments.

Learning and Development

• Participate in relevant training and professional-development activities.

• Continuously improve knowledge of products, customer-service practices, commercial processes and market dynamics.

• Identify personal knowledge or capability gaps and take appropriate steps to address them.

Qualifications and Experience

• Diploma or Bachelor's degree in Business Administration, Marketing and Sales, Communications, Business Analytics or a related discipline.

• At least two years of relevant experience in customer service, customer relationship management or account management.

• Previous customer-service experience within the FMCG sector will be an added advantage.

• Proficiency in Microsoft Office applications.

• Basic working knowledge of ERP and CRM systems.

• Strong communication, coordination, organisational and customer-service skills.

Application

Apply: jobs@pwani.net
Deadline: 10th Aug 2026