Job Title: Customer Service & Logistics Representative
Organisation: True North Consult
Duty Station: Kampala, Uganda
About Organisation:
True North Consult Ltd is a boutique HR Consultancy Firm that offers bespoke HR solutions to selected clients in various sectors and industries across East Africa, with operational offices in Kampala, Nairobi and Kigali.
Job Summary: Customer Service & Logistics should support the business by ensuring customer orders are received, scheduled and delivered to customers in a timely manner, to help meet business sales and order fulfillment objectives. Meet customer expectations by providing status of customer accounts and order status. They should add value to both the customer and the organization through flawless execution, with constant emphasis on safety, compliance with local laws and controls.
Key Duties and Responsibilities:
- To support the business to meet and exceed sales and profitability targets by facilitating timely, cost-effective delivery of customer orders in a manner to meet and exceed customer expectations.
- Implementing credit policy and procedures to meet trade receivable and collection targets by assessing customers, determining customer credit limits and monitoring customer credit performance.
- Management of the accounting package to meet all controls requirements relating to controls and customer credit; and assist the fleet department to optimize truck delivery operations to reduce trucking costs.
- Responsible for coordination and implementation of the distribution Manager with a view to developing improvements in the Management of transport and logistics activities.
Principal Accountabilities
- Effectively manage customer accounts to ensure uninterrupted business and minimal company exposure in uncollected Trade Accounts Receivable.
- Prepare economic analysis of various aspects of industrial business sector
- Handle and resolve customer complaints
- Routinely explore new and profitable business opportunities (customer service wise) and subsequently conduct route and site risk assessments prior to the initial delivery.
- Leverage the skills and talents of other team members and support functions such as customer service, Accounts, Business Support and Technical services.
- Specifically, work closely with assets and engineering to ensure all equipment at customer sites is in prime working order and all projects are done within the defined parameters.
- Be first point of contact and take lead in resolving customer complaints and investigating any incidents objectives of the departments will be met timely.
- Hold structured meetings with the staff to ensure that the overall objectives of the department will be met, timely.
- Build strong relationships with customers, using interpersonal skills to network effectively and use this to leverage the continued business opportunities. Understand and anticipate evolving customer needs.
- Internally, I effectively work with supporting departments e.g. customer service, accounts, business support to achieve objectives.
- Ensure customers are up to date on new product benefits and price policy Monitor and inform sales management of potential problem areas, changes in market conditions, competitive practices which would affect sales profitability and recommend appropriate responses.
- Suggest innovative ways to ensure that business is continually carried out within company safety guidelines and controls.
- Manage customer orders by receiving, verifying, processing in the system, and ensuring timely invoicing and delivery in line with customer and credit requirements.
- Coordinate logistics to ensure accurate product specifications, proper delivery procedures, and prompt communication to customers and managers on order status or delays.
- Prepare and share periodic reports on order fulfillment, delivery performance, and customer account status with management and business lines.
- Handle customer support activities including meetings, feedback, goods return, credit note requests, and periodic verification of loaned equipment.
- Operational (For Managerial Job Only) Financial Management
- Manage the allocation of budget across the Department to ensure complete adherence and highlight any deviation from the plan in a timely manner and take corrective action as necessary and in line with the approved governance process
- Consolidate all reporting department’s budget input to formulate department budget and submit to leadership for approval and further consolidation
People Management
- Ensure that any employee has a Job description that reflects the expectations of the management about the position held
- Ensure, at the beginning of the year, that employees have been assigned challenging goals and that they are aware of the management expectations, along with set deadlines
- Provide guidance to direct reports, mentor and coach them when necessary
- Ensure that the staff is provided with the relevant training and materials needed to perform their job effectively and efficiently, in line with their job descriptions
- Monitor performance and give feedback and appraisal reviews on a regular basis to ensure that performance objectives are met
- Formulate workforce planning reports and talent acquisition plan and budgets for the department to ensure adequate staffing for optimal operational smoothness, and submit to the leadership for approval
- Identify talent for pivotal roles from a succession management standpoint to ensure business continuity and liaise with HR for enrollment in the necessary program
- Hold regular meetings with the staff to strengthen the social climate and to improve effectiveness and efficiency at work
- Promote effective communication on all levels of the organization within the company and with other corporate functions and Group affiliates
Qualifications, Skills and Experience:
- University degree in Business Related Field, Procurement & Logistics, Business Administration & Marketing & Sales or any other related field.
- Professional Experience.
- At least 5 years’ experience in sales sector, especially in customer interaction, and preferably the Oil Industry.
- Possess strong business acumen, excellent communication skills, sound business judgment and ethics, good time management.
- Experience in order processing, inventory management, or distribution is an added advantage.
- Skills & Competencies
- Leadership Competencies
- Business Competencies
- Strive for quality
- External focus
- Business acumen
- Optimize human & environmental Job Role Skills
- Customer Relationship Management and Software Management
- Business Languages
- Downstream Oil Management
- Team dynamics, Development & Coaching
- Customer Order Management
- Strategic Thinking
- Revenue Recognition
- Price exposure and risk management
How to Apply:
Please fill in the application form on the link below : https://forms.office.com/r/pvFBME2hJu and proceed to share your CV and Academic Documents to [email protected] with subject line Customer Service & Logistics Representative by Sunday 5th October 2025.
All applications shall be acknowledged as received but only shortlisted candidates will be contacted.
All applicants MUST fill in the online questionnaire and share their CV’s and Cover Letters in PDF or MS Word STRICTLY.
Deadline: 5th October 2025
All applicants should share their CV’s and Cover Letters in PDF or MS Word STRICTLY
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Level of Education: Bachelor Degree
Work Hours: 8
Experience in Months: 60