Customer Experience Officer at ABIS Group

Job Summary

The Customer Experience Officer is responsible for managing customer relationships, coordinating order fulfillment, ensuring exceptional service delivery, resolving customer concerns, and supporting customer retention initiatives. The role serves as the primary interface between the Company and its customers, ensuring a seamless customer journey from order placement through product delivery while maintaining the highest standards of professionalism, responsiveness, and customer satisfaction.

Key Responsibilities

• Serve as the primary point of contact for customers, distributors, retailers, institutional buyers, and other stakeholders.
• Manage customer inquiries, orders, requests, and service issues in a timely and professional manner.
• Coordinate with Production, Quality Assurance, Cold Chain, Logistics, and Sales teams to ensure accurate and timely order fulfillment.
• Monitor order status and proactively communicate updates to customers.
• Investigate, document, and resolve customer complaints and product-related concerns in accordance with company procedures.
• Maintain customer records, transaction histories, and service logs within the Company\'s ERP and CRM systems.
• Support product traceability and recall procedures where required.
• Monitor customer satisfaction levels and recommend service improvement initiatives.
• Assist in managing key customer accounts and maintaining long-term business relationships.
• Prepare periodic customer service, complaint, and satisfaction reports for management review.
• Ensure compliance with company quality standards, food safety requirements, and customer service protocols.

Requirements

• Excellent communication, interpersonal, and relationship management skills.
• Strong problem-solving and conflict-resolution abilities.
• High level of professionalism, customer focus, and attention to detail.
• Proficiency in Microsoft Office and customer relationship management (CRM) systems.

Qualifications

• HND/BSc in Business Administration, Marketing, Customer Relationship Management, Communications, or a related discipline.
• Minimum of 2–5 years\' experience in customer service, customer relations, sales support, order management, or account management, preferably within the FMCG, food processing, manufacturing, or logistics sectors.
• Experience working with ERP and CRM platforms will be an added advantage.