Client Support and Operations Officer (Kingston)

The role ensures that customer interactions, order processing, and service delivery are handled efficiently, professionally, and in alignment with company standards and service KPIs.

The Client Support and Operations Officer is responsible for coordinating daily client service and operational activities across all company locations. The role ensures that customer interactions, order processing, and service delivery are handled efficiently, professionally, and in alignment with company standards and service KPIs. The position provides leadership to the Client Support Team and supports the broader operational and administrative processes that enable seamless sales execution, service delivery, and customer satisfaction. The role also provides limited support for marketing and internal communication activities that enhance the client experience.

Key Responsibilities

1. Client Support and Service Management

• Supervise and guide Client Support Representatives to ensure timely, professional, and customer-focused service delivery. • Handle escalated customer complaints or service breakdowns, ensuring prompt resolution and follow-up.

• Conduct regular service quality checks, call reviews, and feedback sessions.

• Coordinate client follow-ups to confirm satisfaction and identify service improvement opportunities.

• Support the development and maintenance of client service standards and departmental KPIs.

2. Sales Operations & Workflow Coordination

• Oversee day-to-day client support workflows, including quotation vetting, order processing, and scheduling of site visits.

• Monitor branch-level workflow efficiency and ensure service requests are completed within target timelines.

• Track and report on key performance indicators such as response time, turnaround rate, and order fulfillment accuracy. • Maintain proper documentation of client interactions, orders, and service adjustments in company systems.

• Prepare and submit monthly performance and operational reports.

• Coordinate with the Sales, Warehouse, and Finance teams to ensure operational accuracy and client satisfaction.

3. Team Leadership and Performance Management

• Conduct weekly team meetings, one-on-one coaching sessions, and monthly evaluations.

• Manage timesheets, leave requests, and shift coverage for the Client Support Team.

• Administer performance incentives and ensure adherence to established standards.

• Coordinate onboarding, coaching, and continuous training programs for new and existing team members.

4. Operational Systems and Reporting

• Maintain up-to-date operational files, dashboards, and workflow trackers for visibility and accountability.

• Support operational audits, data verification, and variance analysis for client service and order processes.

• Identify and recommend process improvements to enhance service efficiency and accuracy.

• Ensure all operational processes align with established internal controls and company policies.

5. Communication, Catalogue, and Marketing Support

• Maintain and update the company’s product catalogue to ensure accurate, current information on pricing, specifications, and product availability.

• Coordinate with internal departments to capture product changes, new arrivals, or discontinued items for timely updates.

• Draft and circulate internal service updates, client notices, and advisories in coordination with management.

• Prepare summary briefs, client correspondence, and meeting notes to document operational outcomes.

• Assist with branch-level promotional activities, product displays, and internal engagement initiatives.

• Support minor creative and digital updates (e.g., social media posts or event highlights) to maintain brand consistency and product visibility.

• Liaise with external vendors and service partners to ensure seamless operational and communication support.

Key Competencies

• Proven ability to manage and supervise a team of Client Support Representatives.

• Strong operational planning, coordination, and problem-solving skills.

• Excellent interpersonal and client relationship management abilities.

• Skilled in written and verbal communication for both internal and external audiences.

• Analytical, data-driven approach with strong reporting capability.

• High attention to detail and accuracy, particularly in product and order documentation.

• Proficient in Microsoft Office Suite (Excel, Word, PowerPoint) and ERP/CRM systems (e.g., SAP)

Qualifications & Experience

• Bachelor’s degree or diploma in Business Administration, Marketing, or related field.

• Minimum 3–5 years’ experience in client support, operations, or sales coordination.

• Demonstrated experience in leading customer service teams and maintaining performance accountability.

• Experience managing product catalogues or similar operational data preferred.

• Familiarity with social media tools or basic content updates is an asset.

• Experience in retail, distribution, or other customer-facing environments preferred.