Customer Service Agent (Shipping)

Recruiter:

The Talent Room

Job Ref:

Tal000175/JD

Date posted:

Monday, January 5, 2026

Location:

Cape Town, South Africa

Salary:

Market Related

SUMMARY:
A company in Ottery is looking for a Customer Service Agent.

POSITION INFO:

Duties & Responsibilities

Receive and process customer, consignment, and manufacturing stock orders in line with standard operating procedures.
Participate in production planning meetings and track order progress to provide timely feedback to internal and external customers.
Request quotations from three freight forwarding service providers, where applicable.
Make shipment bookings with the nominated freight forwarder, considering customer request dates and arranging any required pre-export inspections.
Ensure up-to-date, accurate completion of relevant export documentation required to execute the successful shipping and delivery of customer orders.
Track shipments, liaise with freight forwarders, and provide customers with weekly updates.
Ensure that confirmation of stock receipt at the destination 3PL is received by company, together with all relevant supporting documentation – consignment warehouses.
Process inter-company stock transfers for consignment warehouses.
Process customer delivery orders at the destination and coordinate delivery with 3PL service providers in the destination country.
Follow up to ensure deliveries are completed on time at customer request and regularly follow up until receipt of consigned customer POD.
Coordinate the customer sample process, including tracking progress, arranging couriers, and providing timely feedback.
Request quotations from three freight forwarders for new or project cargo, and select the most cost-effective provider based on service quality, global reach, and ease of business.
Maintain an updated shipping cost schedule and obtain additional quotations as requested.
Update and maintain customer profiles and price lists on the system in line with standard operating procedures.
Communicate with freight forwarders and others concerning the shipping and transportation of cargo, referring and/or escalating unusual matters.
Verify the accuracy of freight forwarder invoices compared to estimates provided before obtaining authorisation.
Ensure freight forwarders provide in-transit shipment status updates on Mondays and Thursdays.
Provide internal stakeholders with incoming shipment updates on Mondays and Fridays, with daily updates on critical cargo where required.
File all relevant electronic sales documentation on the shared drive for easy access and retrieval.
Compile and submit monthly KPI reports to management.
Manage backorders.
Perform other duties as assigned.

Role Requirements:

Tertiary qualification with practical experience in customer-facing roles
Experience in:
- Capturing sales orders.
- Handling customer feedback.
- Providing weekly updates.
- Tracking shipments.
Proficiency in export processes, including:
- Understanding SAD500.
- Requesting shipping estimates from freight forwarders.
- Booking shipments with freight forwarders.
- Understanding Incoterms.
Strong problem-solving and solution-generation skills.
Excellent attention to detail.
Written and verbal communication skills.
Interpersonal skills across all levels.
Strong planning and organisational skills, with the ability to multitask and perform under pressure.
Ability to work independently and take initiative.
Ability to be patient and thorough in tracking orders.
Ability to take full accountability for tasks and deliverables.
Well-groomed and professionally presentable.
Proficiency in Microsoft Office, with a strong emphasis on Excel.
Proficiency in Syspro

NB! This job is now closed. You can apply for other jobs by uploading your CV.

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Customer Service Agent (Shipping)

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