Customer Service Representative/Controller (CSD)

SUMMARY:
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POSITION INFO:

PURPOSE OF THE POSITION

The Customer Service Representative will act as the primary point of contact between the company, its customers and internal operational departments. The successful candidate will be responsible for coordinating customer requirements, monitoring shipments and deliveries, resolving service-related queries and ensuring that customers receive accurate and timely updates.

The role requires a service-driven individual with strong logistics knowledge, excellent communication skills and the ability to work effectively in a fast-paced operational environment.

KEY DUTIES AND RESPONSIBILITIES

Customer Service and Client Liaison

• Serve as the main point of contact for allocated customers. • Receive and process customer bookings, collection instructions and delivery requests. • Maintain professional relationships with customers and understand their specific logistics requirements. • Provide customers with regular updates regarding collections, deliveries, shipment progress and possible delays. • Respond promptly and professionally to customer enquiries, complaints and service-related concerns. • Escalate unresolved customer complaints or operational challenges to the relevant manager. • Conduct follow-ups with customers to ensure that service expectations have been met. • Keep customers informed of any changes that may affect delivery schedules or agreed service levels.

Shipment and Delivery Coordination

• Capture and process customer orders accurately on the relevant logistics or transport management system. • Coordinate collections and deliveries with the operations, warehouse, transport and cartage departments. • Monitor shipments from collection through to final delivery. • Track vehicles and shipments and communicate progress to customers. • Ensure that delivery instructions, addresses, contact details and special requirements are correctly recorded. • Liaise with drivers, transporters, depots, warehouses and other service providers when required. • Identify potential delays and take proactive steps to minimise service disruptions. • Follow up on outstanding deliveries and ensure that proof of delivery documentation is received.

Documentation and Administration

• Prepare, verify and maintain customer and shipment documentation. • Ensure that all orders, bookings and customer instructions are accurately captured. • Request and distribute proof of delivery documents to customers. • Maintain organised electronic and manual records of customer correspondence and shipment information. • Assist with resolving documentation discrepancies, delivery shortages, damages and claims. • Prepare daily, weekly and monthly customer service reports when required. • Update customer information and service notes on the company’s system. • Ensure that all documentation complies with company procedures and customer requirements.

Internal Coordination

• Work closely with the transport, warehouse, operations, finance and sales departments. • Communicate customer requirements clearly to the relevant operational teams. • Attend operational meetings and provide updates on customer concerns, delayed deliveries and outstanding matters. • Assist the finance department with invoice queries, rate discrepancies and supporting documentation. • Support the sales team by providing operational information relating to customer accounts.

Service Performance and Compliance

• Monitor service delivery against agreed customer service levels and turnaround times. • Identify recurring service failures and recommend corrective actions. • Ensure compliance with company policies, operating procedures and health and safety requirements. • Maintain the confidentiality of customer and company information. • Contribute to continuous improvement initiatives within the customer service and operations departments.

MINIMUM QUALIFICATIONS

• Grade 12/Matric is essential. • A diploma or certificate in Logistics, Supply Chain Management, Transport Management, Freight Forwarding or a related field would be advantageous. • Customer service or logistics-related training would be beneficial.

EXPERIENCE REQUIREMENTS

• A minimum of two to three years’ customer service experience within the logistics, transport, freight forwarding or supply-chain industry. • Previous experience coordinating collections, deliveries or shipments is essential. • Experience working with transport management, freight or ERP systems would be advantageous. • Experience using systems such as CargoWise, SAP, Syspro, Parcel Perfect or a similar logistics platform would be beneficial. • Intermediate proficiency in Microsoft Excel, Word, Outlook and Teams.

KNOWLEDGE AND SKILLS

• Knowledge of logistics, transport and supply-chain processes. • Understanding of customer bookings, collections, deliveries, tracking and proof of delivery processes. • Excellent verbal and written communication skills. • Strong customer service and relationship-management skills. • Good administrative and recordkeeping abilities. • Strong attention to detail and data-capturing accuracy. • Ability to manage multiple customer accounts and priorities. • Good problem-solving and conflict-resolution skills. • Ability to work under pressure and meet strict deadlines. • Ability to communicate effectively with customers, drivers and operational employees.

BEHAVIOURAL COMPETENCIES

• Customer-focused and service-driven. • Professional and well-spoken. • Proactive and solution-oriented. • Organised and dependable. • Calm under pressure. • Accountable and trustworthy. • Team-oriented. • Adaptable and willing to assist beyond normal responsibilities when operationally required.

KEY PERFORMANCE INDICATORS

• Accuracy and turnaround time of customer bookings. • Timeliness and quality of customer updates. • Customer query and complaint resolution time. • On-time collection and delivery performance. • Accuracy and availability of proof of delivery documents. • Reduction in recurring customer complaints. • Compliance with customer service-level agreements. • Accuracy of system information and customer records.