Operations Controller & Support Technician

SUMMARY:
This role provides operational and application support to customers in the logistics and customs environment, resolving queries across import/export workflows, customs brokerage, invoicing, warehousing, and reporting.
It suits candidates with hands‑on freight forwarding or customs clearing experience who can independently investigate system issues, identify root causes, and drive resolution.

POSITION INFO:

Key Responsibilities

• Manage inbound customer queries via telephone and ticketing system.
• Investigate shipment records, customs data, and transaction history to identify discrepancies.
• Recreate scenarios internally to diagnose bugs, data issues, or workflow failures.
• Escalate complex issues with developer‑ready documentation.
• Test new features and fixes prior to release and provide structured feedback.
• Deliver remote guidance or training on customs and forwarding workflows.
• Identify recurring issues and contribute to process improvements.

Skills & Competencies

• Strong understanding of freight forwarding and logistics operations end‑to‑end.
• Experience with customs formalities, tariff logic, HS codes, Incoterms, and SARS processes.
• Knowledge of shipment workflows, operational documentation, and EDI processes.
• Understanding of data flows between TMS, ERP, accounting, and carrier systems.

• Breaks complex problems into simple parts.
• Separates signal from noise quickly.
• Recognises patterns across recurring issues and domains.
• Challenges assumptions and applies first‑principles reasoning.
• Hypothesis‑driven: tests, validates, iterates.
• Finds root cause, not just symptoms.
• Decides effectively despite ambiguity.

• Articulates complex scenarios clearly and concisely.
• Bridges operations teams and developers with precise documentation.
• Maintains professional, considerate tone while being concise.
• Identifies nuances and subtleties that may cause confusion.
• Provides clear written and verbal guidance to customers and stakeholders.

• Intellectually curious, proactive, and low ego.
• Learns from failure without paralysis.
• Works autonomously before escalating.
• Prioritises by shipment risk and operational impact.
• Identifies risks before they escalate into crises.
• Manages multiple concurrent support tickets with accuracy.
• Continuously expands knowledge of logistics systems and customs processes.

Minimum Requirements

• Grade 12 (Senior Certificate).
• 3+ years of operational experience in freight forwarding or customs clearing.
• Strong understanding of import/export documentation and customs compliance.
• Candidates need to be fluent in English and Afrikaans.
• Demonstrated ability to analyse operational transactions and identify process/data issues.
• Strong written and verbal communication skills.
• Ability to work on‑site in Isando, Kempton Park.
• Own reliable transport.
• Professional work ethic and reliability.

Advantageous Experience

• Previous experience with logistics management or customs software.
• Exposure to customs declaration systems and SARS processes.
• Experience supporting or working with ERP or enterprise operational systems.
• Knowledge of shipment costing, invoicing, and operational accounting processes.