Retail Customer and Order Coordinator

SUMMARY:
Retail Customer and Order Coordinator - Textile Manufacturing Industry - Durban

POSITION INFO:
Our Textile Retail client is currently looking for a Retail Customer and Order Coordinator based in Durban South

Role Purpose
The Customer & Order Coordinator provides end-to-end ownership of customer orders from receipt through production and delivery, acting as the communication link between the customer, Sales Representatives and internal departments. The role closes the current service gap after an order is received by ensuring that the customer receives proactive feedback, internal actions are followed through, delivery risks are escalated and orders are completed in accordance with agreed customer requirements and OTIF expectations.

Minimum Requirements

• Matric / Grade 12 essential.
• Relevant qualification in Business Administration, Customer Service, Sales, Supply Chain Management or a related field advantageous.
• Approximately 2–4 years' experience in sales coordination, customer service, order management, manufacturing administration or a similar role.
• Experience within manufacturing, textiles, homeware, soft furnishings or FMCG advantageous.
• Strong Microsoft Excel skills and general computer literacy.
• Experience working with order management systems, ERP systems or similar administrative platforms advantageous.
• Previous experience coordinating with Production, Planning, Warehouse and/or Logistics departments advantageous.
• Excellent verbal and written communication skills.
• Strong organisational skills, attention to detail and administrative accuracy.
• Ability to manage multiple orders, priorities and deadlines in a fast-paced environment.
• Proactive approach to customer communication, problem-solving and follow-up.

• Customer Order Management
• Receive and confirm customer orders from the relevant sales channels.
• Verify order details, quantities, product specifications, delivery requirements and supporting information.
• Ensure customer orders are accurately captured and processed.
• Maintain visibility of orders from receipt through production, dispatch and delivery.
• Monitor outstanding orders, back orders and pending deliveries.
• Maintain accurate order records and ensure outstanding actions are followed through.

• Act as a central point of contact for customer order-status enquiries.
• Provide proactive updates regarding production progress, expected completion dates, dispatch and delivery.
• Communicate potential delays and manage customer expectations professionally.
• Respond to customer queries and complaints promptly.
• Ensure customer concerns are followed through until resolved.
• Build and maintain positive customer relationships through reliable communication and service.

• Liaise with Sales Representatives, Production, Planning, Warehouse and Logistics teams.
• Follow up on outstanding internal actions affecting customer orders.
• Ensure relevant departments are aware of customer priorities, deadlines and delivery commitments.
• Identify operational bottlenecks and escalate potential delays.
• Facilitate effective communication between internal departments and customers.

• Monitor order scheduling and production progress against required completion dates.
• Follow up with Production and Planning regarding outstanding orders.
• Identify production delays, capacity constraints and other potential risks.
• Communicate revised timelines to relevant stakeholders where necessary.
• Ensure orders progress towards completion within agreed timeframes.

• Coordinate with Warehouse and Logistics teams once orders are ready for dispatch.
• Follow up on picking, packing, dispatch and delivery arrangements.
• Ensure delivery instructions and relevant documentation are communicated accurately.
• Monitor delivery progress and follow up on outstanding deliveries.
• Assist in resolving dispatch or delivery-related queries.

• Monitor committed versus actual order completion and delivery dates.
• Assist in tracking On-Time In-Full (OTIF) delivery performance.
• Identify missed commitments and investigate reasons for delays.
• Support corrective actions to improve order fulfilment and customer service.
• Follow through on overdue orders and outstanding customer commitments.

• Maintain accurate order trackers, customer records and supporting documentation.
• Prepare regular updates on outstanding orders, back orders and delivery risks.
• Ensure customer and order information is kept up to date on relevant systems.
• Assist with order-status reports and service-performance reporting.
• Maintain accurate records to support effective order management and internal communication.

• Excellent customer service and relationship management.
• Strong administration and order-processing accuracy.
• Proactive communication and follow-through.
• Excellent planning, organisation and time management.
• Strong attention to detail.
• Ability to prioritise and manage multiple deadlines.
• Problem-solving and practical decision-making.
• Ability to work under pressure in a manufacturing environment.
• Strong teamwork and cross-functional coordination.
• Accountability and ownership of customer orders.
• Ability to identify and escalate risks before deadlines are missed.
• Professional communication and interpersonal skills.