Customer Contact Coordinator

Customer Contact Coordinator

Location: Kraaifontein, Western Cape, South Africa

Remote Type: Not Remote

Time Type: Full time

Posted on: Posted 4 Days Ago

End Date: April 11 (9 days left to apply)

Job Requisition ID: JRCHEP

We help move more goods to more people, in more places than any other organization on earth via our million pallets, crates, and containers. We employ approximately 13,000 people and operate in 60 countries.

Through our pioneering and sustainable share-and-reuse business model, the world's biggest brands trust us to help them transport their goods more efficiently, safely, and with less environmental impact.

What does that mean for you?

You'll join an international organization big enough to take you anywhere, and small enough to get you there sooner. You'll help change how goods get to market and contribute to global sustainability. You'll be empowered to bring your authentic self to work and be surrounded by diverse and driven professionals. And you can maximize your work-life balance and flexibility through our Hybrid Work Model.

Job Description

About the Role:

Serve as the primary contact for a range of customer inquiries, ensuring timely, professional, and high-quality resolutions that enhance customer satisfaction and build strong relationships. Provide operational and administrative support to internal teams, including Sales and Customer Service, while facilitating seamless customer onboarding, account management, and issue resolution. Contribute to continuous improvement efforts by identifying opportunities to streamline processes, improve service quality, and support revenue growth initiatives.

Key Responsibilities:

1. Professionally manage and resolve customer inquiries, complaints, and requests, ensuring timely and effective communication while adhering to service level agreements (SLAs).
2. Facilitate smooth customer onboarding processes, ensuring accurate setup of customer accounts, and delivering system training where needed to support customer success.
3. Collaborate cross-functionally with teams such as Sales, Finance, and Operations to ensure a seamless customer experience, from order processing to issue resolution.
4. Maintain accurate and up-to-date customer information and service requests in relevant systems, ensuring data integrity and supporting performance tracking and reporting.
5. Conduct regular reviews of customer accounts to assess performance, identify improvement opportunities, and provide actionable insights to enhance customer satisfaction.
6. Support continuous improvement initiatives by contributing ideas and feedback on optimizing customer service processes, reducing operational inefficiencies, and increasing service levels.
7. Play a key role in customer retention efforts by proactively addressing issues, monitoring customer satisfaction metrics, and identifying opportunities for service enhancement.
8. Act as a customer advocate within the organization, ensuring that customer needs and concerns are effectively communicated and addressed in collaboration with internal stakeholders.

Additional Responsibilities:

1. General administration and customer account reconciliations (query resolution process).
2. Conducting Health Checks / Scheduled calls and providing feedback to the relevant clients and staff (if applicable).
3. Investigation and resolving credit equipment balances.
4. Investigation and resolving suspended movements.
5. Investigate and resolve queries from the business.
6. Investigate and resolve queries from the customers.
7. Chase responses on health check queries (if applicable).
8. Accurate processing of client requests on Sales Force.
9. Electronic System Support to local client base.
10. Maintain customer relations esp in terms of the FPM (if applicable).
11. Participate in Team Projects.
12. Manage the helpdesk function (if applicable).
13. General office administration such as switchboard, filing, and other duties.
14. Assist in any other task as delegated by management.
15. Accurate processing of THAN documents on SAP.

Skills to Succeed in the Role:

1. Account Management
2. Active Learning
3. Adaptability
4. Cross-Functional Work
5. Curiosity
6. Customer Data Management
7. Customer Due Diligence (CDD)
8. Customer Engagement
9. Customer Retentions
10. Customer Satisfaction
11. Customer-Support
12. Data Integrity
13. Digital Literacy
14. Emotional Intelligence
15. Empathy
16. Initiative
17. Issue Management
18. Order Processing
19. Problem Solving
20. Process Improvements
21. Relationship Building
22. Sales Coordination

We are an Equal Opportunity Employer, and we are committed to developing a diverse workforce in which everyone is treated fairly, with respect, and has the opportunity to contribute to business success while realizing his or her potential. This means harnessing the unique skills and experience that each individual brings, and we do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state, or local protected class.