B2B Support Coordinator

SUMMARY:
About Us:
Welcome to Rentoza! We're a South African company that's changing the game in e-commerce. Our subscription service for digital goods and appliances is making access, affordability, and flexibility a reality for our customers.

POSITION INFO:
The Role:
We are looking for a B2B Support Coordinator who will take full ownership of the B2B book, ensuring that all payments, collections, invoicing, quoting, and customer experience processes are managed seamlessly.
This role requires a strong executor and problem-solver—someone who can handle all incoming B2B queries, oversee account management, and ensure a frictionless experience for both current and potential B2B clients

Key Role & Responsibilities:

1. Full Account Management for B2B Clients

• Serve as the primary point of contact for all existing and potential B2B clients.
• Own the end-to-end health of the B2B book, ensuring all payments, collections, and customer concerns are proactively managed.
• Maintain long-term client relationships, ensuring consistent engagement and business growth.
• Ensure seamless onboarding for new B2B customers and retention strategies for existing ones.
• Track key account performance, identifying trends and proposing solutions to optimize the experience.

• Ensure that all requested quotes and invoices are generated, approved, and issued within SLA.
• Work closely with Finance, Sales, and Collections teams to ensure adherence to payment and invoicing policies.
• Verify that all contracts, orders, and invoices are in alignment with agreed terms.
• Follow up on unpaid invoices and outstanding quotes to ensure smooth transactions.

3. B2B Query Resolution & Customer Experience

• Manage all incoming B2B queries via Zendesk, email, phone, and chat, ensuring timely and professional responses.
• Proactively troubleshoot account issues, working across teams to resolve them efficiently.
• Provide high-touch engagement to B2B clients, ensuring their needs are met while driving business retention.
• Monitor customer service trends and provide insights to leadership to improve B2B support processes.

4. Collections & Payment Coordination

• Work closely with the Collections & Payments team to ensure smooth processing of invoices and payments.
• Track ageing accounts, follow up on outstanding payments and proactively resolve disputes.
• Identify risks in the B2B payment cycle and escalate problematic accounts where necessary.
• Ensure that B2B subscription fees are collected in a timely and efficient manner.

5. Internal Collaboration & Reporting

• Maintain real-time visibility of B2B operations using Zendesk, Shopify, GetID, Stitch, and Accountability.
• Generate performance reports on B2B payments, account statuses, and customer behaviour.
• Collaborate with Sales, Finance, and Customer Support to ensure a smooth B2B customer journey.
• Participate in team meetings, performance reviews, and strategy sessions to drive continuous improvement.

• 3+ years of experience in customer support, B2B account management, finance operations, or collections.
• Bachelor’s degree or relevant certification in business administration, finance, or customer experience.
• Experience in managing full account lifecycles—from onboarding to retention and collections.
• Strong analytical skills to track and report on payments, queries, and customer interactions.
• High level of attention to detail, ensuring that accounts are managed accurately and efficiently.
• Excellent communication & problem-solving skills, with a proactive approach to resolving issues.
• Ability to manage high-stress situations, especially when handling late payments and client disputes.
• Proficiency in CRM and payment management systems (Zendesk, Shopify, Stitch, GetID, and Accountability).
• Self-starter with a strong ownership mentality and the ability to work independently.

• Must be shift flexible, including availability for one weekend day and occasional overtime.

• Desire to work in a fast-paced environment
• Excellent telephonic and communication skills (speaking and writing)
• High tolerance for stress, complexity and change
• Highly motivated and energetic, along with a 'self-starter' attitude
• Must be able to thrive in a high-pressure environment
• Ability to multitask, prioritize, and meet deadlines in a timely manner
• Must be organized and detail-oriented
• Demonstrate empathy and initiative when engaging with customers
• Strong problem-solving skills with impeccable attention to detail.
• Strong proficiency in Google G Suite.
• Basic understanding of CRM systems, Zendesk advantageous.
• Must be organized and detail-oriented.
• Must be shift flexible, including one weekend day.
• Good team player with effective communication ability and not afraid to ask questions
• Able to work overtime, especially during the monthly peak period.

• Friday lunches
• Medical aid
• Employee Health and Wellness Assistance
• Access to cutting-edge technology
• Transport for late shift workers
• Hybrid (where applicable)

• Johannesburg
• Cape Town
• Durban