Customer Services & Exports Coordinator

SUMMARY:
Customer Service & Exports Coordinator

POSITION INFO:

Our client in a FMCG industry is looking for a Customer Services Coordinator to be based in Kempton Park

A Customer Service Coordinator is responsible for ensuring smooth communication and positive customer experiences by handling inquiries, resolving complaints, and coordinating with various departments to provide solutions. They also track customer interactions, collect feedback, and analyze data to identify areas for improvement, ultimately contributing to higher customer satisfaction. 

Key Responsibilities:

• Handling Inquiries and Complaints: Responding to customer inquiries via phone, email, chat, or social media, providing timely and accurate information, and resolving complaints.  
• Issue Resolution: Collaborating with different departments (e.g., technical support, billing, sales) to resolve customer issues effectively, often involving problem-solving, negotiation, and escalation.  
• Customer Feedback Collection: Gathering feedback through surveys, direct interactions, and social media to identify areas for improvement. 
• Record Keeping: Maintaining accurate records of customer interactions, complaints, and resolutions, tracking issues over time, and identifying trends. 
• Training and Support: Mentoring or training new customer service representatives and providing ongoing support to ensure high service standards. 
• Coordination: Coordinating with other departments to streamline processes, improve communication, and ensure a consistent customer experience. 

• Logistics Coordination: Managing and tracking international shipments, coordinating with freight forwarders, customs brokers, and carriers. 
• Documentation: Preparing and managing export documentation, ensuring accuracy and compliance with regulations. 
• Compliance: Ensuring adherence to import/export regulations, customs requirements, and other relevant standards. 
• Communication: Maintaining clear and effective communication with internal teams (sales, purchasing, warehousing) and external stakeholders. 
• Problem Solving: Identifying and resolving issues that may arise during the export process. 
• Reporting: Tracking key performance indicators (KPIs) related to export operations and reporting on progress. 
• Customer Service: Providing support and information to customers regarding export processes. 

Required Skills and Qualifications:

• Strong communication and interpersonal skills.
• Grade 12 and tertiary qualifications in business/ operations or sales & marketing related
• At least 3 to 7 years experience in customer services in a technical environment
• Excellent problem-solving and analytical skills.
• Ability to work independently and as part of a team.
• Proficiency in relevant software and systems (e.g., CRM).
• Ability to handle multiple tasks and prioritize effectively.
• Customer-focused mindset and a passion for providing excellent service. 

Kindly submit your CV to