This Customer Service Officer role at Reeds Africa Consult is designed to provide professional support to corporate organizations by managing the entire customer relationship and order fulfillment lifecycle. You will be instrumental in ensuring customer satisfaction through prompt issue resolution, efficient order management, and seamless coordination with internal and external partners.
Key Responsibilities
Customer Support & Relationship Management
- Maintain strong, positive relationships with clients, transporters, and key external partners.
- Ensure customer satisfaction by handling concerns promptly and providing follow-up until issues are resolved.
Order Management
- Confirm product availability, pricing, and delivery timelines with operations teams.
- Track each order from placement to delivery and keep customers updated.
Dispatch & Logistics Coordination
- Coordinate with depot/terminal teams to schedule loading times and ensure trucks are loaded on time.
- Address any issues affecting delivery (delays, documentation gaps, stock issues).
- Ensure proper documentation for every dispatch and adherence to safety and regulatory standards.
Documentation & Record Keeping
- Maintain accurate records of orders, delivery documents, customer interactions, and approvals.
- Ensure all customer files, contracts, and service agreements are updated.
- Prepare and submit daily/weekly order reports to management and relevant departments.
Operational Coordination
- Work closely with operations, logistics, sales, finance, and compliance teams to ensure smooth service delivery.
- Escalate operational challenges to management and propose solutions.
- Participate in internal meetings to provide customer insights and operational feedback.
Billing & Payment Support
- Support finance by issuing invoices, confirming customer account status, and tracking pending payments.
- Assist customers with billing inquiries and resolve discrepancies in invoices or delivery confirmations.
Compliance & Safety
- Ensure all orders and deliveries meet internal company regulations.
- Promote adherence to safety standards in customer interactions, documentation, and dispatch processes.
- Ensure the correct permits and compliance documents accompany each delivery order.
Reporting & Performance Tracking
- Prepare regular reports on customer orders, complaints, turnaround times, and delivery performance.
- Monitor service KPIs and highlight areas for improvement.
- Track customer satisfaction trends and recommend process improvements.
Job Requirements
Qualifications and Experience
- Bachelor’s degree in Customer Service, Communications, or a related field.
- Professional training or certification in Customer Service, Communication, or CRM systems is an added advantage.
- Strong computer skills, including MS Office (Word, Excel, Outlook) and basic data entry proficiency.
- Familiarity with CRM software, call management tools, or customer interaction platforms.
- 5–8 years of experience in a customer service or client support role.
- Demonstrated ability to handle customer inquiries, complaints, and escalations professionally.
- Experience in order processing, front-office/customer-facing roles, or support coordination.
- Proven ability to work in fast-paced environments and manage multiple tasks simultaneously.
- Experience collaborating with internal teams is an added advantage.
- Track record of maintaining strong customer relationships and delivering excellent service standards.
