Customer Service Specialist – Contract Logistics

SUMMARY:
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POSITION INFO:

Location: Gauteng (travel to outsourced warehouse required)
Industry: Contract Logistics | Warehousing | Distribution | Supply Chain

Job Purpose

We are seeking a detail-oriented Customer Service Specialist to support operations within a fast-paced contract logistics environment. This role focuses on managing customer interactions, processing orders, and ensuring accurate communication between clients, warehouse teams, and transport partners. The successful candidate will play a key role in maintaining service excellence, operational efficiency, and customer satisfaction.

Key Responsibilities

Customer & Order Management

• Process customer orders received via email, written instructions, or EDI

• Capture and manage data accurately in the Warehouse Management System (WMS)

• Maintain complete and accurate order documentation

• Communicate order status, pricing, shipping dates, and potential delays

Client Communication & Issue Resolution

• Liaise with customers daily and resolve queries within agreed timelines

• Investigate and resolve shipment discrepancies (short, damaged, overdue stock)

• Handle billing and service complaints, escalating when required

• Prepare and present Monthly and Quarterly Business Reviews (MBRs & QBRs)

Logistics Coordination

• Work closely with transporters on delivery ETAs

• Collaborate with warehouse and carrier teams to trace or expedite shipments

• Ensure accurate customs and shipping documentation where applicable

Financial & Reporting Duties

• Ensure accurate and timely invoicing, including storage charges and provisions

• Support month-end closing activities (FSL)

• Compile operational statistics and customer reports

• Interpret financial data related to billing and cost calculations

Compliance & Support

• Adhere to Quality, Safety, Health & Environmental (QSHE) policies

• Provide backup support across customer accounts when needed

• Assist with additional operational or administrative tasks as required

Key Stakeholders

Internal

• Sea & Air Logistics Teams

• Finance

• Operations

• Customs

• Procurement

• Inventory Management

• General Management

External

• Clients

• Transport & Distribution Partners

• Warehousing Service Providers

Minimum Requirements

• Bachelor’s Degree / Diploma in Logistics, Supply Chain, Business, or Finance

• Strong background in distribution or warehousing operations

• Experience working with WMS systems (K-Motion or similar)

• Proficient in Microsoft Excel & MS Office

• Strong financial acumen related to billing and reporting

• Excellent communication skills (verbal and written)

• Valid driver’s license

• Willingness to take after-hours calls and travel to external warehouses