Customer Service Agent Full Time

RPO’s client is seeking a detail-driven and customer-oriented Customer Service Agent to join their Sales team based in Ottery, Cape Town. This dynamic opportunity is ideal for an individual with strong administrative and export coordination skills, as well as a passion for delivering exceptional service in a fast-paced, global business environment. The role reports directly to the Shipping Manager (JBA).

Key Responsibilities

Order Processing & Coordination

• Receive and process customer, consignment, and manufacturing stock orders in accordance with SOPs.
• Attend production planning meetings and monitor order progress to provide real-time feedback to internal and external stakeholders.
• Process inter-company stock transfers and manage customer delivery orders through to final delivery with third-party logistics (3PL) providers.

Shipping & Documentation

• Request competitive quotations from three freight forwarders per shipment.
• Coordinate bookings with nominated forwarders, ensuring adherence to customer timelines and arranging any pre-export inspections required.
• Prepare and complete all relevant export documentation (Annexure A) accurately and timeously.
• Track shipments and maintain regular contact with freight forwarders and customers to ensure delivery timelines are met.
• Ensure confirmation of receipt and supporting documentation (Annexure B) is received from destination warehouses.

Customer Service & Communication

• Provide weekly updates to customers on order and shipment statuses.
• Manage the customer sample process, including courier arrangements and communication.
• Handle customer feedback, resolve queries, and follow up on all outstanding matters until completion.
• Maintain and update customer profiles and pricing lists on the internal system.

Reporting & Compliance

• Verify freight invoices against estimates before processing for approval.
• Ensure in-transit updates from freight forwarders are received twice weekly (Mondays and Thursdays).
• Deliver incoming shipment reports to internal stakeholders every Monday and Friday, with more frequent updates on critical cargo.
• Compile and submit monthly KPI reports to management.
• Maintain an organized electronic filing system for all sales-related documentation.
• Manage backorders and provide proactive updates.

Minimum Requirements

• Tertiary qualification with relevant practical experience in customer-facing or administrative roles.
• Proven experience in:
  • Capturing sales orders, shipment tracking, and customer liaison.
  • Export documentation, SAD500, Incoterms, and freight forwarding coordination.
• Proficient in Microsoft Office (especially Excel) and Syspro.
• Strong written and verbal communication skills.
• High attention to detail and strong organisational skills.
• Ability to multitask, take initiative, and work independently under pressure.
• Professionally presentable, solution-driven, and aligned with the company’s values.
• Familiarity with ALC benchmarking and culture is advantageous.

You can also contact RPO Recruitment for your next career-changing move.

Visit rporecruitment.co.za or email your CV to manufacturing@rpo-recruit.za.com

Apply today by reaching out to Joshua Murphy at joshua.murphy@rporecruitment.us or on LinkedIn.

We will contact you telephonically within 3 days if you are shortlisted. If not, we’ll retain your CV for future opportunities.