Coordinator, Customer Contact

Brambles Limited; KwaZulu-Natal; On-site; ZAR 200,000 - 300,000; Full time

Job summary

A global logistics company is seeking a Customer Contact Co-ordinator based in Cornubia, Durban to manage customer inquiries, facilitate onboarding, and maintain strong relationships. Required qualifications include Matric, a Diploma, and experience in customer service and accounts reconciliation. The role emphasizes teamwork and effective communication, offering a supportive work environment focused on customer satisfaction and continuous improvement.

Qualifications

• Experience: 3-5 years in Basic Accounts & Reconciliation.
• 3 years Customer Service Experience required.
• Manual Drivers License is essential.

Responsibilities

• Manage and resolve customer inquiries effectively.
• Facilitate smooth onboarding processes for customers.
• Collaborate with cross-functional teams to ensure customer satisfaction.

Skills

Analytical Skills

Excellent communication skills

Customer Engagement

Problem Solving

Relationship Building

Customer Satisfaction

Education

Matric & a Diploma

Business-related degree (in progress)

Tools

Sales Forces

MyChep

EDI

Word

Excel

Job description

Overview

CHEP helps move more goods to more people, in more places than any other organization on earth via our 347 million pallets, crates and containers. We employ approximately 13,000 people and operate in 60 countries. Through our pioneering and sustainable share-and-reuse business model, the world’s biggest brands trust us to help them transport their goods more efficiently, safely and with less environmental impact. What does that mean for you? You’ll join an international organization big enough to take you anywhere, and small enough to get you there sooner. You’ll help change how goods get to market and contribute to global sustainability. You’ll be empowered to bring your authentic self to work and be surrounded by diverse and driven professionals. And you can maximize your work-life balance and flexibility through our Hybrid Work Model.

Job Description

Key Responsibilities May Include:

• Professionally manage and resolve customer inquiries, complaints, and requests, ensuring timely and effective communication while adhering to service level agreements (SLAs).
• Facilitate smooth customer onboarding processes, ensuring accurate setup of customer accounts, and delivering system training where needed to support customer success.
• Collaborate cross-functionally with teams such as Sales, Finance, and Operations to ensure a seamless customer experience, from order processing to issue resolution.
• Maintain accurate and up-to-date customer information and service requests in relevant systems, ensuring data integrity and supporting performance tracking and reporting.
• Conduct regular reviews of customer accounts to assess performance, identify improvement opportunities, and provide actionable insights to enhance customer satisfaction.
• Support continuous improvement initiatives by contributing ideas and feedback on optimizing customer service processes, reducing operational inefficiencies, and increasing service levels.
• Play a key role in customer retention efforts by proactively addressing issues, monitoring customer satisfaction metrics, and identifying opportunities for service enhancement.
• Act as a customer advocate within the organization, ensuring that customer needs and concerns are effectively communicated and addressed in collaboration with internal stakeholders.

Position Details

Customer Contact Co-ordinator

Based in Cornubia, Durban

“Customer care isn’t a department—it’s our culture.”

Position Purpose:

Reporting to the Customer Contact Supervisor, the successful applicant will provide a support service for customers in the area. This role is integral as it is the first point of contact for the customer. This role is to assist CHEP in building and maintain solid relationships with the customer base.

Responsibilities

• Maintaining a strong relationship with the customer through query resolution and proactive identification of potential issues
• Customer account reconciliations
• Conducting Online Visits and Scheduled calls and providing feedback and corrective recommendations to the customer and Business Manager
• Identification and Investigation of credit equipment balances
• Analysis and resolution of suspended movements
• Investigate and resolve queries from the business & customers
• Follow up with customer and business to ensure the recommendations are adhered
• Accurate processing of client requests on company support systems
• Electronic System Support to local client base
• Manage and support the helpdesk function (if applicable)
• General office administration such as switchboard, filing and other duties
• Participate in Team Projects
• Serve as backup for TEMS and other staff within the team at customer sites
• Ensue that SLA/CX milestones and targets are adhered to.
• Support with reporting on cases/tasks for the team.
• Assist in any other task as delegated by management.

Qualifications

• Essential: Matric & a Diploma. Preferably studying towards a business-related degree. Manual Drivers Licence
• Experience: 3-5 years Basic Accounts & Reconciliation, including general office duties; 3 years Customer Service Experience
• Skills and Knowledge: Analytical Skills; Excellent communication skills at all levels; Knowledge of Sales Forces, MyChep and EDI would be an advantage; proficiency in Word & Excel is preferable; Team Player who is systematic, accurate, patient, non-aggressive and service orientated

Closing date: 02 October 2025

#LI-RM1

Remote Type

Not Remote

Skills to succeed in the role

• Account Management
• Active Learning
• Adaptability
• Cross-Functional Work
• Curiosity
• Customer Data Management
• Customer Due Diligence (CDD)
• Customer Engagement
• Customer Retentions
• Customer Satisfaction
• Customer-Support
• Data Integrity
• Digital Literacy
• Emotional Intelligence
• Empathy
• Initiative
• Issue Management
• Order Processing
• Problem Solving
• Process Improvements
• Relationship Building
• Sales Coordination

We are an Equal Opportunity Employer, and we are committed to developing a diverse workforce in which everyone is treated fairly, with respect, and has the opportunity to contribute to business success while realizing his or her potential. This means harnessing the unique skills and experience that each individual brings and we do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state, or local protected class.

Individuals fraudulently misrepresenting themselves as Brambles or CHEP representatives have scheduled interviews and offered fraudulent employment opportunities with the intent to commit identity theft or solicit money. Brambles and CHEP never conduct interviews via online chat or request money as a term of employment. If you have a question as to the legitimacy of an interview or job offer, please contact us at [e-mail].