Customer Experience & Supplies Dispatch Specialist

Sourcefit; Bellville; On-site; ZAR 180,000 - 240,000; Full time

Job summary

Sourcefit is seeking a Customer Experience & Supplies Support Agent to coordinate customer service requests, dispatch services, and process supply orders. The role emphasizes accurate documentation across multiple internal systems in a fast-paced environment.

The ideal candidate will have 3+ years in customer service or operations support, experience with service dispatch and order processing, and familiarity with CRM and ticketing platforms.

Qualifications

• High school diploma or equivalent required; associate’s or bachelor’s degree preferred.
• Minimum three (3) years of experience in customer service, service coordination, call center, or operations support environment.
• Experience in service dispatch, order entry, supply fulfillment, or technical support coordination strongly preferred.
• Experience working within multi-system operational environments (CRM, ticketing platforms, order management systems) is highly desirable.
• Experience supporting managed print, IT services, or equipment service environments is a plus.

Responsibilities

• Answer incoming customer calls promptly, professionally, and courteously while maintaining a high standard of customer experience.
• Identify customer needs quickly and determine the appropriate resolution path including service dispatch, supply order placement, or internal escalation.
• Provide clear guidance to customers regarding service processes, supply fulfillment timelines, and next steps.
• Accurately create and dispatch service calls for hardware, software, connectivity, and maintenance issues.
• Gather and document necessary troubleshooting information to ensure technicians receive complete and actionable service details.
• Monitor open service tickets and update case information to maintain accurate records and ensure SLA alignment.
• Coordinate with Field Service Managers and technicians to ensure efficient resolution of customer issues.
• Process supply orders using proactive monitoring alerts, automated systems, and direct customer requests.
• Review supply data to determine appropriate fulfillment actions while maintaining awareness of cost impact and company supply management guidelines.
• Place sales orders within internal order management systems and ensure accurate shipment information and device alignment.
• Monitor supply ticket queues and proactively manage order placement to support service continuity for customer devices.
• Manage and prioritize a high-volume ticket queue across service and supply workflows.
• Ensure ticket updates, documentation, and status changes are completed in accordance with internal standards and SLA expectations.
• Identify tickets requiring escalation and coordinate with internal teams to ensure timely resolution.
• Document all customer interactions, service requests, and supply actions accurately within helpdesk, CRM, and operational platforms.
• Maintain detailed records to ensure operational transparency and proper tracking of service and supply activities.
• Ensure system entries are complete and accurate to support reporting, operational analysis, and customer account history.
• Work closely with departments including Service Operations, Sales, Warehouse, Logistics, and Account Management to resolve customer issues.
• Escalate complex customer situations appropriately while maintaining ownership of communication and follow-through.
• Participate in internal process improvement initiatives that support service efficiency and customer satisfaction.
• Participate in training to maintain knowledge of supported equipment, supply processes, service procedures, and internal systems.
• Stay informed on process changes, operational updates, and customer experience initiatives.
• Support special projects, operational initiatives, or pilot programs related to customer service and supply operations.
• Provide support during high-volume periods or operational events as directed by leadership.

Skills

Customer service

Service dispatch

Order processing

CRM systems

Helpdesk systems

MS Office

Multi-tasking

Attention to detail

Communication

Problem solving

Education

High school diploma or equivalent

Associate or Bachelor's preferred

3+ years customer service experience

Tools

CRM software

Ticketing systems

Order management

MS Office suite

Job description

Sourcefit is seeking a Customer Experience & Supplies Support Agent to coordinate customer service requests, dispatch services, and process supply orders. The role emphasizes accurate documentation across multiple internal systems in a fast-paced environment.

The ideal candidate will have 3+ years in customer service or operations support, experience with service dispatch and order processing, and familiarity with CRM and ticketing platforms.