Customer Operations & Order Management Specialist

MSD; Cape Town; On-site; ZAR 279,000 - 391,000; Full time

Job summary

MSD is seeking a detail-oriented Customer Liaison and Order Administration professional in Cape Town. The role involves assisting customers and sales teams with quotations and inquiries, delivering product and process support, and ensuring clear communication across telephone, WhatsApp, and email channels.

Key duties include processing customized orders, validating printed materials, and coordinating with production, warehouse, dispatch, and finance to keep orders accurate and on schedule.

Qualifications

• Matric (Grade 12) is required.
• Administrative qualification or equivalent required.
• Advanced knowledge of the Microsoft Office 365 Suite is required.

Responsibilities

• Provide prompt and professional assistance to customers and sales teams with quotations, enquiries, and product-related queries.
• Deliver product and process support to customers and sales teams.
• Maintain effective communication with customers and internal stakeholders via telephone, WhatsApp, and email.
• Build and maintain positive customer relationships through professional service and timely follow-up.
• Analyze and process customized printed orders.
• Process and prioritize customized orders.
• Receive printed orders from customers and sales teams.
• Validate and process printed orders accurately and efficiently.
• Proactively communicate order status, progress, and any delays to customers and sales teams.
• Maintain and update printed order control and forecasting sheets.
• Ensure all printing requirements and specifications are accurately reflected on orders.
• Process blank orders: receive, validate, and ensure accuracy and turnaround times.

Skills

Communication

CRM Account Management

Customer Centricity

Customer Service

Customer Support

Multitasking

Office Administration

Order Processing

Sales Data Management

Sales Support

Service Scheduling

Education

Matric (Grade 12)

Administrative qualification or equivalent

Advanced knowledge of Microsoft Office 365 Suite

Tools

Sage 300

Microsoft Office 365 (Office 365 Suite)

Job description

CUSTOMER LIAISON

• Provide prompt and professional assistance to customers and sales teams with quotations, enquiries, and product-related queries.
• Deliver product and process support to customers and sales teams.
• Maintain effective communication with customers and internal stakeholders via telephone, WhatsApp, and email.
• Build and maintain positive customer relationships through professional service and timely follow-up.
• Analyze and process customized printed orders.

ORDER ADMINISTATION AND PROCESSING:

• Processing and prioritizing of customized orders.
• Receive printed orders from customers and sales teams.
• Validate and process printed orders accurately and efficiently.
• Proactively communicate order status, progress, and any delays to customers and sales teams.
• Maintain and update printed order control and forecasting sheets.
• Ensure all printing requirements and specifications are accurately reflected on orders.
• Processing of blank orders:
  • Receive blank orders from customers and sales teams.
  • Validate orders, ensuring the accuracy of products, descriptions, quantities, pricing, and customer requirements.
  • Process blank orders accurately and within agreed turnaround times.
  • Maintain and update blank order control sheets.

INTER-DEPARTMENTAL LIAISON

• Maintain constant communication with the Production Team regarding printed order requirements, schedules, and status updates.
• Liaise with the Warehouse Team concerning stock availability, order fulfilment, and inventory-related enquiries.
• Coordinate with the Dispatch Team regarding delivery instructions, schedules, and customer enquiries.
• Communicate with the Finance Department regarding customer accounts, credit approvals, account maintenance, and the onboarding of new accounts.

SALES OFFICE ADMINISTRATION

• Manage customer and internal communications in a professional and timely manner.
• Process VAT-related documentation and maintain orders on the EDI system.
• Maintain accurate customer and order records.
• Provide general administrative support to the Sales Department as required.
• Perform any other related duties as reasonably requested.

Essential Skills:

• Proven customer service experience.
• Excellent written, verbal, and telephonic communication skills.
• Ability to work effectively under pressure in a fast-paced environment.
• Strong attention to detail and commitment to accuracy.
• Excellent organizational and time-management skills.
• Ability to multitask and manage competing priorities.
• Strong problem-solving and interpersonal skills.
• Previous experience using Sage 300.
• Minimum of 2-3 years' experience in customer service, sales administration, or order processing.

Qualifications and Experience:

• Matric (Grade 12).
• Administrative qualification or an equivalent.
• Advanced knowledge and experience of the Microsoft Office 360 Suite.

Personal Attributes:

• Strong administrative ability.
• High work standards and attention to quality.
• Sound judgement and decision-making skills.
• Professional and customer-focused approach.
• Ability to work independently and as part of a team.

Required Skills:

Communication, CRM Account Management, Customer Centricity, Customer Service, Customer Support, Multitasking, Office Administration, Order Processing, Sales Data Management, Sales Support, Service Scheduling

Employee Status: Regular

Relocation:

VISA Sponsorship:

Travel Requirements:

Flexible Work Arrangements: Not Applicable

Shift:

Valid Driving License:

Hazardous Material(s):

Job Posting End Date:
10/15/2026*A job posting is effective until 11:59:59PM on the day BEFORE the listed job posting end date. Please ensure you apply to a job posting no later than the day BEFORE the job posting end date.