CUSTOMER SERVICE COORDINATOR – BEDFORDVIEW – JOHANNESBURG

Tych Business Solutions; Johannesburg; On-site; ZAR 50,000 - 200,000; Full time

Job summary

A customer-focused company in Johannesburg is seeking a Customer Relationship Manager. The role requires maintaining strong relationships with customers, processing orders, and identifying sales opportunities. Strong communication and coordination skills are essential. Experience in customer service and sales is preferred.

Qualifications

• Experience in customer relationship management and sales.
• Strong communication and coordination skills.
• Ability to handle customer queries and complaints.

Responsibilities

• Act as the primary point of contact for customer queries.
• Maintain relationships with existing customers.
• Process customer orders and prepare quotations.
• Identify upselling and cross-selling opportunities.
• Liaise with internal departments for timely delivery.
• Maintain customer records in CRM systems.

Job description

Key Duties & Responsibilities

1. Customer Relationship Management
   • Act as the primary point of contact for customer queries, ensuring professional and timely responses.
   • Maintain strong relationships with existing customers to ensure retention and satisfaction.
   • Handle customer complaints or concerns, escalating where necessary and ensuring resolution.
2. Order Processing & Sales Support
   • Receive, process, and follow up on customer orders from quotation through to delivery.
   • Prepare and send quotations, sales proposals, and pricing information in line with company policies.
   • Ensure accurate order entry into the ERP/CRM system and track orders until completion.
3. Internal Sales Activities
   • Identify upselling and cross-selling opportunities during customer interactions.
   • Assist the sales team in achieving monthly and quarterly sales targets.
   • Follow up on leads, lapsed accounts, and outstanding quotations.
4. Communication & Coordination
   • Liaise with internal departments (logistics, finance, production, procurement) to ensure timely delivery and accurate invoicing.
   • Communicate stock availability, lead times, and delivery schedules to customers.
   • Coordinate with warehouse and dispatch teams to track shipments and resolve delivery issues.
5. Administration & Reporting
   • Maintain accurate and up-to-date customer records in CRM systems.
   • Prepare regular sales and service reports for management review.
   • Monitor account activity and ensure adherence to payment terms.
6. Continuous Improvement
   • Suggest process enhancements to improve customer satisfaction and sales efficiency.
   • Stay informed on product knowledge, market trends, and competitor activity.