Customer Service Representative - Logistics

Placements24; Mtubatuba Local Municipality; Hybrid; ZAR 180,000 - 300,000; Full time

Benefits offered by this job

Competitive salary

Hybrid work arrangement

Medical aid

Retirement benefits

Training and career advancement

Employee assistance program

Job summary

Placements24 is seeking a Customer Service Representative for a busy logistics hub in Richards Bay, KwaZulu-Natal. You will handle inquiries, provide shipment updates, and support clients including freight forwarders, manufacturers, and retailers.

You will use CRM systems to log interactions, coordinate with warehousing and transport teams, and ensure accurate data, timely responses, and high levels of client satisfaction in a hybrid work setting.

Qualifications

• Proven experience in customer service, ideally in logistics or shipping.
• Excellent written and verbal communication.
• Familiar with shipping documentation and customs procedures.
• Ability to work in a hybrid in-office/remote model.

Responsibilities

• Respond promptly to customer inquiries on shipment status via phone, email, and portals.
• Track shipments in real-time and notify clients of delays.
• Assist with customs documentation inquiries and guide them through processes.
• Investigate and resolve complaints, coordinating with internal teams.
• Maintain accurate records in the CRM system.
• Provide service information and process new requests or bookings.
• Collaborate with warehousing and transport teams to ensure service delivery.

Skills

Customer service

Logistics knowledge

Communication

Problem-solving

Multi-tasking

Tools

CRM software

Logistics management systems

Job description

About the Role

Our client, a major player in the national and international logistics sector, is seeking a diligent and customer-focused Customer Service Representative to join their busy operations hub in Richards Bay, KwaZulu-Natal . This role is essential for ensuring smooth communication between our client's shipping services and their diverse clientele, including freight forwarders, manufacturers, and retail businesses. The ideal candidate will have a keen eye for detail, excellent communication skills, and a proactive approach to problem-solving within the fast-paced logistics environment. You will be handling inquiries regarding shipments, tracking, customs, and resolving any logistical challenges that may arise. This is a fantastic opportunity to work within a critical industry, offering career progression and the chance to become an expert in global trade and transportation. We pride ourselves on efficient operations and superior client support.

Key Responsibilities

• Respond promptly and professionally to customer inquiries regarding shipment status, delivery schedules, and logistical procedures via phone, email, and online portals.
• Track shipments in real-time, providing accurate updates and proactive notifications to clients about potential delays or issues.
• Assist customers with customs documentation inquiries and guide them through the necessary processes.
• Investigate and resolve customer complaints or issues related to shipping, handling, or delivery, coordinating with internal departments as needed.
• Maintain accurate and detailed records of customer interactions, transactions, comments, and actions taken in the CRM system.
• Provide information on services, pricing, and availability, and process new service requests or bookings.
• Liaise with operational teams, including warehousing and transport, to ensure efficient service delivery and problem resolution.
• Identify opportunities to improve customer service processes and contribute to operational efficiency.
• Build and maintain positive working relationships with clients, understanding their needs and ensuring their satisfaction.
• Adhere to all company policies, procedures, and regulatory requirements in the logistics sector.

Requirements

• Proven experience as a Customer Service Representative, preferably within the logistics, shipping, or supply chain industry.
• Excellent communication skills, both written and verbal, with the ability to articulate information clearly and concisely.
• Strong understanding of logistics terminology and processes, including shipping documentation and customs procedures.
• Proficiency in using CRM software and logistics management systems.
• Exceptional problem-solving and conflict-resolution abilities.
• Ability to remain calm and effective under pressure, managing multiple priorities in a dynamic environment.
• Detail-oriented with strong organizational skills.
• Ability to work effectively in a hybrid model, balancing in-office collaboration with remote work flexibility.
• A team player with a positive attitude and a commitment to customer satisfaction.
• Familiarity with international shipping regulations is a significant advantage.

Benefits

• Competitive annual salary and potential for performance-based incentives.
• Hybrid work arrangement, offering a balance of office and remote work in Richards Bay, KwaZulu-Natal .
• Comprehensive medical aid and retirement benefits.
• Opportunities for training and career advancement within the logistics sector.
• A dynamic and collaborative work environment.
• Contribution to a company that plays a vital role in international trade.
• Access to company resources and tools for effective job performance.
• Paid annual leave and public holidays.
• Employee assistance program for personal well-being.