Customer Service Officer – Order Management & Delivery

About the role

The Customer Service Officer will be the primary point of contact for customers in Durban, handling order management, delivery coordination and claims resolution. You will work closely with sales, logistics partners and internal teams to ensure high order quality and timely service.

Key responsibilities

• Create and maintain customer accounts and master data in SAP.
• Process customer orders, pricing updates and promotional pricing in SAP following internal procedures.
• Coordinate delivery bookings with logistics service providers (LSP) and customers, ensuring accurate schedules.
• Investigate and resolve customer queries, claims and failed deliveries, capturing financial memos in SAP.
• Provide regular service level and strike‑rate reporting to sales and customers.
• Identify and drive continuous improvement opportunities across order and delivery processes.
• Act as liaison between customers and internal departments, communicating requirements and status updates.
• Participate in efficiency projects such as EDI testing and store migration initiatives.

Required profile

• Strong communication and stakeholder‑management skills.
• Detail‑oriented with a focus on order accuracy and customer satisfaction.
• Ability to work independently and collaboratively in a fast‑paced environment.
• Experience in handling customer claims, pricing adjustments and delivery coordination.

Required skills

• SAP
• EDI