Customer Service Representative – Aftermarket Solutions

About the role

We are seeking a motivated Customer Service Representative to join the Aftermarket – Screening Solutions team at Rock Processing. In this role you will be the primary point of contact for internal and external customers in the Africa sales area, handling inquiries, quotes and order processing with a focus on speed and quality.

Key responsibilities

• Respond to customer phone and email inquiries, assess needs and provide accurate information.
• Enter, maintain and track standard and special sales orders, ensuring timely processing and delivery.
• Prepare quotes for established items and coordinate with technical sales support for complex requests.
• Resolve order discrepancies, manage returns, and handle credit or RMA issues.
• Monitor key accounts, proactively notify customers of delays, and generate status reports.
• Communicate regularly with external sales personnel and internal managers regarding sensitive customer issues.
• Maintain departmental processes and participate in training to improve service quality.

Required profile

• Strong communication skills and a customer‑focused attitude.
• Ability to work under pressure in a deadline‑driven environment.
• Organised, detail‑oriented and capable of handling multiple tasks simultaneously.
• Team player who can collaborate with internal stakeholders to enhance the customer experience.

Required skills