Key Account Support Coordinator

Pact's Contract Manufacturing division manufactures across laundry, household cleaning, car care, pest control, edible oils, air care and pet cleaning categories.

Our uniquely flexible and purpose-built facilities utilise the latest blending, granulating and packaging technologies, allowing us to maintain the fastest project completion times in the industry.

Our extensive and proactive research and development capabilities together with our substantial investment in technology and innovation mean we can provide lower manufacturing costs and get our customer’s products on supermarket shelves faster than our competitors.

Work with us to sustainably bring brands to life! As Key Account Support Officer, you will be responsible for managing and supporting the National Business Manager in a fast-paced FMCG Contract Manufacturing environment. This role focuses on ensuring excellent service delivery, managing customer relationships, and handling inquiries and order-related issues. The ideal candidate will be proactive, detail-oriented, and customer-focused, assisting in maintaining strong, long-lasting relationships with customers while ensuring smooth customer service support. This is a critical coordination and customer-facing role, focused on delivering exceptional service to a key customer while ensuring seamless internal execution across sales, production, logistics, and finance.

Talk about variety!

Key Accountabilities:

• Customer Support & Inquiry Management, act as the primary point of contact for key customers, managing inquiries, complaints, and feedback professionally and efficiently
•  Provide accurate and timely updates on product availability, pricing, order status, and delivery timelines
•  Proactively communicate any changes or delays to ensure a high level of customer satisfaction
•  Resolve customer complaints and product-related issues with empathy and professionalism
•  Work closely with internal teams to deliver swift resolutions, escalating as required
•  Identify opportunities to improve processes and enhance the customer experience
• Build and maintain strong, long-term customer relationships
• Participate in internal and customer WIP meetings, providing updates and managing follow-ups
• Collaboration and Coordination, Liaise with Sales, Production, Logistics, and Finance to ensure smooth order fulfilment
• Ensure customer requirements are clearly communicated across teams
• Support the National Business Manager with quotations, order processing, and documentation
• Generate reports on service metrics and performance

About You:

•  Minimum 5 years’ experience in customer service, sales support, or project coordination
•  FMCG or manufacturing experience preferred
• Strong communication, organisation, and problem-solving skills
•  Experience with SAP and Microsoft Office Suite

Degree or Diploma in Business Administration, Project Management, Customer Service, or similar