Customer Service Officer

We are seeking a proactive and organised Customer Service Officer to support logistics and delivery operations within the Supply Chain team. The role is responsible for coordinating daily deliveries between customers, drivers, dispatchers, and logistics personnel, ensuring efficient truck utilisation, timely deliveries, and excellent customer communication.

The successful candidate will monitor vehicle movements, confirm customer readiness before dispatch, manage delivery exceptions, and support continuous improvement of logistics performance.

Key Responsibilities

Truck Movement & GPS Monitoring

• Monitor daily truck movements through GPS tracking systems.
• Track departures, arrivals, unloading activities, and truck returns.
• Identify delayed, stationary, or route-deviating vehicles.
• Follow up with drivers regarding delays and operational issues.
• Escalate significant delays, breakdowns, or route issues to relevant stakeholders.

Trip Turnaround Time Control

• Monitor delivery trips against agreed turnaround times.
• Maintain records of delays and recurring issues.
• Analyse delay trends and recommend corrective actions to improve fleet utilisation.

Customer Delivery Confirmation

• Contact customers prior to dispatch to confirm delivery readiness.
• Verify storage and silo capacity before releasing deliveries.
• Confirm delivery schedules and manage postponement requests.
• Communicate customer requirements and restrictions to logistics teams.
• Prevent unnecessary dispatches to customers unable to receive deliveries.

Customer & Driver Coordination

• Serve as the primary coordination point between customers, drivers, dispatchers, and logistics teams.
• Keep customers informed of delivery schedules and significant delays.
• Communicate customer instructions and delivery requirements to drivers.
• Assist in resolving delivery-related customer concerns.

Daily Logistics Coordination

• Support execution of daily dispatch and delivery plans.
• Coordinate truck availability with delivery schedules.
• Follow up on delayed, postponed, and rescheduled deliveries.
• Support optimisation of truck allocation and utilisation.
• Coordinate with Operations, Sales, Maintenance, and third-party logistics providers regarding delivery issues.
• Ensure delivery documentation and trip records are maintained accurately.

Exception Management

• Proactively identify issues affecting delivery performance, including vehicle breakdowns, unloading delays, storage limitations, and driver availability.
• Take immediate action to minimise disruption.
• Escalate unresolved issues to the Logistics Supervisor or Manager.
• Maintain logs of exceptions, delays, and corrective actions.

Reporting & Performance Monitoring

• Prepare daily and weekly logistics reports covering:
• Planned versus completed deliveries
• Truck turnaround times
• Delayed deliveries
• Customer-related waiting and unloading delays
• Postponed or cancelled deliveries
• Truck utilisation
• Operational exceptions
• Identify recurring issues and provide data-driven recommendations for improvement.

Education

Diploma or Bachelor's degree in Logistics, Supply Chain Management, Business Administration, or a related field (preferred).

Experience

• Proven experience in customer service, logistics operations, logistics coordination, or a similar role.

Skills & Competencies

• Strong coordination skills.
• Good organisational and problem-solving abilities.
• Knowledge of logistics operations, transportation processes, and inventory management principles.
• Good customer service and stakeholder management skills.
• Ability to communicate effectively with customers, drivers, vendors, and internal teams.
• High attention to detail and accuracy in record-keeping.
• Ability to manage priorities in a fast-paced operational environment.
• Understanding of health and safety practices within logistics and warehouse operations.
• Proficiency in tracking, reporting, and monitoring operational performance.