Customer Service Specialist – Contract Logistics
Location: Gauteng (travel to outsourced warehouse required)
Industry: Contract Logistics | Warehousing | Distribution | Supply Chain
Job Purpose
We are seeking a detail-oriented Customer Service Specialist to support operations within a fast-paced contract logistics environment. This role focuses on managing customer interactions, processing orders, and ensuring accurate communication between clients, warehouse teams, and transport partners. The successful candidate will play a key role in maintaining service excellence, operational efficiency, and customer satisfaction.
Key Responsibilities
Customer & Order Management
Process customer orders received via email, written instructions, or EDI
Capture and manage data accurately in the Warehouse Management System (WMS)
Maintain complete and accurate order documentation
Communicate order status, pricing, shipping dates, and potential delays
Client Communication & Issue Resolution
Liaise with customers daily and resolve queries within agreed timelines
Investigate and resolve shipment discrepancies (short, damaged, overdue stock)
Handle billing and service complaints, escalating when required
Prepare and present Monthly and Quarterly Business Reviews (MBRs & QBRs)
Logistics Coordination
Work closely with transporters on delivery ETAs
Collaborate with warehouse and carrier teams to trace or expedite shipments
Ensure accurate customs and shipping documentation where applicable
Financial & Reporting Duties
Ensure accurate and timely invoicing, including storage charges and provisions
Support month-end closing activities (FSL)
Compile operational statistics and customer reports
Interpret financial data related to billing and cost calculations
Compliance & Support
Adhere to Quality, Safety, Health & Environmental (QSHE) policies
Provide backup support across customer accounts when needed
Assist with additional operational or administrative tasks as required
Key Stakeholders
Internal
Sea & Air Logistics Teams
Finance
Operations
Customs
Procurement
Inventory Management
General Management
External
Clients
Transport & Distribution Partners
Warehousing Service Providers
Minimum Requirements
Bachelor’s Degree / Diploma in Logistics, Supply Chain, Business, or Finance
Strong background in distribution or warehousing operations
Experience working with WMS systems (K-Motion or similar)
Proficient in Microsoft Excel & MS Office
Strong financial acumen related to billing and reporting
Excellent communication skills (verbal and written)
Valid driver’s license
Willingness to take after-hours calls and travel to external warehouses